Refund and After-Sales Policy
Kamai refund policy for digital codes: delivered codes are generally final, but invalid, missing or misdescribed codes can be replaced or refunded.
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Products on Kamai are digital goods. Once a code is shown it can be copied and used, so delivered codes are generally not refundable without a reason. If something is wrong with the product itself, though, there is a clear path to fix it.
When can I request help?
| Problem | Usual resolution |
|---|---|
| The code is invalid or cannot be redeemed | The store verifies and sends a replacement; if it cannot, a refund is agreed |
| Paid but did not receive a code | Check with order lookup first; if it was not delivered, the store sends the code or refunds |
| Product not as described | The store verifies and replaces it or agrees a refund |
Refunds are usually not given when the buyer chose the wrong product or quantity, the code has already been redeemed successfully, or the code cannot be used for reasons on the buyer’s side that the product description already stated (such as region or account restrictions).
How do I request it?
- Check your order. In the storefront’s “Order lookup”, enter your 32-character order number, or your email plus the lookup password you set, to confirm whether the code was delivered.
- File a complaint. On the “Order complaint” page, enter the order number, choose the problem type, describe what happened (for example the message shown when redeeming) and leave an email or other contact.
- Wait for the store’s reply. The complaint goes to the store that owns the order. The store replies through your contact details and records the outcome, such as “replacement code sent”.
What stores must do
- respond to complaints promptly and check the code’s status;
- replace or refund orders with genuine code problems;
- describe redemption steps, supported regions and caveats in the product description to prevent wrong purchases.
When does the platform step in?
If a store does not handle your complaint for a long time, or you disagree with the outcome, contact the platform through the contact page with your order number and conversation history. We will review the case and, if needed, hold the store’s related withdrawals while we help resolve it.
Unpaid orders
Orders not paid within 15 minutes close automatically. You are not charged and no refund is needed. If you paid but the order still shows as unpaid, keep your payment receipt and contact the platform.
If this English version differs from the Chinese version, the Chinese version prevails.