Cancellations, refunds and faulty keys

The Shop is run by KRENHOLM LIMITED, company number 17546294, registered office 7 High Street, Kington, HR5 3AX, United Kingdom, trading as Lootora. This policy is part of our Terms of Service.

Before the key is supplied

Open the order in your account and cancel the item. The item is refunded in full to the original payment method, without undue delay and in any case within 14 days of your cancellation. Refunds are made by hand; your bank usually shows them within a few working days, but the exact time depends on your bank. If your order is still being checked or still waiting for payment, you can also contact us and we will cancel it.

After the key is supplied

At checkout you asked us to supply your key within the cancellation period and accepted that you lose the right to cancel once it is supplied. That means a supplied key cannot be returned because you changed your mind, bought the wrong platform or region, or no longer want it. Please check the platform, region and edition on the product page before you pay.

Faulty keys

A key is faulty if, for example, it will not redeem, has already been used, or is for a different region or platform from the one described on the product page.

• Tell us as soon as you notice, quoting the order number. Under consumer law you have rights for faulty digital content for a long period after purchase, but the sooner you tell us the sooner we can fix it.
• Include a screenshot of the error the platform shows and, if you can, the platform account region.
• We check with the supplier and send a working replacement, or refund you if a replacement is not possible or not possible within a reasonable time.
• You will not be asked to pay again while we investigate.
• A key that fails because it was redeemed on an account in a region the product page says is not supported is not faulty, but we will still look at it with you.

Items we cannot supply

If our supplier cannot provide a key, or we decline an order after a fraud check, you get a full refund to the card or other payment method you paid with. We do not substitute store credit.

How refunds are paid

Refunds go back to the payment method you used. We cannot refund to a different card or account. If your card has expired or been replaced, your bank will normally still credit the refund; if it does not, contact us.

Chargebacks

Please talk to us before raising a dispute with your bank. A dispute freezes the order while the bank investigates, which is slower for everyone than a direct refund. This does not limit your right to dispute a payment with your bank where the law gives you that right.

Contact and complaints

If we cannot resolve the issue, you can use the complaint options in section 14 of the Terms of Service, including the consumer dispute resolution body in your own country.