Refund Policy

Overview

AtomicKeys sells digital licence keys. Once a key has been revealed to you, it cannot be returned, re-sold or de-activated — the value has already passed to you, whether or not you choose to redeem it. That is why the rules for digital keys differ from those for physical goods.

This does not mean “no refunds”. It means refunds follow specific, fair rules, which are set out below.

Your statutory rights

Nothing in this policy reduces the rights you have by law. Under the Consumer Rights Act 2015, digital content supplied to a consumer must be:

• of satisfactory quality — it must work as a reasonable person would expect;
• fit for purpose — including any particular purpose you told us about before buying; and
• as described — matching the title, edition, platform, region and language shown on the product page.

If digital content does not meet those standards you are entitled to a repair or replacement, and if that is impossible or is not provided within a reasonable time, to a price reduction or refund. Where faulty digital content damages your device or other digital content, you may also be entitled to compensation.

The 14-day cooling-off period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers buying at a distance usually have 14 days to change their mind. Digital content supplied immediately is treated differently.

When the cooling-off right still applies

If the key has not yet been supplied to you, the right survives and you may cancel for any reason. That covers:

• orders still held for payment or fraud review;
• pre-orders that have not yet been fulfilled; and
• orders where delivery failed and no key has been revealed to you.

To cancel, email info@atomickeys.com with your order number before the key is delivered. We will cancel and refund in full.

When we will refund you

Where a replacement key is the appropriate remedy, we will offer it first. If you would rather have your money back and a replacement cannot be supplied promptly, tell us and we will refund you instead.

When we cannot refund you

We are unable to refund in the following situations, because the key has been supplied exactly as described and its value has already transferred to you:

• Change of mind after the key has been revealed to you, whether or not you have redeemed it.
• You bought the wrong region. Regional restrictions are stated on the product page and it is your responsibility to check them before ordering.
• You bought the wrong platform or edition — for example a Steam key when you wanted Epic, or DLC without owning the base game.
• Your hardware does not meet the system requirements published by the developer.
• You do not like the game, or it does not meet your expectations of quality, difficulty or content.
• The price dropped after you bought. We do not offer retrospective price matching, though we may issue a goodwill voucher at our discretion.
• The publisher changed or discontinued the game, its servers or its online features after your purchase.
• Your platform account was banned or suspended by the platform operator.
• You redeemed the key on the wrong account. Keys can only be redeemed once and cannot be moved between accounts.
• The claim is made long after delivery without a good reason for the delay.

Faulty or invalid keys — how we fix it

Key problems are almost always solved the same day. Here is what we need and what happens next.

What to send us

• your order number and the email address used at checkout;
• the exact error message shown by the platform — a screenshot is ideal;
• the platform and the country of the account you tried to redeem on; and
• the date and time you attempted redemption.

What happens next

1. We acknowledge your message within 24 hours.
2. We verify the key against our supplier records. This normally takes a few hours; where a supplier has to confirm, it can take up to 5 working days.
3. If the key is faulty, we issue a replacement key immediately, at no cost to you.
4. If no replacement is available, we refund you in full to your original payment method.

How to request a refund

1. Email info@atomickeys.com, or use the form on our Contact Us page.
2. Use the subject line “Refund request – [your order number]”.
3. Tell us which product is affected, what went wrong, and what you would like us to do (replacement or refund).
4. Attach evidence where you have it — a screenshot of the error is the single most useful thing you can send.

You may also use the model cancellation form set out in the Consumer Contracts Regulations, but you do not have to. A clear statement in an email is enough.

Timescales and how refunds are paid

• Refunds are always made to the original payment method. We cannot refund to a different card, account or person.
• Refunds are made in the currency you were charged in. If your bank converted the payment, the amount you receive back may differ slightly because exchange rates move. That difference is set by your bank, not by us.
• We do not deduct any administration or restocking fee.
• Where you accept a replacement key instead of a refund, no money changes hands.

Partial refunds and bundles

Where an order contains several items and only one is faulty, we refund or replace that item only. The rest of the order stands.

Where a bundle is sold as a single product and one component is faulty, we will first try to replace the faulty component. If that is not possible, we refund a fair proportion of the bundle price, or the whole bundle where the faulty component was the main reason for the purchase.

Where a discount or voucher was applied across an order, refunds are calculated on the amount you actually paid for the affected item after the discount.

Pre-orders

• You may cancel a pre-order for a full refund at any time before the key is delivered to you.
• Once the key has been delivered on or after release day, the normal rules in this policy apply.
• If a publisher cancels a title, or delays it indefinitely, we will notify you and refund you in full.
• If a publisher changes the content or edition of a pre-ordered title in a material way before release, you may cancel for a full refund.

Chargebacks

If something has gone wrong, please contact us before raising a dispute with your bank. We can almost always resolve the problem faster than a chargeback, which typically takes 45 to 90 days.

Where a chargeback is raised on an order that was correctly delivered:

• we will defend it, providing the payment provider with the delivery record, the key issued and the redemption status;
• the account used to place the order may be suspended while the dispute is open; and
• where a chargeback is found to be fraudulent, we reserve the right to recover the sums due and to report the matter.

Raising a chargeback does not remove your right to have a genuine complaint properly investigated by us — see our Complaints Policy.

If you disagree with our decision

If we decline a refund and you think we are wrong, say so. Reply to our email and ask for the decision to be reviewed. A different member of the team will look at it afresh and give you a written answer, normally within 5 working days.

If you are still not satisfied after that review, our Complaints Policy explains the formal escalation route, including your right to refer the matter to an alternative dispute resolution provider or to the courts. Your statutory rights are unaffected throughout.

Contact

Please quote your order number in every message. It is the fastest way to get your problem solved.