Buyer support # Refund Policy This policy explains how cancellation, replacement, store credit and refunds are handled for digital products, top-ups, boosting and tournament-related purchases. Last updated 5 October 2026 Effective from 5 October 2026 Contact: support@thenexus.store [All policies](https://thenexus.store/policies) **Contents**[What happens in each situation](https://thenexus.store/refund-policy#matrix)[Cancellation before delivery](https://thenexus.store/refund-policy#before)[Wrong player ID or region](https://thenexus.store/refund-policy#region)[Gift cards and delivered codes](https://thenexus.store/refund-policy#codes)[Refund or replacement may be available when](https://thenexus.store/refund-policy#eligible)[Refunds are normally unavailable when](https://thenexus.store/refund-policy#not)[Boosting, accounts and gifts](https://thenexus.store/refund-policy#services)[Refund method and timing](https://thenexus.store/refund-policy#method)[Requesting a review and Nexus Delivery Protection](https://thenexus.store/refund-policy#dispute) ## In plain words - Check the player ID, server and region before you pay. A top-up delivered to the details you confirmed is normally final. - If we cannot deliver, or we deliver a different product, quantity or region, or a code was invalid when we supplied it, you can get a remedy: correction, re-delivery, replacement, store credit or a refund. - A valid code or top-up delivered as ordered is normally not refundable for a change of mind. - Start every claim in your order’s support chat with the order code and evidence. - We cannot promise a refund processing time, because it depends on how you paid. A person reviews every case. - Your mandatory consumer rights are not removed by this policy. ## What happens in each situation This table summarises the Refund Policy and Delivery Policy. A person reviews every case, and your mandatory consumer rights are never removed. Delivery alone does not make a code non-refundable: a valid code that matches your order is final even if you never redeemed it, while a code that was invalid when we supplied it is reviewed for replacement or a refund. Situation | Outcome | What to send | We cannot deliver your order (for example our supplier fails) | Nexus Delivery Protection applies. A person checks the order against supplier and delivery records and decides a correction, re-delivery, replacement, store credit or a refund. The order is not left open. | The order code, in the order’s support chat. | A code is invalid, was already used when we supplied it, or never arrived | A person investigates it for a replacement or an eligible refund. A code that never arrived is handled as an order we could not deliver. | The order code and a continuous, unedited screen recording started before you reveal the code and kept running through the whole redemption attempt. If a recording is genuinely unavailable, other verifiable evidence may still be reviewed. | The Nexus supplied a different product, quantity or region from your confirmed order | We investigate and provide a correction, replacement or an eligible refund. | The order code and screenshots of what you ordered and what you received. | You entered the wrong player ID, server or region | If the supplier rejected your details and no top-up was executed, we can correct them or, once we confirm the original purchase was not completed, agree a replacement at the same price (a more expensive one needs your approval and the difference paid first). If the top-up was delivered to the ID and region you confirmed, it is normally not refundable and not repeated free of charge. | The order code and the correct details, in the order’s support chat. Never post passwords or one-time codes publicly. | A gift-card code was delivered as ordered and works, even if you have not redeemed it | It is normally not returnable for a change of mind or a region you selected incorrectly. Your mandatory consumer rights still apply. | Nothing to send. Keep the code private. | A gift-card code you revealed was invalid when we supplied it | Revealing or receiving the code does not remove your right to a review: it is investigated for a replacement or an eligible refund. | The order code and the unedited recording of the redemption attempt, as for any invalid code. | A top-up has been completed | A top-up delivered to the player ID and region you confirmed is normally final. If what arrived differs from your confirmed order, it is handled as a different product, quantity or region. | The order code and relevant screenshots, only if something differs from your order. | You think you are owed a refund | A refund or replacement may be available when we cannot deliver, a verified payment did not create or credit an order, a code was invalid at delivery, the delivered product, quantity or region differs materially from your confirmed order, or a duplicate charge is confirmed. Depending on the product, the first remedy may be a correction, replacement, re-delivery or store credit. | The order code, a description of the issue and relevant screenshots or a transaction reference. | How and when a refund is paid | An approved refund normally returns to the original supported payment method, or to your Nexus Wallet if you paid with it. It is never more than you paid, and linked points, cashback and commission are reversed. No processing time is promised because it depends on how you paid; fees already charged by third parties may not be refundable. | Nothing more: our team records the payment reference on the order. | You are offered store credit instead of a refund | Store credit is offered as a remedy and issued with your agreement. It goes to your Nexus Wallet and can be spent on orders in the store; it cannot be withdrawn as cash (see the Terms). | Your choice, in the order’s support chat. | Related - [About The Nexus and how we work](https://thenexus.store/trust) ## Cancellation before delivery An unpaid order can be cancelled automatically when its payment window expires. A paid order may be cancelled before work or irreversible digital delivery begins, subject to payment and network fees already incurred. There is no cancel button on a paid order. Ask in your order’s support chat as early as you can; once delivery has started it usually cannot be undone. If you pay after an order has expired, our team reviews the payment and either recovers the order or refunds it. ## Wrong player ID or region Check your player ID, game, server and account region before paying. A Riot ID tag, email address or IP address does not establish the game account region. Unless an authoritative supplier or publisher check is available, the region remains unverified. If the supplier rejects your details and no top-up has been executed, contact the order support chat. We can correct the details or, after confirming that the original purchase was not completed or still pending, agree a replacement product at the same price. A more expensive replacement requires your approval and payment of the difference before it is ordered. Cancellation and any applicable statutory refund rights remain available under this policy. If a top-up was successfully delivered to the ID and region you confirmed, a customer entry error does not normally qualify for a refund or a second free top-up. If The Nexus supplied a different product, quantity or region from the confirmed order, we will investigate and provide correction, replacement or an eligible refund. A pending or unknown supplier outcome must be reconciled before a replacement purchase. Related - [How player-ID top-ups are delivered](https://thenexus.store/delivery-policy#id-topups) ## Gift cards and delivered codes A valid gift-card code delivered as ordered is final even if you have not redeemed it: it is normally non-returnable for a change of mind or a region you selected incorrectly. Do not reveal your code in public. A code that was invalid when we supplied it, was already used at delivery, or was incorrectly supplied is a different case: it is investigated for replacement or an eligible refund, and delivery alone does not remove that right. If you claim that a delivered code was invalid when supplied, start a continuous, unedited screen/video recording before revealing or copying the code and keep recording through the complete redemption attempt. The recording should show the relevant account/platform region and the exact redemption result without exposing passwords or unrelated private information. This evidence helps us distinguish an invalid-at-delivery code from a code used after delivery. If such a recording is genuinely unavailable, we may still investigate other verifiable provider or publisher evidence where required by law or reasonably available; the recording rule does not remove mandatory consumer rights. Mandatory consumer rights take priority over these rules. Where the law requires express consent and acknowledgement before immediate digital delivery can affect cancellation rights, those requirements must be met; viewing or receiving a code alone is not treated as that consent. Related - [How codes are delivered and revealed](https://thenexus.store/delivery-policy#codes) ## Refund or replacement may be available when - The Nexus cannot deliver the purchased product or agreed target. - A verified payment was captured but the order was not created or credited. - The delivered code, account or digital item was invalid at the time of delivery and the issue is reported with evidence. - The delivered region, quantity or product materially differs from the confirmed order. - A duplicate charge is confirmed. Depending on the product, the first remedy may be correction, replacement, re-delivery or store credit. ## Refunds are normally unavailable when - A valid digital code, currency top-up, account credential or completed boost has been delivered as ordered. - The customer provided the wrong game ID, server, region, platform or account. - The customer changed credentials, interrupted the service, used the delivered item, or caused a publisher restriction after delivery. - The problem is reported so late that it can no longer be checked against supplier or publisher records. - Payment proof is false, altered or belongs to a different transaction. Mandatory consumer rights under applicable law are not excluded by this policy. ## Boosting, accounts and gifts Boosting: if a boost cannot be completed, our team decides a fair remedy for the part not delivered, which can be a refund of that part, store credit or a new plan. When a boost order is refunded, the stored account password is cleared. Account purchases: the login details we deliver are the product. If the account is not as described or the access we delivered does not work, report it in your order chat with screenshots. League and Wild Rift gifts: if a gift cannot be sent because of publisher rules or an account problem on our side, we will correct it, replace it or refund the order. A gift that cannot be sent because of your account details falls under the wrong-ID rules above. These are the cases we review. A promise of a fixed warranty period or a guaranteed result is made only if it is written on your order. Related - [How boosting works](https://thenexus.store/delivery-policy#boosting) - [Accounts and Steam](https://thenexus.store/delivery-policy#accounts) - [League and Wild Rift gifts](https://thenexus.store/delivery-policy#gifts) ## Refund method and timing Approved refunds are normally returned to the original supported payment method or, where that is not technically possible, issued as store credit with your agreement. Blockchain, payment-provider and currency-conversion fees may be non-refundable where already charged by third parties. An order paid from your wallet is credited back to the wallet when the refund is completed. For other payment methods our team sends the money back through the payment method itself, outside the site, and records the payment reference on the order. Guest orders are refunded outside the site. Refunds are approved by our team before they are paid. A refund is never more than you paid for the order, and the points, cashback and partner commission linked to it are reversed with it. ## Requesting a review and Nexus Delivery Protection Open a support ticket linked to the order and include the order code, issue description and relevant screenshots or transaction reference. Do not publish passwords or one-time codes in public channels. The Nexus may request verification before revealing sensitive order information or approving a refund. Nexus Delivery Protection is the name of this process. Every order has a private page and a support chat. When a problem is reported, our team checks it against supplier and delivery records and decides on a correction, replacement, store credit or refund. If delivery cannot be completed, the order follows this process instead of being left open. Please report a problem as soon as you notice it. The longer you wait, the harder it is to check what happened. Contact: support@thenexus.store. Related - [Delivery Policy](https://thenexus.store/delivery-policy) - [Terms of Service](https://thenexus.store/terms) - [Chargebacks and payment disputes](https://thenexus.store/terms#chargebacks)