Refund & Warranty Policy

Last updated: 10 September 2026

Every item we sell is covered for 30 days. This page explains exactly what that means, what you need to do, and what falls outside it.

The short version

• 30 days of cover from the date you buy
• 48 hours to secure your account after delivery
• Standard remedy is a replacement or store credit, your choice
• Refunds considered where no replacement is available
• Evidence is required for every claim

This is a warranty, not a returns policy. It covers things going wrong, not changing your mind.

1. What's covered

You are covered for 30 days from purchase if:

• The item was never delivered. Payment cleared but nothing arrived.
• The credentials don't grant full access. The login doesn't work, or doesn't give you complete control.
• The account was banned or restricted before handover. It was already in a bad state when you received it.
• The account was recovered by a previous owner. Someone regained access within your 30-day window.
• The wrong item was delivered. You received something other than what you ordered.
• The item materially differs from the listing. Wrong creation date, wrong platform, wrong specification.
• Undisclosed restrictions were present at handover. Shadowbans, feature limits or suspensions that were not stated in the listing.

2. What you get

Standard remedy: a replacement item or store credit, whichever you prefer.

Store credit never expires and can be spent on anything we sell.

Where we cannot offer an equivalent replacement, refunds are considered case by case. Contact support and we will look at it properly.

3. Secure your account within 48 hours

This is the most important thing on this page.

Within 48 hours of delivery you must:

• Change the password
• Change the linked email address
• Enable two-factor authentication where the platform supports it

We permanently delete our copy of your credentials 48 hours after delivery. After that point we have no way of accessing what you bought.

If you don't secure the account within 48 hours, the warranty no longer applies.

4. How to make a claim

Open a ticket on this website or contact us in our Discord server. We respond within 24 hours.

Include:

• Your order ID
• What went wrong, in plain terms
• When you noticed it

5. Evidence we need

Claims require proof. Depending on the issue, that means:

• Screenshots of error messages, ban notices or login failures
• Video showing the problem where a screenshot doesn't capture it
• Timestamps on all evidence
• Emails or notifications from the platform, forwarded in full
• Any other documentation that supports what you're describing

The clearer your evidence, the faster we resolve it. Claims without supporting proof cannot be processed.

6. What voids the warranty

The warranty does not apply if:

• You didn't secure the account within 48 hours of delivery
• Your own activity got the account banned or restricted
• You broke the platform's terms of service
• Your credentials were phished or leaked after handover
• You changed or removed 2FA and locked yourself out
• You resold the item, as the warranty covers the original buyer only
• You shared credentials with someone else
• You provided false or misleading information in a claim
• You cannot provide the evidence described in Section 5
• The claim was made more than 30 days after purchase
• Your payment was reversed, failed to confirm, or was cancelled
• You filed a chargeback without contacting us first
• The account was lost to a platform-wide ban wave or policy change outside our control

7. Chargebacks

Contact support before disputing a payment. We respond within 24 hours and resolve most issues the same day.

Filing a chargeback without contacting us first will void the warranty on that order, suspend your account across this website and our Discord, and forfeit any store credit you hold.

If you withdraw the dispute or settle the balance, your account can be reinstated.

8. Timing

• Support response: within 24 hours
• Replacements: issued as soon as an equivalent item is available
• Store credit: applied to your account immediately once a claim is approved
• Refunds, where agreed: 1 to 3 working days, often faster

Cryptocurrency refunds are issued in the same coin used for payment, at the fiat value at the time of purchase. You are responsible for any network fees.

9. Your statutory rights

Nothing in this policy affects rights you have under applicable consumer law that cannot be waived by agreement. If you believe you have a right beyond what this policy offers, contact us and we'll look at it.

Questions? Open a ticket or ask in discord.gg/Zeni. We answer within 24 hours.