Refund Policy

Last updated: January 2025

1. General Policy

At GachaZone, we strive to provide the best possible service to our customers. However, due to the digital nature of our products and the immediate delivery of services, our refund policy is designed to be fair while protecting both our customers and our business.

2. Digital Products (Non-Refundable)

The following digital products are generally non-refundable once delivered:

  • Primogems and Genesis Crystals
  • Battle Pass purchases
  • Welkin Moon subscriptions
  • Any digital currency or in-game items
  • Instant delivery services

Reason: These items are delivered instantly and cannot be recovered once used in the game.

3. Physical Merchandise

For physical merchandise, we offer the following refund policy:

  • 30-day return window from the date of delivery
  • Item must be unused and in original packaging
  • Customer is responsible for return shipping costs
  • Refund will be processed within 5-7 business days

4. Service Issues

We may offer refunds in the following exceptional circumstances:

  • Technical issues preventing delivery within 24 hours
  • Incorrect account information provided by customer
  • Duplicate charges due to system errors
  • Service unavailability for more than 48 hours

5. How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our support team within 24 hours of purchase
  2. Provide your order number and reason for refund
  3. Include relevant screenshots or evidence if applicable
  4. Allow 2-3 business days for review

6. Refund Processing

If your refund is approved:

  • Digital products: Refund processed within 24 hours
  • Physical merchandise: Refund processed within 5-7 business days
  • Payment method: Refunded to original payment method
  • Processing time: May take 3-10 business days depending on your bank

7. Exceptions

We reserve the right to deny refunds in the following cases:

  • Items already used or consumed in-game
  • Account sharing or unauthorized use
  • Violation of our Terms of Service
  • Fraudulent activity or chargebacks
  • Requests made after 24 hours for digital products

8. Chargebacks

We strongly discourage chargebacks as they can result in:

  • Account suspension or termination
  • Legal action for fraudulent chargebacks
  • Blacklisting from future services

Please contact our support team first to resolve any issues.

9. Dispute Resolution

If you disagree with a refund decision:

  • Contact our support team for review
  • Provide additional evidence if available
  • Allow 3-5 business days for re-evaluation
  • Final decisions are made by our management team

10. Contact Information

For refund requests or questions about this policy, contact us at:

11. Policy Updates

This refund policy may be updated from time to time. We will notify customers of any material changes through our website and social media channels.