Refunds, Returns & Loot Guarantee
Last updated
In short
- If a code doesn’t work, tell us: we check it with the supplier and either replace it or credit your wallet.
- Orders we can’t deliver are credited to your Gemworks wallet automatically, without you asking.
- A code you have already revealed can’t be returned, because it can be spent the moment it’s seen.
- Refunds are paid as store credit. Money goes back to your card or EcoCash only when we charged you by mistake.
- You agree to this policy at checkout, before you pay.
The Loot Guarantee
Every code is covered. If it won’t redeem:
- Open the order in your account and choose “Code not working?”.
- Tell us what the redeem screen said. A screenshot helps.
- We check the code with the supplier, usually the same day.
- If it’s faulty we send a replacement code, or credit your wallet, whichever you prefer.
Claim within 30 days of buying. After that we’ll still try, but the supplier may not help us.
Orders we couldn’t deliver
Sometimes a card can’t be bought from the supplier after you’ve paid. When that happens we put the full amount for that card into your Gemworks wallet straight away and email you. You don’t have to ask, and you can spend it on anything in the store.
Codes you’ve already opened
Once a code is revealed it can be used immediately, so we can’t take it back. This is the same rule every gift card seller uses. If you opened it and it doesn’t work, that’s the Loot Guarantee above, not a refund.
Bought the wrong region
We ask you to confirm the account region at checkout because this is the most common mistake. If you haven’t opened the code yet, contact us the same day and we’ll do our best to swap it for the right region.
Not sure which country your account uses? Our guides show where to look for PlayStation, Steam, Xbox and more.
Payments that didn’t complete
If a payment fails, times out or you cancel it, no order is created and nothing is charged. Any store credit you had applied goes back to your wallet at once. If money left your account but the order still says unpaid, contact us with the reference and we’ll trace it.
Store credit
Refunds land in your Gemworks wallet, which you can see in your account. It doesn’t expire, pays for any card or piece in the store, and can’t be exchanged for cash.
When money goes back to your card or EcoCash
We send money back the way you paid only when the mistake is ours:
- you were charged twice for the same order
- you were charged more than the total shown at checkout
- money left your account but no order was created
Contact us with the payment reference within 30 days. Once we’ve matched it to our records we return the overpaid amount, usually within 7 working days, depending on your bank or EcoCash.
How to reach us
Use the contact form. Have your order number ready, it looks like GW-7K2QX9M.