1. General Terms
At Serafis, UAB, we strive to provide high-quality digital products and a satisfying customer experience on GameCraftery. Our Dispute Policy aims to resolve any disagreements effectively and transparently. By purchasing products on our website, you agree to the terms outlined below.
2. Eligible Disputes
A dispute can be raised in the following cases:
- Non-receipt of Purchased Product: If you have not received your purchased digital product within the specified delivery time.
- Defective or Unusable Product Key: If the provided game key is invalid or cannot be activated due to a verifiable technical issue.
- Unauthorized Transactions: If a transaction was made without your consent.
Please note: dissatisfaction with game content, system requirements, or any other subjective reasons do not qualify as valid grounds for a dispute.
3. Dispute Resolution Process
Step 1: Contact Support
To initiate a dispute, please contact our support team via email at help@gamecraftery.com. Include your order number, the product in question, and a detailed description of the issue. Our team will respond within 48 hours and attempt to resolve your concern promptly.
Step 2: Investigation and Resolution
Our team will investigate the dispute by verifying order details, activation attempts, and any other relevant information. Based on the findings, we may:
- Provide a replacement for a defective product key.
- Issue a refund if the product is determined to be defective and cannot be replaced.
Step 3: Refund Policy
Refunds are issued solely in cases where a replacement cannot be provided. Refunds may take up to 7-10 business days to process, depending on the payment method used.
4. Dispute Escalation
If you are unsatisfied with the resolution provided, you may escalate the dispute by contacting us at help@gamecraftery.com with “Escalated Dispute” in the subject line. Our management team will review the case and provide a final decision within five business days.
5. External Dispute Resolution
If you still disagree with our resolution, you may contact your payment provider or credit card company to initiate a formal chargeback. Please note that Serafis, UAB, reserves the right to dispute any chargebacks we deem unsubstantiated.
6. Policy Changes
Serafis, UAB reserves the right to amend this Dispute Policy at any time. Any changes will be published on our website.
Effective Date: [28.10.2024]