Refund Policy

Digital goods and UK consumer law

Under the UK Consumer Rights Act 2015, consumers lose the right to cancel a contract for digital content once the digital content has been supplied and the consumer has given prior consent to immediate supply (Schedule 3). When you purchase a game key from Arcana Vault, you consent to immediate supply of the digital content.

This means that once your game key is delivered to your Arcana Vault account, we are unable to accept returns or issue refunds for that key, as the digital product has been supplied.

This is standard practice for all digital game code retailers, including major platforms. Our wholesale supplier (CodesWholesale) similarly does not accept returns on keys once codes have been assigned.

When you are entitled to a refund

We will issue a full refund if:

• Payment was taken but no key was delivered — if our system processed your payment successfully but failed to deliver a game key to your account (e.g., due to a supplier or technical error), you are entitled to a full refund. Please contact us within 24 hours of your purchase.
• Duplicate charge — if you were charged more than once for the same order.

Non-refundable situations

• Game key already revealed and copied from your account.
• Key does not work on a platform or region different from the one clearly stated on the product page (please check regional compatibility before purchasing).
• Account or game account banned by the platform for unrelated reasons.
• Change of mind after the key has been delivered.

How to request a refund

Email support@arcana-vault.com with:

• Your order ID (visible in your account under My Keys).
• The email address used for your account.
• A description of the issue.

We aim to respond within 1 business day. Approved refunds are issued to the original payment method within 5–10 business days.