When you get a refund
You're entitled to a full refund on an eligible order when:
- The seller doesn't deliver. If they miss the delivery time, our team reviews the order and refunds you, or gives the seller a little extra time first.
- The item is not as described — wrong rank, missing content, or a banned/locked account.
- You can't secure the account because the login or recovery details don't work.
- The goods turn out to be stolen or charged-back and get reclaimed.
In each case the money is still in escrow, so a refund simply returns it — nothing to claw back from the seller.
How refunds are issued
Refunds go back to your original payment method through the same licensed gateway that took the payment. You don't need a separate account or wallet to receive one.
INSTANTRefund to your PLUGG wallet balance, ready to re-spend right away.
1–3 DAYSBank transfer back to source.
5–10 DAYSCard refunds, depending on your bank's processing time.
Digital & instant items
Gift cards and top-ups are revealed on confirm — the code stays hidden until you accept delivery. That reveal is your protection point, and it's exactly how a bad code is caught.
If a gift card doesn't work, here's what happens:
- Don't confirm the order. Tap "report a problem" straight from the code-reveal screen — the funds stay in escrow.
- Tell us the error you got when you tried to redeem it: "already redeemed," "invalid code," "region locked," or similar.
- We verify the code. Our team checks the code's real status against the brand and the seller's proof that it was valid and unused at handover.
- You're refunded in full if the code is dead, already used, or region-locked against the listing — and the seller is not paid. Confirmed bad-faith sellers are actioned.
Important: always test a gift-card or top-up code the moment it's revealed, before you confirm. Once you confirm a working code the order is complete — a revealed, working code can't be "returned" for change of mind, the same way a scratched card can't be un-scratched.
What isn't refundable
- Buyer's remorse — you confirmed a working order, then changed your mind.
- Self-inflicted lockouts — you changed credentials incorrectly after delivery.
- Off-platform trades — anything paid outside PLUGG escrow has no protection.
- Rule-breaking — accounts you got banned by breaking a game's own rules after purchase.
How to request a refund
Open the order, tap "open dispute," and pick the reason. Funds freeze immediately and our team reviews the evidence — most refunds are decided within a few hours. You'll be notified at every step, and you never have to chase the seller yourself.
This policy may be updated as PLUGG grows; the version shown at the time of your order applies.