Gameonglow

Game On. Glow On.

Refund and Returns Policy

Refund and Returns Policy

Last Updated: October 29, 2025

Introduction

At GameOnGlow, we strive to provide high-quality gaming experiences and services. This Refund and Returns Policy outlines the terms and conditions for refunds and replacements of purchases made through our platform.

Please read this policy carefully before making any purchase. By completing a purchase on GameOnGlow, you acknowledge that you have read, understood, and agree to this policy.

Our Policy Overview

Replacements: We offer a 7-day replacement policy for eligible products and circumstances.

Refunds: We issue refunds only in special cases as outlined in this policy.

Once a purchase is completed on our platform, including but not limited to:

  • Digital games and downloadable content (DLC)
  • In-game currency and virtual items
  • Subscription plans
  • Season passes and battle passes
  • Cosmetic items and skins
  • Loot boxes and randomized content
  • Game upgrades and expansions

These digital products are generally non-refundable but may be eligible for replacement within 7 days under certain conditions.

7-Day Replacement Policy

We offer replacements within 7 days of purchase for the following situations:

Eligible for Replacement:

1. Technical Defects

  • The purchased content is fundamentally broken or unplayable due to technical defects
  • The game fails to launch or run on your device despite meeting stated system requirements
  • Critical bugs prevent game progression or core functionality
  • Persistent server issues prevent access to online features

2. Incorrect Content Delivered

  • You received the wrong game, DLC, or item
  • The content delivered doesn’t match what you ordered
  • Missing content from a bundle or package

3. Duplicate Purchases (Accidental)

  • You accidentally purchased the same item multiple times due to technical error
  • System error resulted in duplicate charges for the same item

4. Content Not as Described

  • The product differs significantly from the official description
  • Advertised features are missing or non-functional
  • Content is substantially different from promotional materials

How Replacements Work:

For Games/DLC:

  • We may provide an alternative game or DLC of equal or similar value
  • Store credit equivalent to the purchase price
  • Access to a corrected or fixed version of the content

For Virtual Items/Currency:

  • Replacement with equivalent items
  • Correct amount of virtual currency
  • Alternative items of equal value

For Subscriptions:

  • Extension of subscription period
  • Upgrade to correct subscription tier
  • Credit for affected subscription time

Replacement Request Process

To request a replacement within 7 days of purchase:

Step 1: Contact Support

Email: support@gameonglow.com or visit support.gameonglow.com

Step 2: Provide Required Information

  • Your GameOnGlow account username and email
  • Order/Transaction ID
  • Date of purchase
  • Product name or description
  • Detailed explanation of the issue
  • Screenshots, videos, or supporting evidence (if applicable)
  • Device and system specifications (for technical issues)

Step 3: Troubleshooting

  • Our technical team may work with you to resolve the issue
  • You may be asked to try specific solutions
  • Provide feedback on attempted fixes

Step 4: Replacement Decision

  • Review completed within 3-5 business days
  • If approved, replacement processed within 5-7 business days
  • You’ll receive confirmation via email

Step 5: Original Content Removal

  • Defective or incorrect content will be removed from your account
  • Replacement content will be added
  • Transaction history will be updated

Items NOT Eligible for Replacement

Replacements will NOT be provided for:

Change of Mind:

  • You no longer want the purchased item
  • You prefer a different product
  • You found a better deal elsewhere

Personal Device Issues:

  • Your device does not meet minimum system requirements
  • Insufficient storage space
  • Outdated operating system or hardware
  • Poor internet connection

Gameplay Preferences:

  • You don’t like the game after playing
  • Game difficulty level
  • Gameplay style or mechanics
  • You completed the game quickly

Consumed/Used Items:

  • Virtual currency that has been spent
  • Loot boxes or mystery items that have been opened
  • One-time use items that have been consumed
  • Timed boosters that have been activated
  • Cosmetic items that have been equipped or used

Account-Related Issues:

  • Account suspension or ban due to Terms of Service violations
  • Loss of access due to sharing credentials
  • Forgetting account password
  • Regional restrictions clearly stated before purchase

After 7-Day Window:

  • Replacement requests made after 7 days from purchase date will not be accepted

Refund Policy – Special Cases Only

Refunds are issued only in exceptional circumstances and at GameOnGlow’s sole discretion.

When Refunds May Be Issued:

1. Unauthorized Transactions

  • Your account was hacked or compromised
  • Fraudulent purchases made without your authorization
  • Evidence of identity theft

Requirements:

  • Report immediately upon discovery
  • Provide evidence of unauthorized access
  • File a security report with our team
  • Change password and enable two-factor authentication
  • Cooperate with security investigation

2. Duplicate Charges (Payment Error)

  • Multiple charges for a single purchase due to payment processing error
  • Bank or payment gateway error resulted in overcharging

Requirements:

  • Report within 48 hours of charge
  • Provide bank statement or payment confirmation
  • Verification that duplicate content was not received

3. Non-Delivery of Paid Content

  • Payment was processed but content was never delivered
  • Unable to resolve through replacement process
  • Technical issues prevent content delivery after multiple attempts

Requirements:

  • Report within 7 days
  • Allow our technical team to attempt delivery/resolution
  • Verify correct account and platform
  • No successful workaround available

4. Service Discontinuation

  • GameOnGlow discontinues a service or game you purchased
  • No alternative or replacement available
  • Discontinuation occurs within 30 days of your purchase

5. Legal or Regulatory Requirements

  • Refund required by applicable consumer protection laws
  • Court order or legal mandate
  • Compliance with regional regulations

Refund Request Process

If you believe your situation qualifies for a refund:

Step 1: Exhaust Replacement Options First

  • Attempt to resolve through our 7-day replacement policy
  • Work with technical support to fix issues
  • Only request refund if replacement is not possible

Step 2: Submit Refund Request

Email: support@gameonglow.com

Step 3: Provide Documentation

  • Account details and transaction information
  • Detailed explanation of special circumstances
  • Supporting evidence (police report for fraud, bank statements, etc.)
  • Timeline of events
  • Previous support ticket numbers

Step 4: Review Process

  • Special case refund requests reviewed within 7-10 business days
  • May require additional documentation
  • Decision communicated via email

Step 5: Refund Processing (If Approved)

  • Refunds processed within 10-14 business days from approval
  • Issued to original payment method
  • Bank processing may take additional 3-5 business days
  • Refunded content removed from account

Refunds NOT Issued For:

  • Change of mind or buyer’s remorse
  • Financial hardship or budget constraints
  • Inability to play due to time constraints
  • Dissatisfaction with gameplay
  • Game difficulty or content
  • Unused subscription time
  • Forgetting to cancel auto-renewal
  • Account bans or suspensions for violations
  • Items received from loot boxes or random drops
  • Gifts that have been claimed by recipients
  • Price drops or sales after purchase

Subscription Services

Replacements:

  • Access issues resolved through subscription extension
  • Billing errors corrected with credit or extended access

Refunds:

  • No refunds for unused subscription time
  • Must cancel 24 hours before renewal to avoid charges
  • No refunds for forgotten cancellations

Cancellation:

  • Cancel anytime from account settings
  • Access continues until end of current billing period

Pre-Orders

Before Release:

  • Can be cancelled for full refund anytime before release date
  • Cancellation processed within 5-7 business days

After Release:

  • Subject to standard 7-day replacement policy
  • Refunds only in special cases
  • Early access considered as “release” date

Gifts and Promotional Items

Gifted Content:

  • Purchaser can request refund before recipient claims gift
  • After claimed, standard 7-day replacement policy applies
  • Replacements coordinated with gift recipient

Promotional/Free Content:

  • No refunds or replacements (no purchase made)
  • Granted at discretion, may be revoked for violations

Chargebacks and Payment Disputes

⚠️ Important Warning:

Filing a chargeback or payment dispute without contacting GameOnGlow support first may result in:

  • Immediate account suspension
  • Permanent account ban
  • Loss of all purchases, progress, and content
  • Being blocked from future purchases
  • Potential legal action

Always contact us first at support@gameonglow.com

We are committed to resolving legitimate issues fairly. If you file a chargeback after receiving a refund or replacement, you may face legal consequences for fraud.

Regional Consumer Rights

Your Legal Rights:

This policy does not affect your statutory rights under applicable consumer protection laws, including:

  • EU Consumer Rights Directive (14-day withdrawal right may apply)
  • Australian Consumer Law guarantees
  • UK Consumer Rights Act 2015
  • Other regional consumer protection regulations

EU/EEA Users:

  • You may have a 14-day right of withdrawal for eligible purchases
  • This right may not apply to digital content accessed or downloaded with your consent
  • Our 7-day replacement policy complements these rights

Other Jurisdictions:

  • If local laws provide stronger consumer protections, those apply
  • Contact us for region-specific information

Account Termination

If your account is terminated for Terms of Service violations:

  • All purchases and content access forfeited
  • No refunds or replacements issued
  • Includes bans for cheating, harassment, fraud, or abuse

Best Practices Before Purchasing

We encourage you to:

✓ Read product descriptions and system requirements carefully ✓ Watch gameplay videos and read user reviews ✓ Try free demos or trial versions when available ✓ Verify your device meets minimum requirements ✓ Ensure you’re logged into the correct account ✓ Check regional availability and restrictions ✓ Review DLC and add-on compatibility ✓ Read bundle contents carefully

Processing Times

Replacement Requests: 3-5 business days review, 5-7 days processing

Refund Requests: 7-10 business days review, 10-14 days processing

Bank/Payment Processing: Additional 3-5 business days may apply

Contact Us

For Replacements: support@gameonglow.com

For Refund Requests: refunds@gameonglow.com

Support Portal: support.gameonglow.com

Customer Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)

Response Time: 48-72 hours (business days)

Changes to This Policy

We reserve the right to modify this policy at any time. Changes are effective immediately upon posting. Continued use of GameOnGlow constitutes acceptance of modifications.

Material changes communicated via:

  • Email notification
  • Website announcement
  • In-app notification

Summary

✓ 7-Day Replacement Policy for technical issues, incorrect content, and eligible circumstances

✓ Refunds in Special Cases Only – unauthorized transactions, non-delivery, legal requirements

✗ No refunds for change of mind, used items, or after 7 days

✓ Contact us within 7 days for replacement requests

✓ Contact us immediately for unauthorized transactions or fraud

Thank you for choosing GameOnGlow!

We’re committed to providing exceptional gaming experiences and fair customer service. If you have questions about this policy, please contact us at support@gameonglow.com.

Game On! 🎮

This revised policy clearly establishes that you offer 7-day replacements while keeping refunds strictly for special cases. Please have this reviewed by legal counsel to ensure compliance with all applicable laws in your operating regions.Retry