exxo.store | Effective Date: 26 March 2026 | Last Updated: 26 March 2026
1. Scope and Purpose
This Refund and Cancellation Policy ("Policy") governs all refund and cancellation requests for Digital Products purchased through https://exxo.store in accordance with the Terms and Conditions. It is issued by SYNTRIX NEXUS LTD, registered number 17119014, 20 Wenlock Road, London, N1 7GU, England, United Kingdom.
This Policy is formulated in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015 (CRA 2015), and the Company's AML/CTF framework. Nothing in this Policy affects your statutory rights.
Unless otherwise defined in this Policy, all capitalised terms shall have the meanings ascribed to them in the Terms and Conditions.
2. Statutory Framework
2.1 Right of Withdrawal – Digital Content
Under Regulation 28(1)(b) read together with Regulation 36(1) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the fourteen (14) day right of withdrawal does not apply to the supply of digital content not supplied on a tangible medium where: (a) performance has begun with the User's prior express consent; and (b) the User has acknowledged that the right of withdrawal is thereby lost. By ticking the confirmation checkbox at checkout and confirming immediate delivery, you provide that consent and acknowledgement. If you do not tick the checkbox, delivery will not commence and you retain the right to withdraw within fourteen (14) days.
2.2 Consumer Rights Act 2015
Digital content must be of satisfactory quality, fit for purpose, and as described (CRA 2015, ss. 34–36). Where digital content fails to conform to those standards, you are entitled to a remedy under ss. 43–44 CRA 2015: in the first instance, repair or replacement; if neither is possible or proportionate within a reasonable time and without significant inconvenience, a price reduction or a full refund.
3. General Rule – Sales Final After Delivery
Once a Digital Product code has been delivered (i.e. transmitted to your email or Account dashboard) and the right of withdrawal has been waived at checkout, the sale is final except where required by applicable consumer protection law, including where Digital Products are not as described, or otherwise defective at the time of Delivery. The User agrees that due to the nature of Digital Products, once delivered, codes may be accessed, copied, or used without the Company’s ability to reverse or verify such actions.
4. Eligible Refund Circumstances
4.1 Invalid or Pre-Redeemed Code
If the code delivered is technically invalid or was already redeemed before delivery, you are entitled to a replacement code or, where no replacement is available, a full refund. You must report the issue as soon as reasonably possible and within seventy-two (72) hours of delivery with evidence of the platform error received.
4.2 Non-Delivery
If your code is not delivered within a reasonable time, typically two (2) hours of payment confirmation and is not in your spam or junk folder, you may submit a non-delivery claim. The Company will re-deliver or refund within four (4) business hours of confirming non-delivery.
4.3 Duplicate Charge
If you are charged twice for one Order due to a Company-side processing error, the duplicate charge will be refunded within five (5) business days of confirmation.
4.4 Manifest Listing Error
Where a product is materially misdescribed (incorrect platform, region, or edition) in a manner not reasonably identifiable by you before purchase, you may request a replacement or refund within fourteen (14) days of delivery.
4.5 Key Revocation Due to Upstream Fraud
Where a key is revoked by a Third-Party Platform as a result of fraud in the supply chain that is not attributable to you, the Company will investigate within ten (10) Business Days. If revocation is confirmed as attributable to the supply chain, the Company will provide a replacement or a refund of the purchase price. This does not extend to consequential losses including lost game progress or in-game items. Revocations must be reported within thirty (30) days of the revocation event or as soon as reasonably practicable after becoming aware of the issue.
5. Non-Refundable Circumstances
No refund will be issued where: (a) the code has been successfully activated or redeemed; (b) activation fails due to a regional restriction disclosed in the product listing; (c) the User fails to meet system or hardware requirements stated in the listing; (d) the claim is submitted outside the applicable reporting window; (e) the refund request is associated with suspected fraud or AML concerns that may delay processing of the refund to the extent required to complete verification; (f) the User has previously abused the refund process.
6. Refund Procedure and Timelines
| Step | Action | Timeline |
|---|---|---|
| 1 – Submit claim | Email [email protected] with subject "Refund Request — [Order Number]". Include: full name, email, order reference, product name, description of issue, and supporting screenshot. | Within applicable reporting window |
| 2 – Acknowledgement | Company acknowledges receipt. | Within 2 business hours |
| 3 – Investigation | Company investigates and liaises with Supplier where needed. | Within 2 Business Days (standard); up to 10 business days (revocation) |
| 4 – Decision | Company notifies you of approval or reasoned rejection. | On completion of investigation |
| 5 – Refund processing | Approved refunds processed to original payment method. | Within 5 Business Days of approval |
Where identity verification is required under the Company's AML/CTF framework, processing timelines may be extended pending completion.
Refunds will be issued using the original payment method unless otherwise required by law.
7. AML/CTF Controls on Refunds
All refund requests are subject to Fraud Prevention Policy.
8. Chargebacks
Users are encouraged to contact the Company through this procedure before initiating a chargeback with their payment provider, as this allows the Company to resolve issues promptly. The Company will contest chargebacks where the Digital Product was validly delivered and no eligible refund ground exists under this Policy. Nothing in this clause limits your rights under the rules of your payment scheme or applicable consumer law.
9. Complaints
If you are dissatisfied with the outcome of a refund request, you may escalate your complaint to [email protected]. See the Terms and Conditions for the full complaint and ADR procedure.
10. Contact
Refund Requests: [email protected]
Compliance: [email protected]
Website: https://exxo.store
This Refund and Cancellation Policy was adopted by SYNTRIX NEXUS LTD on 26 March 2026.