Refund & Returns Policy

Digital keys have one awkward property: once you have seen a key, you cannot un-see it. That makes returns different from physical goods, so this page sets out exactly where we stand.

Last updated: 10 August 2026.

The short version

The key never arrived. Full refund, automatic after 24 hours.
The key does not work, or was already redeemed. We replace it. If we cannot replace it, full refund.
The region does not match what we told you. Our mistake, our cost. Replacement or full refund, whichever you prefer.
You changed your mind and have not revealed the key. Cancel within 14 days and we refund you.
You changed your mind after revealing the key. This is the one case where we cannot help.

When a key does not work

Tell us what happened and what the platform said. An exact error message helps more than anything else, because most activation failures name their own cause.

We replace the key. If we cannot get a replacement, you get a full refund. We do not ask you to prove you did not redeem it: the platform tells us that.

If you think a key is faulty, try not to redeem it again elsewhere. An unredeemed key is easier for us to replace.

When the region is wrong

Every listing states the region the key activates in. If we got that wrong, it is our mistake and our cost: replacement or full refund, whichever you prefer.

If the listing was right and the key was used outside its stated region, we cannot refund it. The restriction is set by the publisher, and once a key has been attempted against the wrong account it is usually spent.

When you change your mind

You have 14 days to cancel a distance purchase. For digital content that right ends once supply begins with your consent, which is the moment you reveal the key.

So: key not revealed, you can cancel and we refund you. Key revealed, the right has ended. This is set out in the Consumer Contracts Regulations 2013, and it is explained fully on our Right of Withdrawal page.

That last rule is not us being difficult. It is the only thing standing between a key shop and everyone redeeming a key and then asking for their money back, and shops that ignore it do not stay open.

How to ask

Write to info@obsidiankeys.com or use our Contact us page, with your order number and what went wrong. There is no form to fill in and no template to follow.

How refunds are paid

Refunds go back to the payment method you used. We do not offer store credit instead unless you ask for it.

We refund within 14 days of accepting your request, and usually much sooner. How long it then takes to appear depends on your bank, not on us.

Your statutory rights

Nothing on this page reduces your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If a key is faulty or not as described, those rights apply whatever this page says.

If you disagree with a decision

Tell us: most decisions are reversed by one more piece of information. If we still disagree, our Complaints & Dispute Resolution page explains how to escalate.