Refund Policy

1. General Policy

All purchases on Packy are generally final. Due to the digital nature of our products (virtual pack openings, credits, and in-platform items), we are unable to offer refunds once a transaction has been completed and the digital goods have been delivered.

This policy applies to all payment methods accepted on the platform, including credit cards, debit cards, Apple Pay, Google Pay, Cash App Pay, and cryptocurrency. It forms part of, and should be read together with, our Terms and Conditions, including the payments provisions in Section 49 of the Terms.

Authorization holds. A pending authorization on your statement is not always a completed charge. If a transaction fails after authorization, the hold is released by your card issuer automatically, typically within a few business days. Authorization holds that release on their own are not charges and are not eligible for refund requests.

2. Eligible Refund Cases

We may issue a refund in the following circumstances:

• A technical error caused a charge without delivering the corresponding credits or items
• A duplicate charge occurred due to a payment processing error
• You were charged an incorrect amount
• A purchase was made fraudulently without your authorization

3. Physical Items

For physical card shipments, you may be eligible for a refund or replacement if:

• The item arrives damaged or defective
• The wrong item was shipped
• The item is lost in transit (subject to carrier investigation)

Refund requests for physical items must be submitted within 14 days of the delivery date or expected delivery date. Items must be returned in their original condition where applicable.

4. How to Request a Refund

To request a refund, please contact our support team at [email protected] with the following information:

• Your account email address
• Order or transaction ID
• Date of purchase
• Reason for the refund request
• Any supporting documentation (screenshots, photos of damaged items, etc.)

5. Processing Time

Refund requests are reviewed within 3–5 business days. Approved refunds are processed to the original payment method within 5–10 business days, depending on your bank, card issuer, digital wallet provider, or payment processor. We have no control over how long your bank or wallet provider takes to post a refund once it has been issued.

Refunds to original payment method only. All refunds are issued exclusively to the original payment method used for the transaction. We do not issue refunds to a different card, bank account, wallet, or person, except where the original payment method no longer exists and applicable law requires an alternative.

Compliance refunds. In certain cases (for example, where identity verification is not completed, where a payment cannot be verified, or where we decline a transaction for compliance reasons), we may proactively reverse a purchase and refund it to the original payment method. In that case, any credits, bonuses, or items granted in connection with the purchase are removed.

Processing delays and outages. Refund and payment timelines may be affected by delays or outages at payment processors, card networks, banks, or cryptocurrency networks. Such delays are outside our control and do not create any additional entitlement.

6. Chargebacks and Payment Disputes

If you believe a charge is incorrect or unauthorized, please contact us at [email protected] before initiating a chargeback or payment dispute. We resolve legitimate payment errors quickly, and direct resolution is almost always faster than a bank dispute.

Initiating a chargeback on a delivered purchase without first contacting us, or disputing a transaction you authorized, may result in the immediate suspension or termination of your account, the removal of credits, items, bonuses, and rewards connected to the disputed transaction (including anything derived from them), and the withholding of pending redemptions while the dispute is resolved. We contest unjustified chargebacks with our payment processors and may share relevant transaction and account records with them for that purpose, as described in our Privacy Policy.

Nothing in this section limits your legal right to dispute a genuinely unauthorized transaction with your card issuer.

7. Contact

If you have any questions about this policy, please contact us at [email protected] or visit our Help Center.