Complaints Policy

1. Our commitment

Zorvex Digital OÜ, which operates playhive.store, is committed to providing a fast, reliable and friendly service. We know that occasionally things can go wrong, and when they do we want to hear about it. This policy explains how to raise a complaint, how we handle it, and what you can expect from us at each stage.

We treat every complaint as an opportunity to put things right and to improve. All complaints are handled fairly and confidentially, and you will never be treated less favourably for having raised one.

2. What this policy covers

A complaint is any expression of dissatisfaction, whether justified or not, about the products or service you have received from us. It may relate, for example, to:

• a game key, activation code or gift card that did not work as expected;
• the delivery of your order, including delays or non-delivery;
• a payment, price or billing matter;
• the content or accuracy of a product page or other information on our website;
• the quality, tone or timeliness of the support you received.

If your complaint is specifically about a faulty or invalid key, or a request for a refund or replacement, please also read our Refund & Returns Policy, which sets out your entitlements in detail. This policy explains how any complaint is handled from start to finish.

3. How to make a complaint

You can raise a complaint at any time, free of charge, by contacting our support team:

• by email at support@playhive.store; or
• through the form on our Contact page.

To help us resolve your complaint as quickly as possible, please include:

• your order number and the email address used at checkout;
• the product name;
• a clear description of the problem, with any error messages or screenshots; and
• how you would like us to put things right.

4. Acknowledging your complaint

We will acknowledge your complaint within two (2) business days of receiving it. Our acknowledgement confirms that your complaint is being looked into and gives you a point of contact for any further correspondence. If we need any additional information from you in order to investigate, we will ask for it at this stage.

5. How we investigate

Once your complaint has been logged, a member of our team will review it thoroughly. This may involve checking our order and delivery records, verifying a key or code, and looking into any technical or payment details connected to your order. We may contact you if we need to clarify anything. Throughout, your complaint is handled confidentially and in line with our Privacy Policy.

6. Resolving your complaint

We aim to provide a full response and resolution within fourteen (14) calendar days of acknowledging your complaint. Depending on what we find, an appropriate resolution may include a working replacement, a refund, a correction, a clear explanation, or an apology.

If a complaint is particularly complex and we need more time, we will tell you why, keep you updated on our progress, and give you a realistic timeframe for our final response.

7. If you are still not satisfied

If you are unhappy with our response, please let us know and ask for your complaint to be reviewed again. A senior member of the team who was not involved in the original decision will take a fresh look at the matter and respond to you. We will always do our best to reach a fair outcome with you directly.

8. Alternative dispute resolution

Nothing in this policy excludes or limits your statutory rights as a consumer. If you are a consumer resident in the European Union and we are unable to resolve your complaint to your satisfaction, you may refer the matter to the European Commission’s Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr. The ODR platform is an official channel for resolving disputes about online purchases without going to court.

9. Confidentiality & records

We keep a record of complaints and how they were resolved so that we can monitor the quality of our service and prevent similar issues in future. Any personal information you provide when making a complaint is used only to handle that complaint and is processed in accordance with our Privacy Policy.

10. Contact us

To raise a complaint or check on the status of one, our support team is here to help: