Refund & Returns Policy

1. Scope of this policy

This Refund & Returns Policy applies to Digital Products purchased from playhive.store, operated by Zorvex Digital OÜ. It covers game keys, activation codes, wallet top-ups and gift cards only. Because everything we sell is digital, no physical goods are shipped and nothing needs to be posted back to us.

This policy forms part of our Terms & Conditions and should be read together with them. It does not affect any mandatory statutory rights you have as a consumer.

2. The nature of digital products

Digital Products are delivered electronically and take effect the moment their code is revealed. Once a Key or gift-card code has been shown to you, possession of that code is, in practice, the product itself — it can be viewed, copied or activated immediately. For this reason, a revealed code cannot be “returned” in the way a physical item can, and different rules apply compared with physical goods.

3. Right of withdrawal & its waiver

Under EU consumer law, consumers normally benefit from a 14-day right to withdraw from a distance purchase. For digital content, however, that right is lost once performance has begun with the consumer’s prior express consent and their acknowledgement that the right will be lost.

Because our Digital Products are made available for immediate use, when you complete your purchase you expressly consent to immediate delivery and acknowledge that you thereby lose your right of withdrawal once the code has been delivered or revealed. Your other statutory rights, including in respect of faulty or misdescribed products, remain fully intact.

4. When you are entitled to a refund or replacement

We want every purchase to work exactly as expected. You are entitled to a replacement or a refund in the following cases, once we have verified the issue:

• the Key is invalid, has already been used, or cannot be activated on the region or Platform stated on the product page;
• the product was not delivered and we are unable to deliver it;
• the product is materially different from its description on the product page;
• you were charged more than once, or charged in error, for the same Order.

Where an issue is confirmed, we will normally offer a working replacement first; if a suitable replacement is not available, we will issue a refund.

5. When a refund is not available

Refunds are not available in the following circumstances:

• the Key has been successfully activated or redeemed;
• you have simply changed your mind after the code was delivered or revealed;
• you overlooked the product specifications, region, edition or activation requirements clearly stated on the product page;
• the issue is caused by your device, your Platform account or third-party software rather than the Key itself;
• the purchase is connected to a breach of our Terms & Conditions, including fraud or attempted fraud.

If you are unsure whether a product is right for you, please check the product page carefully or contact us before you buy.

6. How to report a faulty or invalid key

If a Key does not work as it should, please contact us at support@playhive.store within 14 days of delivery and include:

• your order number;
• the product name; and
• a clear screenshot or description of any error message you received during activation.

This information allows us to verify the issue quickly. Once we have confirmed it, we will provide a replacement or a refund as set out above. Please do not attempt further activations once you have identified a problem, as this may affect our ability to assist.

7. If your order has not arrived

Most Orders are delivered instantly, but occasionally an email can be delayed or filtered. If your Key has not arrived, please first check the spam or junk folder of the email address you used at checkout. If you still cannot find it, contact us at support@playhive.store with your order details and we will resend the code or, where we are unable to deliver, issue a refund.

8. How refunds are processed

Approved refunds are returned to the original payment method, in the original currency of the transaction, and are processed promptly once approved. The time it takes for the funds to appear in your account depends on your bank or card issuer and is outside our control. We will confirm by email when a refund has been issued.

9. Chargebacks

If you believe there is a problem with an Order, please contact us first — in almost every case we can resolve it quickly. Opening a chargeback or payment dispute without first contacting us, or in respect of a product that was validly delivered and activated, may constitute a breach of our Terms & Conditions and can result in suspension of your Account while the matter is investigated.

10. Your statutory rights

Nothing in this policy excludes or limits any mandatory rights you have as a consumer under applicable law. If you are a consumer in the EU and we cannot resolve a complaint directly, you may also use the European Commission’s Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr.

11. Contact us

For anything relating to refunds, replacements or delivery, our support team is here to help: