Refunds & Replacement Warranty

Why replacement instead of refund

A game account isn't a physical thing we can take back. The moment you see the login and password, you have everything — you can change the password, bind your own email, and the account is yours. There is no way to undo that, so a cash refund after delivery would mean giving away the account and the money.

So the promise we make instead is that the account keeps working. If it doesn't, you get another one.

The warranty

Every account is covered for 3 days from purchase unless its product page says longer. The window is shown on the product page before you buy and on the account card in My Inventory after.

A claim is valid when the account stops working because of something that was already true when you got it:

• the original owner recovered it
• the login details stopped working and we can't restore them
• the account was banned for activity from before your purchase

It doesn't cover what happens after it's yours: a ban for something you did, losing the account because you didn't secure it, or simply changing your mind.

How to claim

File it from Warranty in your account. Pick the account that failed — we already know which order it came from — and send two things:

• what happened, in your own words
• a screenshot of the failure — the game's own screen showing the login being refused, the “account recovered” or password-changed notice, or the ban message

The screenshot is what separates a recovered account from a mistyped password, and it's the evidence we take back to the supplier. Send the whole screen rather than a crop of the error text — the form shrinks it before it uploads, so a full phone screenshot is fine. If you are locked out so completely that you can't reach a screen to capture, tick the box on the form and tell us why.

The account has to have failed inside its warranty window, but you get 7 more days to report it — on a standard 3-day account the form stays open for 10 days after purchase. What matters is when it stopped working, not when you got round to telling us.

We reply within one working day. Once the claim checks out and we have matching stock, the replacement appears in My Inventory the same day — we never send logins by email. It carries a fresh full warranty from that day, not what was left of the old one.

If we don't have a match, the claim stays open and you get the replacement from the next batch — you don't need to chase it, and the status is on your Warranty page the whole time. If you'd rather not wait, message us and we'll swap you to another account of the same value instead.

Accounts with a delivery time

Not every account arrives the instant you pay. Some listings show a delivery time — usually within 30 minutes of payment — and the account is in My Inventory inside that window. The listing shows the exact time before you pay, not after.

Those times are counted during our service hours (9am to midnight (Malaysia time)). Orders placed between 12am and 9am are delivered from 9am onwards. The listing works that out and shows you the actual time before you pay, so what you read is what you get.

If we miss it, you get your money back in full. Nothing has been handed over at that point, so there is nothing to take back and the no-refund rule does not apply. We are alerted the moment a delivery runs late, and if it is still outstanding several hours on, the refund is issued automatically.

An account with a delivery time checks out on its own, not mixed into an order with instant ones. That is deliberate: one order, one delivery time. Otherwise half your order would arrive instantly and half would not, and there would be no honest answer to when “your order” arrives.

When we do refund

• Paid but out of stock. If payment lands and we can't deliver, the money goes back automatically — no request needed.
• Never fulfilled. If we took your money and no account was ever assigned to your order, we refund in full. Once an account is assigned it's yours and the replacement warranty covers it — whether or not you've opened it yet.
• An account missed its delivery time. Full refund. Nothing was handed over, so nothing was revealed — and if it is still undelivered several hours past the time on your order, the refund goes out automatically without you asking.
• Payment taken in error. Duplicate or mistaken charges are returned.

Refunds go back to the original payment method and typically take 5–10 working days to appear, depending on your bank.

Chargebacks

If you open a chargeback with your bank, access to the delivered accounts ends immediately — the credentials stop being available in your Vault. That isn't a penalty; it's the only fair outcome when the payment is reversed. If you think something went wrong, talk to us first. We'd rather fix it than argue with a bank.

Common questions

Can I get a refund after buying a game account from VEXA GAMES?

No, not once an account has been assigned to your order. At that point it has been handed over and cannot be returned — whether or not you have opened it yet. Instead, every account carries a replacement warranty: if it stops working within the warranty window, VEXA GAMES replaces it free from stock.

How long is the replacement warranty?

3 days from purchase by default. The exact window is shown on every product page and in My Inventory, and some accounts carry longer cover.

What counts as a valid warranty claim?

The account no longer works for a reason that existed before you received it — the original owner recovered it, the login stopped working, or the account was banned for something that happened before your purchase.

When does VEXA GAMES give a cash refund?

When you paid but we could not deliver because stock ran out, when a payment was taken in error, and when an order was never fulfilled — no account was ever assigned to it. These are refunded automatically or on request. Once an account has been assigned to your order it is covered by the replacement warranty instead, whether or not you have opened it.

Why do some VEXA GAMES listings show a delivery time instead of arriving instantly?

Most accounts are in your account area the moment payment clears. Some listings show a delivery time instead — usually within 30 minutes of payment — and the account is in My Inventory inside that window. Delivery times are counted during service hours (9am to midnight (Malaysia time)). Orders placed between 12am and 9am are delivered from 9am onwards. Either way the listing shows the exact time before you pay, not after.

What happens if an account with a delivery time is not delivered on time?

You get a full cash refund. Nothing was handed over, so nothing was revealed, and the no-refund rule does not apply — it only applies once an account has been assigned to your order. If a delivery runs late VEXA GAMES is alerted immediately, and if it is still undelivered several hours past the promised time the refund is issued automatically, without you having to ask.

Can I buy an account with a delivery time together with an instant one?

Not in the same order. An account with a delivery time checks out on its own so that one order carries one delivery time — otherwise part of your order would arrive instantly and part would not, and there would be no honest single answer to when your order arrives. Check out one, then the other.

What do I need to send with a warranty claim?

File the claim from the Warranty page in your account: pick the account that failed, say what happened, and attach a screenshot of the failure — the game's own screen showing the login being refused, the account-recovered or password-changed notice, or the ban message. The screenshot is required: it is what separates a recovered account from a mistyped password, and it is the evidence VEXA GAMES takes back to the supplier. There is one exception: if you are locked out too completely to reach any screen worth capturing, tick the box on the form and say so.

How long do I have to file a warranty claim?

The account has to fail inside its warranty window — 3 days from purchase by default — but you get 7 more days to report it. So on a standard 3-day account the claim form stays open for 10 days after purchase, and what matters is when the account stopped working, not when you got round to telling us.

How fast are replacements?

VEXA GAMES replies to a warranty claim within one working day. Once the claim checks out and matching stock is available, the replacement appears in My Inventory the same day — credentials are never sent by email. If there is no matching stock, the claim stays open and you get the replacement from the next batch; you can also ask to swap to another account of the same value.

Does a replacement account have its own warranty?

Yes. A replacement carries a fresh full warranty starting the day it is handed over, not the remainder of the original one, and it gets its own 30-day window for re-reading the login details.

Your statutory rights

Nothing here removes rights you have under Malaysian consumer law, including the Consumer Protection Act 1999. Where that law gives you more than this policy does, the law wins. VEXA GAMES follows it.