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

Message us from the contact page with three things:

• your order number
• which account it is, if the order had more than one
• 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. If you are locked out so completely that you can't reach a screen to capture, say so and we'll work from whatever you can show.

We reply within one working day. Once the claim checks out and we have matching stock, we send you the replacement account's details the same day we reply. If we don't have a match, you choose: wait for the next batch, or swap to another account of the same value.

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 delivered. If credentials were never revealed to you, we refund in full.
• 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 the login details have been revealed to you. At that point the account has been handed over and cannot be returned. 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 delivered. These are refunded automatically or on request.

What do I need to send with a warranty claim?

Your order number, which account it is, and 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, say so and VEXA GAMES works from whatever you can show.

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 account's details are sent to you the same day. If there is no matching stock, you choose: wait for the next batch, or swap to another account of the same value.

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.