Digital goods are non-refundable once delivered. Steam gifts, keys and gift card codes are redeemable the moment they are received, and game top-ups are credited straight into the player account you name. None of these can be reversed once delivered. Subscriptions are the one exception and have their own rules below. Please read this policy carefully before purchasing.
GENERAL POLICY
All purchases on VaultX.lk are for digital goods (Steam game gifts, in-game items, digital top-ups, PlayStation and Xbox gift cards, and subscriptions). Due to the nature of digital products, all sales except subscriptions are final once the product has been delivered to the customer's Steam account, game account, email or chat.
By completing a purchase on VaultX.lk, you acknowledge and agree to this no-refund policy for delivered digital goods.
GAME TOP-UPS
Game top-ups — PUBG Mobile UC, Mobile Legends Diamonds, Honor of Kings Tokens, Call of Duty Mobile CP, Free Fire diamonds, Delta Force coins, Rainbow Six Mobile credits and similar in-game currency — are credited directly to the player account you identify at checkout. Once the publisher has credited that account, the currency cannot be moved, recovered, or reversed by us, and the sale is final.
Your Player ID is your responsibility. Every top-up page tells you where to find your Player ID, User ID, Zone ID, Server ID, or Riot ID, and links to the official verification page. Please check it before you pay. If you enter an ID that belongs to someone else, or an ID with the wrong zone or server, the top-up will be delivered to that account and no refund or replacement is possible.
Region-locked top-ups. Some products, such as Free Fire (SG) and Valorant (Singapore), only work on accounts registered in that region. Buying one for an account in another region is not refundable.
If a top-up is not credited. If you gave a correct ID and the currency has still not appeared after our delivery window, contact us with your Order ID. We will either complete the top-up or refund it in full. Publishers occasionally credit large packs in stages, so please check your in-game mailbox before reporting it as missing.
Bans, suspensions, or account actions applied by the game publisher after a top-up has been credited are outside our control and are not grounds for a refund.
SUBSCRIPTIONS
Our guarantee lasts for your whole subscription period. If your subscription stops working because of a problem on our side, contact us and we will replace it. Where a replacement is not possible, we refund the days you have not used. For example, if a 1 month plan stops working after 15 days, you are refunded 15 days' worth.
Changing your mind. Before your subscription is delivered, you can cancel for a full refund. After delivery, you can still ask for a refund. Depending on the situation, we refund either the days you have not used or the full price. A small key creation fee is deducted from any refund made after delivery.
What the guarantee does not cover. Each subscription is also governed by the terms of its provider (for example Adobe) and of the third-party tools we use to deliver it. If your access is suspended or banned because you broke those terms, for example by sharing your login or key or reselling access, that is your responsibility and no refund or replacement is given.
Adobe Creative Cloud is different from our other subscriptions. It is a genuine Adobe licence on your own email address. You must follow Adobe's rules, and we are not responsible if Adobe suspends or bans your account for breaking them.
These subscription rules apply whether you paid with Koko or by bank transfer. After delivery, refunds are available for subscriptions only; every other product follows the rules on the rest of this page.
PLAYSTATION & XBOX GIFT CARDS
PlayStation and Xbox gift card sales are final once the code has been sent. Gift cards only work in the region they were issued for, so please check the region and account you are buying for before you pay.
If you choose the wrong region or card, we cannot refund or exchange it.
NON-REFUNDABLE SITUATIONS
- ✕The Steam game gift has been sent to your Steam account and accepted.
- ✕A game key or activation code has been revealed or delivered.
- ✕You changed your mind after delivery was completed (subscriptions excepted, see above).
- ✕You purchased the wrong game and delivery has already occurred.
- ✕Your Steam account does not meet Steam gift eligibility requirements (account age, spend threshold) — please verify before purchasing.
- ✕A top-up was credited to the Player ID, User ID, Zone ID, Server ID, or Riot ID you supplied, including when that ID turns out to be wrong or belongs to another player.
- ✕A region-locked top-up was bought for an account registered outside that region.
- ✕A PlayStation or Xbox gift card code has been sent, including when the wrong region or card was chosen.
- ✕A subscription was suspended or banned by its provider because its terms were broken.
- ✕Koko installment payments that have already been processed cannot be individually reversed.
ELIGIBLE EXCEPTIONS
Refunds or replacements may be considered in the following situations. These are assessed on a case-by-case basis and are not guaranteed:
- ✓The wrong game was sent due to an error on our side (not a user selection mistake).
- ✓The game is region-locked and cannot be activated in Sri Lanka, where this was not disclosed at point of sale.
- ✓Payment was processed but the game was never delivered within the agreed timeframe (typically 24 hours).
- ✓A top-up was paid for but never credited to a correct Player ID within the agreed timeframe.
- ✓The wrong top-up pack was delivered due to an error on our side.
- ✓A subscription stopped working because of a problem on our side and could not be replaced (refunded for the days not used).
- ✓Duplicate payment was charged for the same order.
VAULTX COINS ON A REFUND
If an order is refunded, any VaultX Coins earned on that order may be reversed, and any coins you redeemed against it may be restored to your balance. Restored coins keep their original expiry date and are not extended.
Coins can only be redeemed once you have an order that was paid for and marked delivered. A refunded order does not satisfy that condition, so if the refunded order was your only one, your coins return to a locked state until your next completed order.
Coins have no cash value and are never refunded as money. Refunds are always issued to the original payment method for the amount actually paid, which excludes any discount covered by coins. Full terms for the programme are in our Terms of Service.
KOKO INSTALLMENT REFUNDS
Koko BNPL installment payments are governed by Koko's own terms and conditions. Once a Koko transaction is initiated and the game has been delivered, we cannot cancel or reverse individual installments.
If a refund is approved under our exception policy, we will work with Koko to cancel any pending installments. Already-processed installments are subject to Koko's refund procedures.
BANK TRANSFER PAYMENTS
Bank transfer orders that are not paid within 48 hours are cancelled. Nothing is charged for a cancelled unpaid order.
If a refund is approved for an order you paid by bank transfer, the money is sent back to your bank account. Please allow 7 to 14 days for it to arrive.
HOW TO REQUEST A REFUND
To submit a refund request, contact us within 48 hours of purchase. For subscriptions, you can contact us at any time during your subscription period. Use one of the following channels:
Include your order number, email address, and a description of the issue. We will respond within 24 hours.