If you’ve recently made a purchase through the ZLLXX Store on PC, Mac, or mobile and want a refund, you’re in the right place! Below you’ll find all the info on what you can refund, when you can refund, and how to begin the process.
If you are a consumer resident in the EU, you generally have a statutory right of withdrawal for your purchase. Nothing in this policy is intended to limit your statutory right of withdrawal; however, you may be asked to waive your right of withdrawal at the time of purchase.
What is covered by this policy?
This policy applies to all purchases on the ZLLXX Store where you go through ZLLXX checkout on PC, Mac, and mobile (iOS and Android). This means it also applies to in-game real-money purchases in our featured games on PC, Mac, and mobile since they are powered by the ZLLXX Store. ZLLXX cannot provide refunds for purchases made outside of the ZLLXX Store. Real-money purchases where you go through checkout on a third-party mobile store, console store, or in-game/in-app where a developer uses their own payment provider are governed by the refund policy of your point of purchase.
How do I know if my purchase is refundable?
Purchases are marked “self-refundable”, “refundable”, or “non-refundable”. Generally, paid games are self-refundable or refundable, while subscriptions, in-app purchases, in-game items, consumable digital items, and virtual currency are usually non-refundable (unless required by applicable law). Gift purchases are non-refundable.
| Refund Type | Description |
|---|---|
| Self-Refundable | Purchases can be refunded via self-serve on the Transactions page under the Account portal. |
| Refundable | Purchases can be refunded via our Player Support. Fill out the Support Request form for a refund. |
| Non-Refundable | Purchases are not eligible for refund as they may include virtual currency or other consumable digital items. |
When are purchases eligible for a refund?
- PC and Mac products are eligible for a refund within 14 days of purchase (or 14 days after release for pre-purchases) if they are marked as “refundable” or “self-refundable”. However, you must have less than 2 hours of runtime on record.
- Mobile products (iOS and Android) are eligible for a refund within 2 hours of purchase if they are marked as “refundable” or “self-refundable”.
You will not be eligible for refunds for products you’ve been banned from or whose terms you’ve violated. In addition, you may not be eligible for refunds if ZLLXX determines that you are abusing the refund policy.
How can I request a refund?
- “Self-refundable” purchases can be refunded via self-service. Sign in at https://zllxx.top, navigate to the Transactions page, and click the purchase you’d like to refund. If eligible, click the “Refund” button to start the process.
- To request a refund for purchases marked “refundable”, or if you have questions about the refund process:
- Go directly to our Support Request form.
- In the ZLLXX Store Launcher, go to your account dropdown, click on “Settings”, then “Support”, and scroll down to “Contact Us”.
- In the ZLLXX Store on mobile, go to the “Account” icon, then “Support”, click on the “ZLLXX Store” section, and scroll down to “Contact Us”.
How will I get my refund?
Purchases will be refunded to the payment method used to make the purchase whenever possible. You and ZLLXX may also agree that the refund will be issued to another payment method. Refund processing time depends on your payment method.
What about PC/Mac pre-purchases?
You can refund any “self-refundable” pre-purchases yourself any time before that product’s release. After a pre-purchased product is released, our standard refund policy applies (see “When are purchases eligible for a refund?” above). To prevent fraud and abuse, some pre-purchases are not self-refundable.
What about early access or beta versions of a PC/Mac pre-purchased product?
To refund early access or beta versions of products, you need to have less than 2 hours of runtime on record.
What about PC/Mac pre-purchased bundles that include released games?
To refund a pre-purchased bundle marked as “refundable” or “self-refundable,” you need to have less than 2 hours of runtime on record across all products within that bundle. If the bundle includes virtual currency or other consumable digital items, it may be marked “non-refundable”.
What if a product I recently purchased goes on sale?
If your recent purchase goes on sale and it is still eligible for refund, you can refund your purchase for the full amount and immediately re-purchase the product. We do not consider this to be refund abuse.
Can I request a refund for a gift?
If you are the sender of the gift, you cannot request a refund for it. The gift will be automatically refunded to your payment method only if the recipient declines the gift or if the recipient already owns the product.
If you are the recipient of the gift, you can choose to decline the gift, in which case it will be automatically refunded to the sender.
If I made a purchase using my ZLLXX account balance, can I request a refund?
Yes. If you’ve completed a purchase with ZLLXX account balance, you can request a refund for eligible purchases. For more information, see our ZLLXX account balance terms and conditions.
Can I refund the balance in my ZLLXX account?
No. The ZLLXX account balance itself is non-refundable (unless required by applicable law). ZLLXX account balance does not have an equivalent in real currency and is not exchangeable for cash. See our ZLLXX account balance terms and conditions for more information.
If I made a purchase using my ZLLXX Rewards balance, can I request a refund?
Yes. If a product purchased with ZLLXX Rewards is refunded, the refunded amount will be credited back to your ZLLXX Rewards balance. If those ZLLXX Rewards have expired at the time of your refund, ZLLXX may choose, at its discretion, to extend the expiration date.