Refund Policy

Effective as of: October 2025

Thank you for shopping at Shvilli.
This Refund Policy explains when refunds are granted for digital products purchased through shvlli.com. Because all products sold on Shvilli are digital, instantly delivered, and cannot be returned, our refund rules are designed to protect both customers and the integrity of our digital marketplace.

1. Digital Products Only (Non-Returnable)

All items on Shvilli—such as game keys, software licenses, subscription codes, and gift cards—are delivered instantly via email and/or your Shvilli dashboard.

Since digital items cannot be returned, refunds are limited and only approved under specific conditions (see Section 3).

2. When Refunds Are Not Eligible

Refunds will not be issued in the following cases:

– You purchased the wrong product, region, or platform
– You purchased a product that does not work on your device
– You changed your mind (buyer’s remorse)
– You attempted to activate the key in an unsupported country
– You requested a refund after the product was delivered and viewed
– You misused or shared the key with others
– You provided incorrect email or account information

Please verify compatibility before purchasing.

3. When Refunds Are Eligible

A refund or replacement may be issued if:

3.1. The key or code is invalid

If activation fails and Shvilli Support confirms the key is invalid after verification, we will:

– Replace the product
or
– Issue a refund (at our discretion)

3.2. The product was not delivered

If your product is not delivered within 1 hour, and delivery cannot be confirmed from our system logs.

3.3. Duplicate purchase

If you purchased the same item twice, and only one activation was required.

3.4. Technical error

If the order failed due to a payment-processing error and no product was delivered.

4. Verification Process (Important)

To protect our marketplace from fraud, Shvilli may request:

– Activation screenshot or video
– Error message screenshot
– System region settings (if region-locked key)
– Order email and payment confirmation
– Proof of issue during activation

Refunds cannot be processed without the requested information.

5. Refund Request Deadline

You must contact us within 24 hours of purchase if:

– Your product was not delivered
– Your key is invalid
– You believe you received the wrong item

Requests made after 24 hours may not be eligible.

6. Order Cancellations

Cancellations may be allowed only if:

– The order has not yet been delivered
– The key has not been viewed or accessed

Once a product is delivered or displayed, cancellation is no longer possible.

7. Processing Time

Approved refunds are processed within:

3–10 business days
(depending on your payment provider)

Refunds are issued to the original payment method only.

8. Chargebacks

Unauthorized chargebacks harm marketplace security.

If a chargeback is opened without contacting Shvilli first:

– Your account may be suspended
– Evidence will be submitted to the payment provider
– Any delivered product keys will be invalidated

We always encourage customers to contact Support before opening a dispute.

9. How to Request a Refund

To request a refund, contact:

Email: [email protected]
Subject: Refund Request
Include:

– Order number
– Email used for the purchase
– Reason for refund
– Activation screenshot(s)
– Any error messages

Our team will review your case and respond within 1–24 hours.

10. Contact Information

Shvilli Ltd (Registered UK Company)
Suite 10, Capital House
61 Amhurst Road
London, United Kingdom
E8 1LL

Email: [email protected]