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Exchange and return

1. General provisions

We strive for every customer to receive a product that corresponds to the description on the site and to be able to use it without hindrance in accordance with the terms of the seller, platform or publisher.

Digital goods of proper quality that have been delivered to the buyer in full and correspond to the description on the site are generally not subject to return or exchange after transfer to the buyer.

2. When can you apply for a replacement or refund?

You can contact support if:

  • the received code or key does not activate;
  • the code has already been used at the time of receipt;
  • you were delivered the wrong product, platform or edition than indicated in the order;
  • the activation region or other significant restrictions of the product did not match the description on the product page;
  • the product was not delivered after successful payment.

3. When a replacement or refund is not possible

A replacement or refund is not possible if:

  • the product was successfully delivered and activated;
  • the buyer made a mistake when choosing a game, platform, region, edition or product type;
  • the product page clearly indicated restrictions on region, platform, activation method or compatibility, but the buyer did not take them into account;
  • the problem arose due to the device, account, software or regional settings not meeting the requirements specified in the product description;
  • the buyer transferred the code to third parties or violated the platform/publisher activation rules.

4. How to submit a request

So that we can quickly check the situation, send a request to the support service and specify:

  • order number;
  • full name or email specified during checkout;
  • product name;
  • brief description of the problem;
  • screenshot of the activation error;
  • if necessary, a screenshot of the account page, profile region or other materials necessary for verification.

5. Deadline for submitting a request

Please contact us no later than within 14 calendar days from the moment of receiving the digital product if there is a problem with delivery or activation.

6. Deadline for considering the request

We check the request as soon as possible. Typically, the initial response is provided within 1 business day, and a full review may take up to 3 business days, depending on the nature of the situation and the need for additional verification with the supplier.

7. Possible solutions

After verification, we may offer one of the following options:

  • replacing the key or code with a correct one;
  • redelivering the product;
  • refunding the funds using the same payment method used to make the purchase;
  • other solution agreed upon with the buyer.

8. Refund

If after verification it is confirmed that the product does not match the description, was not delivered or cannot be used for reasons for which the seller is responsible, we will issue a refund.

The term for crediting the funds depends on the payment service and the buyer's bank and is usually from 1 to 10 business days after confirming the return.

9. Support contacts

For all questions regarding delivery, activation, replacement or return, please contact:

TrebaGra
Email: support@trebagra.com.ua
Phone: +380939300060
Telegram: https://t.me/TrebaGra
Support schedule: from 9:00 to 21:00

10. Important

Before placing an order, please carefully read the product description, platform, activation region, language, delivery method and other characteristics indicated on the product page.