This page sets out when a refund or replacement is available on StormWick, how to ask for one, and what happens after you do. The StormWick Guarantee layers extra protection over and above the rights the law already gives you.

Last updated: 27 June 2026 · Effective: 27 June 2026

1. Overview

StormWick deals exclusively in digital products — game keys, activation codes, gift cards, software and in-game content — all of which are delivered electronically and redeemed on a third-party Platform such as Steam, PlayStation Network, Xbox, Nintendo eShop, Epic Games, GOG or Battle.net. Our catalogue is sourced through Kinguin, and we sell no physical goods of any kind.

This Refund Policy covers:

  • the statutory protections you hold as an EU/EEA Consumer under the Estonian Law of Obligations Act and Directive 2011/83/EU;
  • the key exception that applies to digital content once delivery has taken place;
  • the extra, voluntary cover — the StormWick Guarantee — that we provide in addition to what the law requires.

This Policy is part of our Terms of Service. Any terms written with an initial capital carry the meaning assigned to them in the Terms.

2. Your statutory rights

Nothing set out here restricts or removes any consumer right that cannot be waived under applicable mandatory law, including your entitlement to a remedy where a product is defective or fails to match its description.

3. The 14-day right of withdrawal — and the digital-content exception

Under EU consumer law you generally have 14 days to withdraw from a contract concluded at a distance. For digital content that is not supplied on a physical medium, however, that right falls away the moment supply starts — provided you have given your prior express consent and confirmed that you understand the right of withdrawal will be lost.

When you place an Order you are expressly requesting immediate delivery of your key and confirming that the 14-day withdrawal right ends as soon as that key reaches you. This is a requirement of EU law and applies equally to every digital store.

It is precisely for this reason that we provide the additional cover described below.

4. The StormWick Guarantee

Every digital product you buy from StormWick is backed by the StormWick Guarantee. On top of your legal rights, we undertake to:

  • Replace, free of charge, any key that is faulty, already redeemed or invalid with a working key for the same product;
  • Provide a full refund whenever a replacement cannot be arranged;
  • Cancel and refund an unredeemed Order within 14 days if you accidentally purchased the wrong product or the wrong platform.

This Guarantee is offered voluntarily and runs alongside your statutory rights. It supplements the law rather than replacing it.

5. Unredeemed keys — change of mind

Should you have second thoughts, buy the wrong title, or mistakenly pick the wrong platform or region, we will cancel the Order and return the money to your card, as long as each of the following is true:

  • The key remains unredeemed on the Platform;
  • You ask for the cancellation within 14 days of delivery;
  • You have not misused this option by making repeated cancellations (we may decline requests that look like abuse).

Since a key that has been delivered cannot be put back into circulation, our supplier may disable it as part of the cancellation. For that reason, please do not try to redeem the code once you have submitted a cancellation request.

6. Faulty, invalid or wrong-region keys

If your key turns out to be faulty, has already been activated, does not correspond to the platform or region shown on the product page, or fails to redeem for any reason attributable to us, we will put things right at no charge to you.

What we offer

  • A free replacement with an identical product, or
  • Where a replacement cannot be supplied within a reasonable period, a full refund to your original payment method.

What we need from you

  • Your order number;
  • A clear screenshot taken on the Platform that shows the exact error message — for instance “key already activated”, “wrong region” or “invalid code”;
  • The date and time at which you tried to redeem the key.

7. Cases that are not eligible for a refund

So that we can keep prices low and our service viable, refunds are not available in the situations listed below:

  • The key has already been redeemed on the Platform, no matter who redeemed it.
  • You changed your mind after redemption. Once a key sits on your Platform account, the licence is yours under that Platform’s terms.
  • You activated the key in a region it was never meant for, where the restriction was plainly stated on the product page.
  • The problem stemmed from the Platform, your device, your internet connection or the status of your account — for example, a regional ban or a VAC ban.
  • You supplied incorrect personal details that stopped us delivering the key (such as a mistyped e-mail address) and failed to get in touch with us within a reasonable time.
  • The request arrives more than 14 days after delivery, unless mandatory consumer law grants you further rights (for example, remedies for defective digital content over a longer window).
  • Repeated abuse of the refund process or of promotional vouchers and discount codes.

8. How to request a refund or replacement

  • Reach us through our Contacts page or e-mail privacy@stormwick.com.
  • Include your order number — you will find it in your order confirmation e-mail or under My Account → Orders.
  • Give a short description of the problem and, where it helps, attach a screenshot of the Platform error.
  • Let us know whether you would rather have a replacement key or a refund to your original payment method. Wherever we can, we will honour your choice.

There is no printed form to fill in — an ordinary e-mail does the job. We handle most requests within a few hours, and almost always before the business day is out.

9. Processing time and how refunds reach you

As soon as a refund is approved, we send it back to the payment method you originally used, on the same business day. How long the funds take to show up on your statement depends on your payment method and your bank:

  • Visa / Mastercard — usually 3–5 business days, occasionally as long as 10.
  • Google Pay / Apple Pay — the same timing as the card behind them.
  • Vouchers and store credit — instant, credited to your StormWick account balance.

Refunds always go back to the method used at checkout. We are unable to redirect a refund to a different card or account.

10. Chargebacks

If something goes wrong with an Order, please come to us first — we can nearly always sort it out more quickly than your bank can. Starting a chargeback before contacting our support team counts as a breach of these Terms and may lead to your account being suspended at once and any related keys being cancelled.

Where a chargeback proves to be unjustified, we reserve the right to recover the sum involved, together with associated fees and reasonable costs, by legal means.

11. Contact

Doventis OÜ — Customer Care

Registry code: 17523989

Tööstuse tn 48, 10416 Tallinn, Estonia

Support: privacy@stormwick.com · Contacts page