Effective date: 3 November 2026
1. Overview
This Refund Policy forms part of the ItemGG Terms of Service. If ItemGG is unable to deliver your order, you will receive a full refund to your original payment method within 48 hours.
2. Eligible Refunds
- Full refund when ItemGG is unable to deliver your order.
- Partial refund for the undelivered portion when an order is delivered only in part, or a carry is not completed.
- Full refund when you cancel an order before delivery begins.
- Full refund when an order is cancelled because of a listing error or an incomplete fraud check.
3. Non-refundable Orders
- Gold, currency and items that have been transferred to you in game.
- Carries that have been completed.
- Orders delivered to the character identified at checkout where the in-game details provided were incorrect.
- Orders not collected: if you do not make yourself available to receive delivery within 15 days of your order, despite our attempts to contact you, the order is not refunded, except where applicable law requires otherwise.
- Purchases of ItemGG Coins, where offered.
4. Refund Method and Timing
Refunds are issued to the original payment method within 48 hours. No processing fee is deducted. Your bank or payment provider may take additional time to show the credit on your statement.
5. How to Request a Refund
Email support@itemgg.com with your order number. Our support team is available 24 hours a day, 7 days a week.
6. Chargebacks
We ask that you contact our support team before initiating a chargeback, as most issues can be resolved directly. If a chargeback is initiated for a delivered order, the amount remains payable, and ItemGG may refuse future orders.