Refund policy

Refund Policy

Thank you for shopping at Sweets Play.

This Refund Policy explains how refunds, cancellations, replacements, and warranty claims are handled for digital products purchased from our store.

By placing an order on Sweets Play, you agree to this Refund Policy.

A. Digital Product Notice

Sweets Play sells digital products, including but not limited to any related digital game products.

Because our products are digital and can be accessed or used immediately after delivery, refunds are limited and may not be available once the product has been delivered.

B. No Refund After Delivery

Orders that have already been delivered are generally not eligible for refund.

A product is considered delivered when the account information, login details, transfer code, password, or other access data has been sent to the customer through email, Shopify order page, WhatsApp, Discord, or any other official delivery method.

Refunds will not be provided for:

  1. Customer changed their mind after purchase.
  2. Customer purchased the wrong product.
  3. Customer did not read the product description carefully.
  4. Product details such as server, character, resource, progress, or account type were already stated on the product page.
  5. Customer no longer wants to use the account after receiving it.
  6. Customer found another product or price elsewhere.
  7. Product has already been used, transferred, modified, resold, or changed by the customer.

C. Eligible Refund Cases

A refund may be considered only in the following cases:

  1. The product has not been delivered yet.
  2. The product is out of stock and no suitable replacement is available.
  3. Sweets Play is unable to fulfill the order.
  4. The product delivered is significantly different from the main product description.
  5. The account cannot be accessed from the initial delivery and no replacement or solution is available.
  6. A major error occurred due to Sweets Play.

Refund eligibility will be reviewed based on the order details, product condition, and evidence provided by the customer.

D. Replacement Before Refund

For digital account products, Sweets Play may offer a replacement product before issuing a refund.

Replacement may be provided if:

  1. The login details are incorrect from the initial delivery.
  2. The account cannot be accessed when first received.
  3. The product is significantly different from the description.
  4. The original product is unavailable but a similar product is available.

If a suitable replacement is provided and accepted, the order will be considered fulfilled and no refund will be issued.

E. Limited Warranty

Unless stated otherwise on the product page, Sweets Play provides a limited warranty for 30 days from the date of delivery.

The warranty only applies to issues that are proven to have existed before or at the time the customer received the product.

The warranty may cover:

  1. Incorrect login details from the initial delivery.
  2. Account cannot be accessed when first received.
  3. Product is significantly different from the main description.
  4. Access issues that are proven not to be caused by the customer.

Warranty solutions may include account recovery assistance, replacement account, or other compensation at the discretion of Sweets Play.

F. Warranty Exclusions

The warranty does not apply to:

  1. Account banned, suspended, limited, restricted, or reset due to customer actions.
  2. Customer changed the login details and then lost access.
  3. Customer shared the account with another person.
  4. Customer violated game rules, platform rules, or publisher policies.
  5. Account lost due to phishing, scam, malware, or customer negligence.
  6. Account affected by game updates, maintenance, rollback, reset, or developer/publisher policy changes.
  7. Customer used, transferred, modified, resold, or changed the account after delivery.
  8. Problems caused by third-party tools, VPN usage, suspicious login activity, or unsafe account handling.
  9. Customer failed to report the issue within the warranty period.

G. Customer Responsibility After Delivery

After receiving the product, customers must check the account immediately.

Customers are advised to:

  1. Log in and verify the account details.
  2. Confirm that the product matches the description.
  3. Change password or security information if possible.
  4. Keep the account information private.
  5. Avoid sharing the account with any third party.
  6. Contact Sweets Play immediately if there is any issue.

Sweets Play is not responsible for account loss or damage caused by customer negligence after delivery.

H. Refund Request Requirements

To request a refund, replacement, or warranty claim, customers must contact Sweets Play through our official contact channels and provide:

  1. Order number.
  2. Purchase email.
  3. Product name.
  4. Clear explanation of the issue.
  5. Screenshot, video, or other supporting evidence.

Requests without sufficient evidence may be rejected.

I. Refund Review Process

All refund requests will be reviewed by Sweets Play.

We may check:

  1. Order status.
  2. Delivery status.
  3. Product description.
  4. Customer evidence.
  5. Account condition.
  6. Whether the issue happened before or after delivery.

Sweets Play reserves the right to approve or reject refund requests based on the review result.

J. Refund Method

If a refund is approved, the refund will be processed through the original payment method whenever possible.

Refund processing time may vary depending on the payment provider, bank, e-wallet, or payment gateway.

Sweets Play is not responsible for delays caused by third-party payment providers.

K. Chargebacks and Payment Disputes

Customers are encouraged to contact Sweets Play first before opening a chargeback or payment dispute.

False chargebacks, fraudulent claims, or payment disputes after receiving the product may result in:

  1. Rejection of future orders.
  2. Cancellation of warranty support.
  3. Restriction from using Sweets Play services.
  4. Submission of evidence to the payment provider.

L. Order Cancellation

Customers may request order cancellation only if the product has not yet been delivered.

Once the product has been delivered, the order can no longer be cancelled.

Sweets Play also reserves the right to cancel an order if:

  1. The product is unavailable.
  2. Payment is suspicious or invalid.
  3. There is a pricing or system error.
  4. The order is considered high-risk or fraudulent.
  5. The customer violates our Terms of Service.

M. Contact Information

For refund requests, replacement requests, warranty claims, or order issues, please contact us through:

Sweets Play
Email: support@sweetsplay.co
WhatsApp: +6282313274612
Operational Location: Indonesia