Refund Policy

At Lootbox, we aim to provide you with a seamless and enjoyable experience while using our platform. However, we understand that situations may arise where you may seek a refund. This Refund Policy outlines the circumstances under which refunds may be granted and the terms associated with those refunds.

1. General Policy on Refunds

All purchases made on the Lootbox platform are final and non-refundable. This includes purchases of virtual boxes, credits, experience points (XP), or any other items and services available on our platform. By completing a transaction, you agree that you understand and accept that no refunds will be issued for any products or services.

2. Non-Refundable Items

The following are considered non-refundable:

• Virtual boxes (also known as “mystery boxes”).

• In-store credits.

• Experience points (XP).

• Fees associated with exchanges, upgrades, or any other platform features.

All virtual items obtained through the opening of boxes, including physical goods won, are non-refundable. Any XP or credits earned or purchased are also non-refundable and non-transferable between accounts.

3. Refunds for Unused Credits

While refunds for used credits are not available, Lootbox may, at its sole discretion, consider issuing refunds for unused credits that were directly purchased by users. To request a refund for unused credits, you must contact our support team at [email protected] within 30 days of purchase.

If a refund is granted, the unused credits will be deducted from your account, and the refund will be issued to the original payment method used for the purchase.

4. Damaged or Faulty Physical Items

If you receive a damaged or faulty physical item as a result of winning an item from a virtual box, you may be eligible for a replacement or refund. To request a refund or replacement, please contact our support team within 14 days of receiving the item. The following terms apply:

• You may be required to return the damaged or faulty item before a refund or replacement is issued.

• Lootbox will cover the costs of returning the damaged or faulty item.

• If the item is determined to be faulty, a refund or replacement will be issued at Lootbox’s discretion.

5. Item Exchanges and Cryptocurrency

If you have elected to exchange items won from boxes for credits or cryptocurrency, refunds for the value of those exchanges will not be issued. Cryptocurrency withdrawals from the platform are irreversible, and no refunds will be granted once the transaction is processed.

6. Billing Discrepancies

If you believe that you have been incorrectly billed or charged for a transaction that did not occur, you must notify our support team at [email protected] within 30 days of the charge. Failure to report the billing error within this timeframe will result in the charge being considered valid and non-refundable.

7. Chargebacks

If a chargeback occurs on your account, Lootbox reserves the right to terminate your account and forfeit any balance, credits, items, or XP associated with the account. Lootbox will cooperate fully with the relevant payment processor or authorities to dispute fraudulent chargebacks.

8. Final Decision

All refund requests are subject to review by Lootbox. We reserve the right to approve or deny any refund request at our sole discretion. Refunds, when granted, will be processed to the original payment method used for the transaction.

9. Contact Us

For any inquiries or refund requests, please reach out to our support team at [email protected].