Refund & Replacement Policy

Before delivery

If your order has not been delivered yet, you can cancel it at any time for a full refund of the amount we received. Just reply to your order email or write to info@virtgold.shop.

After delivery: replacement first

If a product does not work as described because of our fulfilment, we will replace it free of charge. This includes:

• A voucher or license key that is invalid, already used or rejected.
• An activation or upgrade that was not applied to your account.
• Access that stops working during the paid term for reasons on our side.

When we refund

If we cannot provide a working replacement within a reasonable time, you get a refund: in full if the product never worked, or for the unused part of the term if it worked for a while.

What is not covered

• Change of mind after a key or code has been revealed, redeemed or activated.
• Wrong details provided at checkout, such as an incorrect email or account.
• Account actions by a service provider caused by how the account was used (for example terms-of-service violations).
• Price changes after purchase, or features changed by the provider that are outside our control - although we will always try to offer an alternative.

How to ask for help

• Email info@virtgold.shop with your order number.
• Describe the problem and attach a screenshot of any error message.
• Never send passwords, seed phrases, private keys or recovery codes - we will never ask for them.

We usually reply within 24 hours and resolve most cases within 1-3 business days.

How refunds are paid

Refunds are sent in cryptocurrency for the value of your order in the store currency at the time of purchase. We send to the wallet address you confirm with us, using the same asset and network you paid with where possible. Network fees for the refund are covered by us when the problem was ours.