Refund requests
This policy applies to digital purchases from DrKeys.sa. Send refund or delivery requests to support@drkeys.sa with your order reference. Review the product platform, edition and activation region before purchase, and the rules below before revealing a delivered key.
Before a key is revealed
Contact support@drkeys.sa before opening the key if you bought the wrong product or changed your mind. We review requests for unrevealed, unused keys made within seven days of delivery, subject to the applicable legal rules and product-specific exceptions. Do not reveal or redeem the key while your request is being reviewed.
After a key is revealed
Once a digital key is revealed, change-of-mind refunds are normally unavailable because the code cannot reliably be returned unused. The same applies to a key you have redeemed or shared. Check the platform, edition and activation region before choosing View Key.
This restriction does not remove rights for an invalid, previously redeemed or incorrect key, a product that does not match its description, failed delivery, or any remedy required by applicable law. A revealed key can still be investigated when there is a genuine product problem.
Invalid keys and delivery problems
Send your order ID, product name and a description of the issue through support. A screenshot of the activation error with the key masked may help. We may check delivery and access records and consult the supplier or platform to establish the problem. Never send your account password, authenticator code or full card details.
Where the supplied product is faulty or incorrect, we will provide an appropriate replacement or eligible refund, taking account of your applicable rights. Delayed or missing delivery does not become non-refundable merely because an order exists.
How an approved refund is returned
Where possible and legally appropriate, an approved refund is returned through the original payment method and in the original transaction currency. Your bank or provider controls the final posting time. We will explain the outcome and any necessary next steps.
Associated discounts and cashback are recalculated or reversed consistently with the refunded items. Promotional gift credit is not cash and is not converted into a cash refund solely because it was issued. We will not require you to accept promotional credit instead of a refund to which you are legally entitled.
Mandatory rights and contact
Nothing in this policy limits mandatory consumer rights under applicable law. Contact support@drkeys.sa if you believe your request was assessed incorrectly. Keep the order reference and our correspondence for your records.