Refund policy
Last updated: 10 November 2026
Every ID comes with a 15-day store warranty. It is a store warranty against login and initial verification issues only. If your claim is approved, you can choose a refund or an ID exchange.
1. Warranty period
The 15 days start from the day your order is delivered to you.
2. What is covered
- The login details do not work when you first try them.
- The account fails initial verification because its main details are clearly different from the listing.
3. Your choice
If your claim is approved, the choice is yours:
- Refund: your payment is returned to you.
- ID exchange: we give you another ID in place of the faulty one.
4. What is not covered
- Any problem that starts after your first login and initial verification, including bans, suspensions, recovery claims or restrictions applied by Garena.
- Future bans or restrictions caused by violating Garena's policies, including cheats, hacks, third-party tools or breaking game rules.
- Problems that start after you change the account details, link new accounts, or share the login with others.
- Claims made after the 15-day period.
5. Top-up and appeal drafting help
- Top-up: if your top-up is not delivered, we complete it or refund your payment.
- Appeal drafting help: if we do not deliver the drafting help you paid for, we refund your payment. Refunds do not depend on the result of your appeal, because Garena holds the final authority and no unban can be guaranteed.
6. How to claim
- Open the Contact button on our website within 15 days.
- Send your order details and a screenshot or short video of the problem.
- We will check your claim and reply with the next step.
7. Refund timing
After we approve your claim, we return your payment to the method you used. Timing can depend on your bank or UPI app.