1. General Information

This cancellation and refund policy governs the cancellation and refund processes for digital products purchased through PlaySultan. Due to the nature of digital products, different rules apply compared to physical products.

2. Digital Product Returns

E-pin codes and other digital products cannot be returned after delivery due to their nature. Returns are not accepted in the following cases:

  • After the e-pin code has been viewed or copied
  • After the e-pin code has been used
  • After 24 hours from the purchase (except for defective product cases)
  • When the wrong product is purchased due to user error (wrong platform, wrong region, etc.)

3. Cases Where Returns Are Accepted

Your return request will be evaluated in the following cases:

  • Non-Working E-Pin: If the delivered e-pin code is invalid or non-functional, you must contact our customer service within 24 hours.
  • Wrong Product Delivery: If a product different from what you ordered is delivered.
  • Double Charge: If duplicate payment is made for the same order, the excess payment will be refunded.
  • Order Failure: If the order cannot be completed due to technical reasons and the product cannot be delivered.

4. Return Application Process

  1. Application: Submit your return request by emailing [email protected] or through the on-site support system.
  2. Provide Information: Include your order number, detailed description of the issue, and screenshots if available.
  3. Review: Your request will be reviewed by our team within 1-3 business days.
  4. Result: If the return is approved, your payment will be refunded through one of the following methods.

5. Refund Methods

  • Site Balance: The refund amount is added to your site balance (fastest method).
  • Original Payment Method: Refund is processed within 5-10 business days depending on your payment method.
  • New E-Pin: A new and valid e-pin code is provided to replace the non-working one.

6. Order Cancellation

  • Orders that have not yet been completed and products not delivered can be cancelled.
  • Orders cannot be cancelled after digital product delivery.
  • Balance top-up requests can be cancelled before administrator approval.

7. Exceptions

Return or cancellation requests may be rejected in the following cases:

  • Transactions suspected of fraud
  • Users who violate the terms of use
  • Manipulative or bad-faith return requests

8. Contact

For cancellation and return requests, you can reach us at [email protected].

Last updated: May 2026