KPG+ Refund or Cancellation Policy

We value our customers and are committed to providing quality support when things don’t go as planned.
Exceptions: KPG+ also reserves the right to close any KPG+ accounts, or to cancel or refuse orders, refund or returns for violations or abuse of our returns or cancellation policy, or any fraudulent activities relating to refunds or returns. Below are exceptions to the general seven (7) day rule. All the exceptions listed below require the services or merchandise be returned with a receipt or a KPG+ order number.

Products or services purchased while on sale or through special promotions may be subject to additional restrictions and may not be eligible for refunds or exchanges.

Electronics (including, but not limited to, gaming hardware and software, laptops, phones and tablets, smartwatches, monitors, security systems, and wireless routers) must be returned unopened within 7 days of online-store purchase or receipt of shipment in order to qualify for a refund or exchange. Any non-defective electronics that are not returned in their original unopened packaging will not be eligible for a refund or exchange.

Orders shipped from KPG+ over $200.00 cannot be returned to online stocking store. Orders placed will be subject to brand manufacture (e.g., OEM) RMA policy directly with proof of customer receipt.

Defective products, including opened electronics that are defective, may be returned within 7 days of online-store purchase or receipt of shipment in order to qualify for a refund or exchange.

Pre-owned software must be returned within three (3) days of online-store purchase or receipt of shipment in order to qualify for a refund or exchange.

Digital content, Gift Cards, Point of Sale Activation (“POSA”), Trading Cards and products containing Trading Cards such as Pokémon, and Yu-Gi-Oh! are not eligible for return.

Our refund policy for our product replacement is subject to manufacturer (e.g., OEM) standard warranty coverage and RMA policies.

Membership Subscription Services:

You can cancel your purchase of a subscription service and request a refund within 7 days from the initial transaction date, even after you start using the subscription. The refund may be reduced pro-rata to reflect the use you have had of the service. This may show as two transactions in your account transaction history: a refund of the full amount originally paid and then a debit of a charge for the period of the service you received.

If you take advantage of a free trial when you sign up to a service, the 7-day cancellation period will commence on the day we accept your order of the free trial, and the duration of the free trial will be included in the 7-day period. For example, if you sign up for a free trial which lasts 3 days and your payment method is charged for the subscription at the end of the trial, you will have 3 days from the date of the charge to cancel. Note: When you purchase a subscription service, you agree to a rolling subscription with periodic billing (e.g., monthly, quarterly, semi – annual or annual billing). You can stop making payments at any time by turning off [Auto-renewal] (click here for more information) but, beyond the initial 7-day cancellation period, you will not receive a refund for payments already made. When you turn off [Auto-renewal], your subscription will continue until the next payment is due, at which point it will end.

Refund Request Process:

You can start the refund request process for any Digital Game Subscription Services by signing into the account that made the purchase at the page link below. Tell us why you’re requesting a refund. We use this information to improve our services, products and processes, and to hopefully minimize the need for future refund requests. If we grant refund approval, you’ll see the refund being processed on your KPG+ account, and you’ll no longer be able to use the subscription/content services. The refund may take 5 – 7 business days, so you may want to check with your bank to ensure the applicable payment method has been properly credited

Request a Refund for Digital Gaming Services Criteria and/or Qualification:

We understand that sometimes purchases of digital game services or products don’t go as planned. When that happens, we’ll help you request a refund.
Refunds are typically issued for requests meeting the following criteria:

Requests are made within 7 days of the subscription purchase date.

Requests are for games in which you haven’t accumulated a significant amount of play time.

Note: Be aware that submitting a request doesn’t guarantee a refund, especially if it doesn’t meet the above criteria.

Promotional Bundles

You can cancel your purchase of a promotional bundle (e.g., 3 games for the price of 2) within 7 days from the date of transaction and receive a refund, if you have not started downloading or streaming any part of the bundle.

Purchases made outside of KPG+™Store

We do not provide refunds for purchases made outside of KPG+™Store, such as purchases made on KPG+ Direct, Gift Cards or Vouchers (e.g., for KPG+) purchased from other retailers, or voucher codes for specific games.