Refunds and replacements

The short version: if something goes wrong with an account, we replace it. The 7 days start when you mark the account secured, not when we sent it — so the clock does not run down while it is sitting unopened. Never mark it, and they run from delivery instead, so the window always closes. Most sellers give you 24 hours from delivery. We think that is too short to find out whether an account is really yours.

What is covered

For 7 days after you mark the account secured — move the email to yours, change the password, tick those two on your order page, and the guarantee starts from there:

• the login does not work
• you lose access to the account
• it holds less than the range the page you bought from advertised — count it when you first sign in
• the account is suspended or locked, through nothing you did to it after it arrived

Report it from your order page. There is a button on it from the minute the account arrives — you do not have to email anyone or wait for a reply to start.

We replace it. Always.

If something is wrong with the account, you get another one — that is the promise, and it is not a negotiation. A replacement is always equal or better than what you lost: never a downgrade, and never a lesser standard of account than the one you paid for.

We lead with a replacement because it is faster and because you came here for an account rather than for money back. If we genuinely cannot find you one in a reasonable time, we refund you instead — you are never left waiting indefinitely for stock that does not exist.

If we are late finding your account

We used to simply refund you and close the order. That was tidy and it left you with nothing: you still did not have an account, and we had lost the sale. So now, when we miss the 24-hour promise, we send you the best account we actually have in stock — free, and yours to keep — and carry on hunting the one you ordered. You get that one too, at no further cost, whenever it turns up.

You never have to accept that. A refund stays available the whole time, on the order page, for as long as the order is undelivered. The free account is not conditional on waiting and we do not ask for it back.

When it is always a refund

• We were late, and you want your money. If we promised to find you an account within 24 hours and missed it, the refund is complete, it is one button on your order page, and we do not get to decide. There is no form and nobody to convince.
• You changed your mind while we were still looking. Any order we have not delivered yet can be refunded from your order page, deadline or no deadline. Only that account is refunded — anything else you bought at the same time is untouched.

Refunds and the free sixth account

Buy five accounts of one standard and the sixth of that standard is free. Only accounts you have secured are counted — an account you have been given but not yet taken over does not count yet — so a refunded order comes back out of the count — refund one of five and you are back to four. If a free account was already earned but has not been sent yet when that happens, it stops being owed.

A free account you have already been given is yours. We do not take one back because a later order was refunded, and it carries the same 7-day guarantee as one you paid for. It has no refund button, for the obvious reason: there is no money behind it.

Bought the wrong one?

Then it is still yours. What is in an account is listed on its page before you pay, so read it carefully: we do not swap an account, take one back, or replace it because you would rather have bought a different one. Everything above is for accounts that go wrong. A change of mind is not one of those.

If you want a bigger one, buy it. It arrives as its own account alongside the one you have — not a trade-in, and not a return.

What is not covered

• anything reported after your 7 days have passed
• an account you gave the login to somebody else, or sold on
• an account suspended for cheating, tampering or third-party tools after it reached you — play it the normal way and buy from the in-game shop the normal way, and this will not come up
• changing your mind about which cards are in an account, when the listing said what was in it before you paid

Outside those, if something has gone wrong and you are not sure whether it counts, ask. We would rather hear about it than have you assume the answer is no.

How the money comes back

Refunds go to the card or method you paid with — we cannot send them anywhere else. We issue them immediately; your bank usually takes a further five to ten working days to show it.

Talk to us before your bank

If something is wrong, open a claim from your order page. It is faster than a chargeback, it does not freeze anything while it is investigated, and it is the same outcome. Everything above is what we will do anyway — there is nothing to win by going around us.

Questions: support@996.monster. The FAQ answers the common ones, and the terms cover the rest.