Refund Policy

1. All sales are final at Z2U and refund will not be given except the following conditions:

1.1 Buyer did not receive the order. As long as the product has not been delivered or partially delivered, cancellation and refund is possible at any time. For cancellation of a transaction, please refer to Order Cancellation guide.

1.2 Item received by the buyer does not match product description. In this case buyers will be covered under Z2U Protection.

2. Refund policy does not cover the following:

2.1 Buyers have verified and confirmed the receipt of the order.

2.2 Transactions made outside of Z2U Marketplace.

2.3 Refunds will not be issued due to the buyer’s dissatisfaction for personal reasons with the product, remorse after ordering,  mistakenly purchased items, never raising after-sales service for the order within 72 hours, manually closed dispute by the buyer, in the scenario that the buyer’s computer does not meet the minimum Product requirements, and any amendment or punishment by Game Developer / Game Publisher after the delivery successfully conducted.

2.4 By purchasing any products from the Z2U platform, the buyer understands, acknowledges and accepts this release of liability.

2.5 Z2U does not cover fraudulent claims. We reserve the right to pursue legal actions and permanently suspend a buyer's account for filing fraudulent claims.

3. Buyers must only confirm the receipt of your order after you have verified the item received is as described in the product listing and in working condition. Confirming the receipt of your order indicate that you are satisfied with your purchase and finalising the transaction, after which the payment will be released to the seller. The buyer shall be deemed to have accepted the purchased Goods and/or Services if no claim, issues and/or complaints is raised or made by the relevant Buyer to Z2U within seventy two (72) hours upon delivery of the purchased Goods and/or Services. Due to the special nature of virtual items/game services (cannot return or cancel services), refunds will not be given for orders which are finalised and completed. 

4. In the event of a trading dispute, buyers have 72 hours to respond to our request for information by providing evidence for validation. We will deem the issue resolved and close the dispute if buyer fails to do so within the stipulated time frame.

5. Z2U does not cover payment disputes or bank chargebacks and related responsibilities. If this happens, Z2U must stop the platform-part investigation and wait for the payment partner/bank to make a decision. The Z2U dispute team may for the sake of assistance (but is not obliged to) ask the user to provide complaint materials for defense. During the waiting period for the dispute/chargeback result, no request including refund will be accepted.

6. All Sale Contracts are strictly made between the relevant Seller and the relevant Buyer to the full and absolute exclusion of Z2U and Z2U does not provide any after sale services. Z2U may, but shall not be obliged to, assist the Buyer or the Seller in the event that any dispute arises after the conclusion of any Sale Contract.

7. For orders which has passed verifying stage, processing fee will not be refunded. 

8. When the cancellation has been accepted, orders received on Z2U will be temporarily saved to the credits balance by default. The buyer will have the right to use the credits to redeem new orders, or request refund to the original payment method. 

If the buyer need refund to the original payment, please enter the credits record and submit the refund request. Credits record page: https://www.z2u.com/UserCenter/creditsLog

9. If the order is cancelled at the stage where the payment has not been verified (Pending or trade closed), the refund may be returned to the original payment method.

10. Depending on the type of payment method the buyer uses, refund may typically take up to 14 days(or more) to process. This is because the payment partner/banks do not usually finalize a refund immediately and the authorization hold of the funds may take up to 14 days to expire. The refund completion status displayed on Z2U means that Z2U has successfully submitted the refund application to the payment partner/bank. The actual refund arrival time is subject to the payment partner and bank processing. For specific refund details, we suggest contacting the payment partner or bank that provides the payment method. Z2U will provide refund receipts or vouchers to assist buyers in inquiring about the refund.

11. Depending on the type of payment method the buyer uses, Z2U will deduct the refund fee of the payment partner and the bank (approximately 0.3 USD - 1 USD) when refunding. The refund amount received by the buyer will be the amount after deducting the refund fee. If the transaction supports multiple refunds, a refund fee will be deducted for each refund.

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