Last Updated: July 23, 2026

1. Digital Product Policy

Chalzfashion primarily supplies electronically delivered products.

Digital Products cannot normally be physically returned. A code may lose its commercial value once revealed, and a completed top-up may be impossible to reverse.

For this reason, successfully delivered Digital Product transactions are generally final, subject to the exceptions in this Policy and mandatory consumer rights.

2. Claims That May Qualify

A refund, replacement, correction, or redelivery may be available where:

  • Payment was completed but the product was not delivered;
  • The same order was charged more than once;
  • A code was invalid before delivery;
  • A code had already been redeemed before delivery;
  • The wrong product was supplied;
  • The wrong value was delivered because of our error;
  • A top-up failed despite accurate customer information;
  • A top-up was delivered to an account different from the confirmed order because of our error;
  • The product was materially misdescribed; or
  • Applicable law requires a remedy.

3. Non-Refundable Situations

Except where required by law, refunds will not normally be provided where:

  • The customer changed their mind;
  • The purchase was accidental;
  • A valid code was delivered;
  • A code was revealed but not redeemed;
  • A code was successfully redeemed;
  • A top-up was successfully completed;
  • Virtual value was used, transferred, or consumed;
  • The customer selected the wrong game;
  • The customer selected the wrong platform;
  • The customer selected the wrong region;
  • The customer selected the wrong edition;
  • The customer selected the wrong server;
  • The customer supplied an incorrect player ID or UID;
  • Delivery matched the customer information entered at checkout;
  • The customer lacks compatible hardware or software;
  • The relevant account is suspended;
  • The customer attempted unsupported geographic circumvention;
  • A publisher later changed or discontinued a service;
  • A later promotion offered a lower price;
  • The product’s market price changed;
  • The customer shared or resold the code;
  • The relevant platform is temporarily unavailable; or
  • The customer violated Third-Party Platform rules.

4. Cancellation Before Fulfillment

An order may be cancelled only before irreversible fulfillment begins.

Cancellation may no longer be available after:

  • A code is allocated;
  • A code is displayed;
  • A delivery email is sent;
  • A secure link is opened;
  • A top-up request is transmitted;
  • A supplier accepts fulfillment;
  • Credits are applied; or
  • A digital entitlement is issued.

Cancellation requests should be sent immediately to Support@aokenmo.com.

5. Invalid-Code Claims

Before contacting support, customers should confirm:

  • The correct platform is being used;
  • The product region matches the account;
  • The correct game edition is selected;
  • The code was entered accurately;
  • The platform is operating; and
  • The activation instructions were followed.

If the problem remains, contact customer support promptly.

6. Evidence for Code Claims

Provide:

  • Order number;
  • Product name;
  • Platform;
  • Account region;
  • Exact error message;
  • Date and approximate time of the activation attempt;
  • Screenshot of the error;
  • Screenshot showing relevant account-region information; and
  • Other information reasonably required for verification.

Do not publish a complete activation code or send it through a public communication channel.

7. Code Investigation

We may ask a supplier, distributor, publisher, or fulfillment provider to confirm:

  • Whether the code was valid when supplied;
  • Whether it had already been redeemed;
  • The date or time of redemption;
  • The intended platform;
  • The supported region; and
  • Whether a technical problem affected activation.

Third-party verification may require several business days.

8. Missing Top-Ups

For a missing top-up, provide:

  • Order number;
  • Game title;
  • Player ID or UID;
  • Server;
  • Region;
  • Quantity purchased;
  • Current account balance;
  • Relevant transaction-history screenshots; and
  • A description of the problem.

Customers should avoid immediately purchasing an identical replacement order unless they accept the risk that both top-ups may later complete.

9. Customer Input Errors

A top-up successfully delivered to the player information submitted by the customer is generally considered correctly fulfilled.

Chalzfashion cannot normally retrieve, reassign, or transfer virtual value delivered to an unintended account because of customer input.

10. Duplicate Payments

Some pending payment authorizations may appear temporarily without becoming completed charges.

Where two completed charges exist for the same order because of a payment or website error, contact support with:

  • Order number;
  • Transaction dates;
  • Amounts charged; and
  • Limited transaction references.

Do not send complete card details.

A verified duplicate payment will be refunded.

11. Submitting a Claim

Email:

Support@aokenmo.com

Include:

  • Customer name;
  • Order number;
  • Purchase email;
  • Product name;
  • Reason for the request;
  • Relevant screenshots;
  • Platform and region;
  • Player information, where applicable; and
  • Requested resolution.

Incomplete requests may require additional investigation time.

12. Review Process

We may examine:

  • Payment authorization;
  • Order records;
  • Product allocation;
  • Code-display records;
  • Email-delivery records;
  • Redemption status;
  • Supplier confirmations;
  • Top-up records;
  • Device and network indicators;
  • Customer communications; and
  • Relevant platform information.

A claim may be denied where reliable evidence confirms valid and successful fulfillment.

13. Available Remedies

Depending on the circumstances, an approved claim may be resolved through:

  • Redelivery;
  • A replacement code;
  • A corrected top-up;
  • An equivalent product with customer approval;
  • Store credit with customer approval;
  • A partial refund; or
  • A full refund.

A customer will not be required to accept store credit where applicable law requires a monetary refund.

14. Refund Method and Timing

Approved refunds are normally returned to the original payment method.

Refunds are generally initiated within 5–10 business days after approval.

The customer’s bank or payment provider may require additional time to display the funds.

Chalzfashion is not responsible for:

  • Exchange-rate differences;
  • Foreign transaction charges;
  • Bank fees; or
  • Other third-party payment charges.

15. Unauthorized Transactions

Report a suspected unauthorized payment promptly.

We may request reasonable information to verify:

  • The transaction;
  • Customer identity;
  • Payment authorization;
  • Account access;
  • Device activity; and
  • Relevant communications.

Customers should also contact their payment provider and secure affected email and customer accounts.

16. Chargebacks

Customers are encouraged to contact Chalzfashion before initiating a chargeback so that the matter can be investigated.

When responding to a payment dispute, we may provide:

  • Order information;
  • Payment authorization;
  • Customer-submitted details;
  • Code-delivery evidence;
  • Top-up confirmation;
  • Redemption information;
  • Device and IP information;
  • Policy-acceptance records; and
  • Customer communications.

This does not restrict a customer’s right to report a genuinely unauthorized or incorrectly processed payment.

17. Abuse Prevention

We may restrict accounts where reliable evidence indicates:

  • False non-delivery claims;
  • False invalid-code claims;
  • Repeated abusive chargebacks;
  • Use of unauthorized payment methods;
  • Multiple-account promotion abuse;
  • Unauthorized resale;
  • Misrepresentation; or
  • Other deceptive activity.

A genuine complaint will not be treated as abuse merely because a customer requests a lawful remedy.

18. Mandatory Rights

Nothing in this Policy excludes or limits a consumer right that cannot legally be waived.

Where applicable law provides greater protection, the applicable legal requirement will take priority.