Effective Date: 24 May 2026
This Complaint and Refund Procedure explains how customers can report issues with orders, request assistance, and apply for a refund or replacement when purchasing digital products from keyrino.com, operated by FAKEL DIGITAL LTD (“Keyrino”, “we”, “us”, or “our”).
1. General Information
Keyrino sells digital products, including game activation keys, digital codes, and gift cards. Because these products are delivered electronically, they are generally non-refundable once delivered, accessed, activated, or redeemed.
However, we understand that technical issues may occur. If there is a problem with your order, we will review your complaint fairly and provide a suitable resolution where applicable.
2. How to Submit a Complaint
If you experience an issue with your order, please contact us at:
Email: info@keyrino.com
When submitting a complaint, please include the following information:
Your order number
The email address used during checkout
The product name
A clear description of the issue
Screenshots, error messages, or other proof, if applicable
Providing complete and accurate information helps us investigate your case faster.
3. Complaint Review Process
After receiving your complaint, our support team will review the order details and may request additional information if needed.
The review process may include:
Checking the order and delivery status
Verifying the digital key or code issue
Reviewing screenshots or error messages provided by the customer
Confirming whether the product has been activated, redeemed, or used
Assessing whether the issue is covered by our refund policy
We aim to respond to complaints within 3 business days.
4. Refund or Replacement Eligibility
You may be eligible for a refund or replacement if:
The digital key or code does not work upon delivery
You received the wrong product
The product was not delivered to your email address or account
A technical issue prevents you from accessing or using the product and cannot be resolved by our support team
A duplicate payment was made for the same order
All refund and replacement requests must be submitted within 14 calendar days from the date of purchase.
5. Non-Refundable Cases
Refunds or replacements will not be granted if:
The product has been successfully activated, redeemed, or used
You purchased the wrong product by mistake
The issue is caused by your device, system, account, region, or platform restrictions that were stated on the product page
You provided incorrect contact or account details during checkout
You changed your mind after receiving the digital product
The request is submitted more than 14 calendar days after purchase
The order is connected to suspicious, unauthorized, or fraudulent activity
Due to the nature of digital goods, delivery is considered completed once the activation key, digital code, or gift card code has been sent to the email address or account provided at checkout.
6. Refund Procedure
If your refund request is approved, the refund will be issued to the original payment method used at checkout.
Refund processing times may vary depending on your bank, card issuer, or payment provider. Approved refunds are usually processed within 5–10 business days.
In some cases, we may offer a replacement product instead of a refund, especially where the original product is confirmed to be faulty, invalid, or unusable.
7. Fraud Prevention
To protect customers and prevent unauthorized transactions, we reserve the right to review, delay, cancel, or refund orders that are flagged as suspicious by our security systems.
We may request additional verification before processing an order, complaint, refund, or replacement.
Orders connected to fraud, abuse, chargeback misuse, unauthorized payment activity, or violation of our Terms of Use may be refused, canceled, or excluded from refund eligibility.
8. Contact Information
If you have any questions about complaints, refunds, or your order status, please contact us:
FAKEL DIGITAL LTD
Company No. 16154931
Registered Office: 167-169 Great Portland Street, 5th Floor, London, England, W1W 5PF
Email: info@keyrino.com