Welcome to Downlore. By accessing our services and purchasing any digital product (including activation keys, gift cards, and software licenses), you acknowledge that you have read, understood, and agreed to be bound by these terms. This policy serves as the official agreement between the customer and Downlore regarding product warranty and replacement.
Nature of Digital Assets
All products sold on our platform are categorized as “Digital Goods.” Due to the irreversible nature of digital codes, once the product key, serial number, or activation code has been transmitted to your provided email or account, the product is considered “delivered” and “consumed.” Consequently, we operate on a strict No-Refund policy once delivery has been confirmed.
The Technical Verification Window
We stand by the quality of our products. In the event of a technical defect (e.g., a non-functional key or an error message during activation), we offer a technical support and replacement service. To qualify for this service, you must submit a formal request within 30 minutes of the delivery timestamp. This timeframe is strictly enforced to protect the integrity of our inventory.
Replacement & Eligibility Criteria
To process a replacement, the following conditions must be met: Evidence of Defect: The claim must be accompanied by a clear, unedited, and timestamped video recording or high-resolution screenshot demonstrating the error or invalidity of the code during the attempt to redeem it. Original State: The product key must not have been previously redeemed, leaked, or shared with third parties. Verification: Our technical team reserves the right to contact the product manufacturer or supplier to verify the status of the code. If the code is proven valid by the provider, the claim will be rejected.
Claim Investigation Process
Once your claim is submitted, our technical team will carefully review the evidence provided. This investigation process typically takes between 1 to 7 working days to complete. We appreciate your patience as we ensure all claims are handled thoroughly and fairly.
Exclusions & Limitations
Downlore is not responsible for, and will not issue replacements for, the following scenarios: Compatibility Errors: It is the customer’s sole responsibility to verify region, platform, and device compatibility before purchase. We do not issue replacements for codes bought for the wrong region. User Misuse: Issues arising from incorrect activation procedures, expired accounts, or failure to follow manufacturer instructions. Third-Party Changes: Downtime, service interruptions, or policy adjustments made by external platforms (such as Roblox, Steam, Xbox, etc.).
Anti-Fraud & Chargeback Policy
We maintain a zero-tolerance policy against fraudulent activity. Any attempt to initiate a “chargeback,” payment dispute, or fraudulent claim after the delivery of a digital product will be documented and forwarded to the relevant payment processing gateways. In such instances, your account will be permanently banned from Downlore, and we will pursue all available legal avenues to contest the dispute.
How to File a Claim
If you believe you have received a defective product and are within the 30-minute window, please reach out to our support team immediately. Include your order number, a clear description of the issue, and the required proof. You can contact us either via our Contact Form or by sending an email directly to support@downlore.com.
Downlore reserves the right to update or modify this policy at any time. By completing a purchase, you agree to the version of this policy in effect at the time of your order.
