Refund Policy
Last updated: September 11, 2026
This Refund Policy explains when refunds may be granted for purchases made through keypets.gg ("Key Pets," "we," "our," or "us").
Key Pets sells digital in-game items delivered by our staff through in-game trades and gifting. Because these are digital goods, refund eligibility is limited as described below.
1. Digital products and final sales
1.1 Completed deliveries are final. Once an order has been successfully delivered in-game, it is considered final and is generally not eligible for a refund.
1.2 No returns or exchanges. Digital items cannot be physically returned. Once an item has been transferred to your Roblox account, we cannot reliably recover it, revoke it, or verify whether it is still in your possession, has been traded away, or has been consumed in-game. Returns and exchanges are therefore not available after delivery.
1.3 Item variations. Some listings specify a mutation, trait, or variant. Where a listing does not specify one, the item may arrive with or without a mutation or trait, and this is not grounds for a refund. Where a listing does specify one and we deliver something different, Section 2.2 applies.
2. When a refund may be granted
We may issue a refund, replacement, or corrected delivery in the following situations:
2.1 Failure to deliver. If your order was never delivered and our team cannot complete fulfillment within a reasonable time after you notify us, you may qualify for a refund.
2.2 Incorrect delivery. If you receive an item that substantially differs from what you ordered — the wrong item, the wrong quantity, or the wrong specified variant — we may offer a corrected replacement delivery, or a refund if the issue cannot reasonably be resolved.
2.3 Duplicate charges or payment processing errors. If a verified payment error causes you to be charged more than once for the same order, the duplicate amount will be refunded.
2.4 Orders cancelled before fulfillment. If your order is cancelled before delivery is completed — for example because payment verification fails, the item goes out of stock, or we are otherwise unable to fulfill it — you will be refunded in full.
2.5 Excessive delay. Most orders are delivered within about five minutes of your claim ticket opening. If delivery has not been completed within 24 hours of your ticket opening and the delay is not caused by you being unreachable, you may request a full refund instead of waiting.
3. When refunds are not typically granted
3.1 Successfully delivered orders. If our records show delivery was completed, the purchase is final. See Section 4.
3.2 Customer errors. Refunds may be denied where the issue was caused by a buyer mistake, including:
- entering an incorrect or misspelled Roblox username
- entering a Roblox display name instead of the account username
- providing the wrong recipient for a gift order
- failing to follow the claim instructions or the steps given by staff
- not responding to support within a reasonable time
- being unavailable in-game for the trade, or having a full inventory
- declining or cancelling the in-game trade window
3.3 Third-party platform or account issues. We are not responsible for circumstances outside our control, including:
- Roblox trade restrictions, cooldowns, gifting limits, or other in-game limitations
- bans, suspensions, or enforcement actions affecting your Roblox or Discord account
- loss of access to your own account, including after a compromise
- in-game item wipes, rollbacks, rebalancing, deletions, or economy changes made by a game's developers after delivery
- changes made by Roblox, Discord, or a game developer after your purchase
3.4 Change of mind. Refunds are not provided because you no longer want an item after it has been delivered, or because its in-game value changed after purchase.
3.5 Fraud or abuse. If we reasonably determine that a refund request involves fraud, stolen payment methods, payment abuse, chargeback misuse, or other dishonest conduct, we may deny it and restrict or terminate your access to our services.
4. Delivery verification
We may rely on our internal business records to determine whether an order was fulfilled. These may include delivery timestamps, transaction and order logs, Discord ticket transcripts, staff fulfillment confirmations, trade screenshots or recordings, and other operational evidence reasonably indicating successful delivery.
If our records show the order was delivered to the Roblox account the buyer provided, the order will be treated as completed and final.
5. Requesting support or a refund
If you believe your situation qualifies under Section 2, email us before doing anything else:
This is our only support channel for refund requests. Please include:
- your order number (from your email or SMS confirmation, e.g.
#12345) - the Roblox username used for the order
- the email or phone number used at checkout
- a clear description of the problem
- screenshots, clips, or other supporting evidence where available
Request deadline. Refund requests should be submitted within 48 hours of the later of your purchase time or the recorded delivery time. Requests made after that window may be denied where verification is no longer practical. This deadline does not limit any rights you have under applicable consumer protection law or your card issuer's dispute rules.
6. Resolution process
Where we confirm a valid issue, Key Pets will choose the appropriate resolution, which may include re-delivering or correcting the order, or issuing a refund. Where the problem can be resolved quickly through redelivery or correction, we may do that instead of refunding.
We aim to respond to every refund request within 24 hours, and to resolve confirmed issues within 3 business days.
7. Refund processing
Approved refunds are returned to the original payment method where possible. Processing times depend on your payment provider, bank, or card issuer and may take several business days to appear on your statement. We do not control that timing.
Where a refund to the original method is not possible, we may offer store credit of equal value with your agreement.
8. Chargebacks and payment disputes
Please contact our support team before filing a chargeback or payment dispute. Most issues are resolved within minutes.
Filing a chargeback for an order that was successfully delivered may result in suspension or termination of your access to Key Pets and refusal of future orders. We may provide payment processors, card networks, and financial institutions with delivery records, ticket transcripts, and related documentation when responding to a dispute.
Nothing in this section removes your legal right to dispute a charge with your bank or card issuer.
9. Purchases made by minors
If a purchase was made using your payment method by a minor in your household without your permission, contact us at Keypets@proton.me and we will review the order for a refund.
10. Policy updates
We may revise this Refund Policy at any time. Updates are reflected by a new "Last updated" date. The version of this policy in effect at the time of your purchase governs that purchase.
Key Pets is not affiliated with, endorsed by, or sponsored by Roblox Corporation or Discord Inc.
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