Refund Policy

This Refund Policy explains when and how you can get a refund for orders on Aurea, operated by CITYLINK DIGITAL TRADING LIMITED. It forms part of our Terms of Service and applies alongside your statutory rights as a consumer. Because we sell digital goods that are delivered electronically and often used immediately, the following terms apply.

Last updated: 22 June 2026.

When you are entitled to a refund. Undelivered orders — if we cannot deliver your order, you receive a full refund to your original payment method. Invalid or not as described — if a code, key or top-up we delivered is proven invalid or materially different from its description, and you report it to us promptly, we will replace it or issue a full refund. Duplicate or overcharge — if you were charged more than once, or more than the confirmed total, due to our error or a payment-processing error. Our cancellation — if we cancel a paid order before delivery.

When refunds are not available. Delivered and revealed — once a code, key or top-up has been delivered and revealed, redeemed or applied to an account, unless it is proven invalid or not as described. Incorrect details — goods correctly delivered to the account, player ID, region or email you entered at checkout, even if those details turn out to be wrong. Change of mind — you no longer want, or bought the wrong, successfully delivered product. Breach or abuse — orders placed in breach of our Terms or involving fraud, or goods invalidated by the publisher because of how you used them. External factors — publisher actions such as account bans or regional restrictions that are outside our control, where the goods we supplied were valid.

Cancelling before delivery. If your order is paid but not yet delivered (for example, awaiting manual fulfilment), contact support@klootn.com as soon as possible with your order number. If we can stop fulfilment in time, we will cancel and refund in full.

How to request a refund. Email support@klootn.com from your account's email address with your order number (it begins with "N"), the product, and a clear description of the problem with any screenshots. Please contact us promptly — ideally within 14 days of the order — and, for "invalid / not as described" claims, before redeeming the code where possible, so we can verify it. Contact us first rather than opening a chargeback; a chargeback on a validly delivered order may be treated as a breach of our Terms and may result in suspension of your account.

How we handle and pay refunds. We aim to review requests within 1–3 business days and may ask for more information to verify the order. Where delivery is not possible, we may offer a replacement instead of a refund. Approved refunds are issued to your original payment method and typically arrive within 5–10 business days, depending on your bank or payment provider. Refunds are made in the currency of the original payment; because of exchange-rate movement and provider fees, the amount you receive locally may differ slightly. We may issue partial refunds where only part of an order is affected.

Contact. Questions about a refund or this policy? Email support@klootn.com and quote your order number (it begins with "N").