Refund and Returns Policy

Thank you for shopping at Neva Game Press. We want to ensure you have the best experience possible. This policy outlines your rights regarding refunds and returns based on international consumer protection laws (including U.S. Federal Trade Commission guidelines and European Union Consumer Rights Directives).

1. Digital Content (Downloads, Game Keys & Subscriptions)

Due to the nature of digital goods, the rules vary by your location:

• European Union & UK Customers: Under EU law, you have a 14-day statutory right to withdraw from a purchase. However, for digital content, this right expires the moment the download or stream begins, or when the game key is revealed/redeemed, provided you expressly consented to immediate execution and acknowledged that you would lose your right of withdrawal upon doing so.
• United States & International Customers: All sales of digital content, downloadable games, and digital keys are final and non-refundable once the key has been delivered or the download has started, except in cases of technical defect.

2. Physical Products (Merchandise, Books, Physical Media)

If you purchased a physical product that has already been shipped, the following conditions apply:

14-Day Return Window (EU/UK)

Under EU Directive 2011/83/EU, consumers residing in the EU or UK have the right to withdraw from their purchase and return physical items within 14 calendar days from the day they receive physical possession of the goods, without giving any reason.

General Return Requirements (Global)

To be eligible for a return and refund, physical items must meet the following criteria:

• The item must be returned within 14 days (EU) or 30 days (US/Rest of the world) from the delivery date.
• The product must be in its original, unopened packaging, unused, and in the same condition that you received it.
• Physical media (such as software discs or cartridges) must still be sealed in their original shrink-wrap.

3. Shipping Costs for Returns

• Customer Responsibility: Unless the item arrived damaged or defective, you will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
• Tracked Shipping: We strongly recommend using a trackable shipping service. We cannot guarantee that we will receive your returned item.

4. Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether your refund is approved or rejected.

• Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 calendar days.

5. Damaged, Defective, or Incorrect Items

If you receive a defective digital key, a corrupted file, or a damaged physical item, please contact us immediately. We will provide a replacement or a full refund at no additional cost to you, as required by consumer legal guarantees.

6. How to Initiate a Return or Withdrawal

To exercise your right to return an item, you must inform us of your decision through a clear statement. You can contact us.