Can I get a refund/cancel my order?

    When you purchase from our website you will receive a key to be used on Steam (or sometimes another platform).

    To be able to redeem a key you must first 'Reveal Key' for a product.


    How to Self Refund if:

    (If you have just bought this game then you will need to wait at least 1 hour before you are able to refund this yourself)

    • No keys have been revealed or (in the case of keylessly delivered and activated games) activated
    • No associated bonuses or discount codes associated with the order have been revealed
    • The order is Over 1 Hour old, (outside of the cool-down period)
    • The order is Under 14 days old
    • Not a pre-order
    • Not a Mystery game and the game names have been viewed

    If this is true then self-refund this order by;

    1. Finding the order in your account at https://www.fanatical.com/en/orders
    2. Click ['View order and keys'] for the order you'd like refunding
    3. From within the order choose ['Need help with your order?']



    4. From the list of FAQ's, select the option 'Request Refund' next to the entry 'Can I get a refund'



    5. Choose the reason for the refund then click 'Submit Refund Request' 

    If you have an order refunded which hasn't complete and is still in 'Manual Authorisation' then please Contact our support team.   Tell us your order number to help us. 

    If you live in the European Union, revealing your key or activating the game keylessly in your account means you waive your right to cancel your purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 if the performance of our services has begun (for example if the product activation key has been disclosed to you).


    Refunding if the keys have been revealed; the order is a pre-order; Mystery game names have been revealed; or the order is over 14 days old

     

    By revealing a key or activating a keylessly delivered game you are only able to obtain a refund if there is a technical problem with the game.

     

    To help you check if a game is compatible with your computer system before you purchase, Fanatical.com provides System Requirements for every digital product that we sell. If you are not sure whether a game will work on your computer then please check the System Requirements (and platforms supported, e.g. Windows, Mac OS X and Linux) before purchasing.  You can also use the "View on Steam" link to reach the Steam page about the specific game to review any discussions posted by users of the specific games.

     

    If it is simply a case that you've purchased incorrectly then unfortunately because the key is in the public domain we can't accept it back. This is as explained in our Terms and Conditions. We apologise for any inconvenience this may cause.

    If you’re not happy with your purchase for any other reason or need further assistance to make the game function correctly, please don't hesitate to contact our support team.   If after diagnostics and fault resolution we are unable to make the game function correctly then we will provide you with a refund.


    Mystery Bundles

    No refunds will be offered for mystery purchases where the mystery product name has been revealed, regardless of whether the serial key has been disclosed to you, either on our website or sent by e-mail. All such sales are final unless it can be verified and proved that the serial key is faulty.


    If you’re not happy with your purchase for any other reason or need further assistance to make the game function correctly, please don't hesitate to contact our support team.   If after diagnostics and fault resolution we are unable to make the game function correctly then we will provide you with a refund.

     

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