At Wazey Play, we are committed to providing a fair, reliable, and transparent shopping experience. We understand that some exceptional cases may require consideration of return or exchange requests, and we clarify our approved policy below. First: Customer service working hours From Friday to Thursday: From 3:00 PM to 11:00 PM (Saudi time) Except Friday and Saturday: From 3:00 PM to 8:00 PM (Saudi time) Order preparation time is counted during working hours only. Any request submitted outside these times begins to be processed from the next business day. Second: Return and exchange policy for PC game products All products are delivered in the form of dedicated digital accounts containing the required game. A return request is only accepted in case of an actual technical problem preventing access to the account or game and not resolved within 72 hours of official reporting via customer service. Return does not include issues caused by the client's device or failures for any reason such as access code request. Some games have DRM protection system, which does not include the technical problem of accessing the account or game; you must wait until you access the account or game. There may be account pressure before or after game release, which does not include the technical access problem; you must wait until you access the account or game. The game cannot be exchanged for another after delivery. The account is designated for one device only, and any sharing of data with a third party immediately voids the warranty without refund. Wazey Play is not responsible for: Failures in gaming platforms (such as Steam, Origin). Problems with the client's device (performance issues, software conflicts). Updates affecting game access. We do not guarantee: Saving game progress data. The ability to recover the account after a ban by the developer. Delivery time ranges from immediate to a maximum of 12 hours, except in pre-existing cases or special requests. Guarantee and return policy (Steam account): Cases covered by the service and warranty: Account data correction: If there is an error in the transmitted data (username or password), the store commits to modify and correct the account information itself to deliver it to you correctly. Replacement: Only in case of prior ban (VAC Ban) on the account before delivery. Cases not covered by the warranty (outside the store's responsibility): ⛔ Data delivery: Due to the nature of digital products, there is no refund or cancellation of the request after delivering the account information to the customer, except if there is a defect in the account itself upon receipt and the store is unable to correct it. Misuse and violations: Account ban or lock due to cheating, hacking, or purchasing with a local credit card that violates the account region and leads to lock-in or currency transfer. Data neglect: Loss of access to the account due to sharing data with others, or forgetting and losing it after changes. Violation of instructions: Not adhering to data change times (waiting 24 hours and changing within 10 days). Technical problems: In-game failures, server issues, or incompatibility of your PC specifications with the game. Third: Return and exchange policy for PlayStation products Products are delivered in the form of accounts containing the game, and the customer can choose between: Playing via the store account only. Or copying the game and playing it on their personal account. Each request is designated for one device only. Account data cannot be changed or modified. Doing so will result in account withdrawal without compensation. The response process includes: Requests not fulfilled and are in (awaiting review) status. Response does not include: Any return fees, shipping, or paid additional services (if any), unless the error is on the store’s side. Requests that have been executed and delivered their digital content or used the product or the account has been delivered or that violate the conditions outlined in the policy. Important notes: The amount cannot be refunded if it is found that the product has been used or shared by the customer in violation of the usage policy. After starting order execution: Cancellation or replacement requests cannot be made. The customer is responsible for issues related to shared accounts. Completing the purchase is considered explicit agreement to this. Fourth: Final provisions The Wazey Play management reserves the right to modify this policy at any time without prior notice, in accordance with updates to regulations. Completing an order from the website is considered explicit acceptance of the terms and conditions announced at the time of purchase. Fifth: Contact and work For inquiries, please contact via: Email:
[email protected] Phone number: +966561757431 During the official working hours mentioned above. Sixth: Refund policy in cases where a return or cancellation request is accepted as per the above, the paid amount will be refunded as follows: Refund mechanism: The amount will be returned to the same payment method used in the order within 5 to 10 working days from the date of approval of the refund request. If paid via bank card, additional time may be required according to the issuing bank’s procedures. The customer will be notified immediately upon completing the refund process, with transaction details provided. Refund process includes: Requests not fulfilled and are in (awaiting review) status. Refund does not include: Any return fees, shipping, or paid additional services (if any), unless the error is on the store’s side. Orders that have been executed and delivered their digital content or used the product or the account has been delivered or that violate the conditions outlined in the policy. Important notes: The amount cannot be refunded if it is found that the product has been used or shared by the customer in violation of the usage policy. To contact regarding refunds: Email:
[email protected] Phone number: +966561757431 At Wazey Play, we are committed to processing each request flexibly and responsibly, while maintaining a balance between protecting customer rights and ensuring service continuity. We encourage our customers to read the details of each product and its conditions before completing the purchase.
