Refund Policy
Web purchases (playhearthrealm.com)
Web purchases are sold by Paddle.com, our reseller and Merchant of Record. You can ask for a refund within 14 days of your purchase:
- e-mail service@zzgamez.com with your order number (it is in your receipt e-mail), or
- contact Paddle directly at paddle.net, where you can also look up your order.
Refunds go back to the payment method you used. Where your local consumer law gives you more rights, those rights apply.
Purchases in the mobile apps
Purchases made in the Android or iOS app are handled by Google Play or the Apple App Store. Ask for a refund there: Google Play through your order history, Apple through reportaproblem.apple.com. We cannot refund app-store purchases ourselves, but we are happy to help: service@zzgamez.com.
What happens after a refund
A refunded item is removed from your game account on every device. For the Full Game this includes the 500 gems that came with it; for a gem pack, the gems are removed from your balance. If you already spent those gems, the gems you get next go toward the refunded amount first; items you bought with them stay.
Something went wrong?
If a purchase did not arrive or you were charged twice, e-mail us first: we will fix it or refund it.