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Refund, Cancellation and Fulfilment Policy
Last updated: 21st of August 2026
Legal Entity: ETERNITY DIGITAL LIMITED
Registered Address: Flat 5, 4/F, Won Hing Building, 74-78 Stanley Street, Central, Hong Kong
Hong Kong Business Registration Number: 80782444
Legal Entity: ETERNITY DIGITAL SDN BHD
Registered Address: 32B, JALAN SS 2/66 47300 PETALING JAYA SELANGOR MALAYSIA
Business Registration Number: 202601023041 (1685138A)
1. Scope
This Policy applies to digital goods and services purchased through ETERNITY, including game keys, CD-Keys, voucher codes, PINs, gift cards, prepaid cards, game credits, direct top-ups and other digital products.
2. Digital Delivery
Digital products are normally immediately delivered electronically after successful payment and, where applicable, completion of payment verification or other security checks. Depending on the product, delivery may occur by displaying the digital code in the customer's order or transaction page, or by crediting the purchased value to the relevant game account or service.
3. Delivery Delays
Delivery may be delayed by payment verification, system maintenance, technical malfunction, third-party service providers, network interruptions or other circumstances beyond ETERNITY's reasonable control. If a customer does not receive the purchased digital product within a reasonable period, the customer should contact Customer Support with the relevant order and transaction information.
4. Refund and Cancellation Policy
All digital-goods purchases are final once the digital product has been successfully delivered, made available for viewing, revealed, redeemed, used or otherwise supplied to the customer. No cancellation, return, exchange or refund will be permitted in those circumstances.
A refund may only be considered where the purchased digital product was not successfully delivered due to a technical or system failure attributable to ETERNITY, or where ETERNITY determines that the transaction cannot be fulfilled. ETERNITY may require reasonable information and evidence before processing any refund.
5. No Refund for Customer Error
No refund will be provided for purchases made using incorrect or incomplete information supplied by the customer, including the wrong game, server, region, user ID, character name, account name, product, denomination or quantity.
No refund will be provided where a digital code, voucher, PIN, CD-Key or other digital product has already been delivered, revealed, redeemed, used, transferred or otherwise made available to the customer.
6. Partial Refunds, Returns and Exchanges
Partial refunds, physical returns and exchanges are not available for digital goods unless ETERNITY expressly determines otherwise in writing.
7. Direct Top-Up
Customers must verify the game name, server, user ID, character name, account name and purchase amount before confirming a direct top-up. ETERNITY is not responsible for losses or incorrect top-ups resulting from inaccurate or incorrect information supplied by the customer.
8. Contact and Claims
Customers should contact ETERNITY Customer Support as soon as they identify a delivery or transaction issue and provide sufficient information to allow the transaction to be verified. ETERNITY will review the transaction and determine whether the circumstances meet the limited refund conditions in this Policy.
9. Changes to this Policy
ETERNITY reserves the right to amend this Policy from time to time by posting an updated version on the Platform. The updated Policy will apply from the effective date stated or, if no date is stated, from the date it is posted.