The 14-day right to cancel
Consumer law in the UK and the EU usually lets you cancel an online purchase within 14 days without giving a reason. For digital content and services, the 14 days start on the day you buy.
When the right ends early
Gift card codes and game top-ups are digital content. If you ask for delivery straight away, you lose the right to cancel once delivery starts – but only if, before you pay, you:
- ask for delivery to start now, and
- confirm that you understand you then lose your right to cancel.
That is why our checkout shows two separate boxes for you to tick. They are never ticked for you. The rule comes from the Consumer Contracts Regulations 2013 in the UK and Directive 2011/83/EU in the EU.
How the right to cancel applies to eSIM plans, before and after installation, is set out in our withdrawal policy.
How to ask for a refund
- Find the order number in your orders.
- Contact us with the order number and what went wrong.
- We reply by email and tell you what can be refunded.
Refund times
When you cancel within your rights, the law requires the refund within 14 days, to the payment method you used. Refunds usually reach you in 5 business days; your bank may take a few more days to show it.
If something does not work
Separately from the right to cancel, you have rights if what you bought is faulty – for example a code that was never redeemed but is rejected on an account in the right region. You can ask for it to be fixed or replaced, and if that is not possible, for a refund. See My gift card code does not work.
If you are not happy with our answer
You can make a formal complaint. How complaints work explains the steps and time limits.