Refund Policy

Last updated: 28 August 2026

This Refund Policy applies to digital game items and related delivery services purchased from PetMarket. Because delivery is digital and may be completed through an in-game handoff, refund eligibility depends on the order status, the reason for the request and any mandatory rights that apply to you.

1. Before delivery starts

If you want to cancel an order, contact us as soon as possible. We will consider cancellation when fulfilment has not started and the item has not been reserved, transferred or delivered. We cannot guarantee cancellation once fulfilment is underway.

2. Order not delivered or delivered incorrectly

If your order has not arrived, is incomplete or contains the wrong item, use Claim Your Order or contact PetMarket Support. Please provide:

• your order number;
• the email address used at checkout;
• your exact Roblox username;
• a short description of the issue and, when useful, clear supporting screenshots.

We will investigate the order and first try to complete or correct delivery. If PetMarket cannot deliver or correct the order within a reasonable time after receiving the required information, we will provide an appropriate remedy, which may include a refund to the original payment method.

3. After successful delivery

Digital items normally cannot be returned, recovered or resold after successful delivery. For that reason, change-of-mind requests and requests caused by selecting the wrong game, account or item are normally not refundable after successful delivery. This does not limit any mandatory legal rights you may have.

4. Duplicate and unauthorised charges

If you believe you were charged twice for the same order, contact support with the relevant order numbers and payment details that do not expose full card information. A confirmed duplicate charge will be refunded. If you do not recognise a charge, contact us promptly and also contact your payment provider to protect your account.

5. EU and EEA consumers

If you are a consumer in the European Union or European Economic Area, mandatory consumer rights remain applicable. Any loss of a statutory withdrawal right for digital content or immediate digital performance depends on the legal requirements being met, including any required express consent, acknowledgement and confirmation. Nothing in this policy removes rights that cannot legally be excluded.

6. How to request a refund

Submit your request through Claim Your Order for a paid order or use the form in our Support Hub. You may also email intisarosmand@gmail.com. Never send your Roblox password, login code, recovery code or full payment-card details.

7. Approved refunds

Approved refunds are sent to the original payment method whenever possible. PetMarket submits the refund after approval, but the time it takes to appear is controlled by your bank or payment provider. Original currency-conversion differences and third-party payment fees may be outside PetMarket’s control.

8. Fraud and abuse

We may ask for reasonable evidence to verify an order or claim. We may decline requests that are fraudulent, duplicated, abusive or based on false information. This does not limit mandatory consumer rights or remedies for genuine non-delivery, incorrect delivery or defective performance.

9. Policy updates

We may update this policy when our services, delivery process or legal obligations change. The version published on this page applies from the “Last updated” date shown above.