Your satisfaction is our priority. This policy details your rights regarding product warranties and the refund request process at NovaHub.
1. Warranty Terms & Refund Eligibility
NovaHub fully supports and will issue a refund if you encounter issues originating from our system or the product provider (publisher), such as:
- The product you received cannot be used (e.g., voucher code is invalid from the start).
- The activation or top-up process failed due to maintenance or system errors on NovaHub or the respective game servers.
- The product stock is suddenly depleted or unavailable immediately after your payment was successfully confirmed.
2. Exceptions (When is a Refund Denied?)
Refunds are not applicable and will be rejected under any of the following conditions:
- The product is active, successfully delivered, and has been successfully used on your account. Used digital products cannot be returned for any reason.
- Data input errors made by the buyer (e.g., typos in User ID, Player ID, Email, or Server ID resulting in the product being sent to someone else's account).
- The buyer simply changes their mind after the order has been fully paid without any system error.
3. How to Request a Refund
If your order meets the warranty criteria above, you can immediately contact our support team. Follow these steps for a faster process:
- Contact Admin: Please send a message through the Live Chat (bubble icon at the bottom right), or contact the official admin Telegram listed on our About Us page.
- Explain the Issue: Clearly mention your Order Code (Invoice) and explain the details of the issue experienced.
- Attach Proof: You must attach supporting images such as screenshots of the error code, recent in-game top-up history, or your account status so we can check it as fast as possible.
- Wait for Processing: Please wait for our team to reply to your message. We will cross-check the data and promptly process the refund to your agreed bank account or e-wallet.
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