Refund Policy

1. Our Commitment

Every order placed with TroupsShop is taken seriously. If we fail to deliver what you paid for, you will not lose your money — full stop. We offer either a complete refund to your original payment method or a free replacement product of equivalent value, whichever you prefer.

2. When You're Entitled to a Refund

• Non-delivery within 24 hours — if your order has not been fulfilled within 24 hours of payment confirmation, you are entitled to a full refund, no questions asked.
• Unable to complete the order — if we encounter a technical or logistical issue that prevents us from fulfilling your order, we will immediately offer a full refund or equivalent replacement.
• Wrong amount or product — if you received a different amount or the wrong product, we will correct it at no additional cost or issue a refund for the difference.
• Duplicate charge — if you were charged more than once for the same order, the extra charge will be refunded in full.

3. Refund or Replacement — Your Choice

When we cannot fulfil an order, we will always offer you a choice:

• Full refund to your original payment method (processed via Paddle, typically 5–10 business days).
• Replacement with a product or service of equivalent or greater value, delivered as soon as possible.

We will contact you via Discord to discuss the best resolution.

4. When Refunds Do Not Apply

• The service was successfully delivered and you have confirmed receipt or used the product.
• You provided incorrect account credentials that prevented delivery — in this case we will work with you to reattempt delivery.
• A change of mind after a digital service has already been performed (e.g. region was changed, Nitro was activated).
• Account restrictions imposed by Steam or Discord as a result of your own subsequent actions after successful delivery.

5. How to Request a Refund

1. Contact us on Discord or at [email protected].
2. Include your Paddle transaction ID (found in your payment confirmation email) and a short description of the issue.
3. We will respond within 24 hours during working hours (09:00–00:00 Kyiv time, daily).
4. Approved refunds are processed back to your original payment method within 5–10 business days.

6. Chargebacks

We understand that chargebacks exist to protect consumers, and we respect that right. However, we ask that you reach out to us first — we resolve all legitimate issues quickly and fairly.

If a chargeback is initiated for an order that was successfully delivered, we will provide evidence of delivery to Paddle and the relevant payment network. Accounts that initiate fraudulent chargebacks will be permanently banned from TroupsShop.

7. Working Hours Note

We process orders and refund requests daily from 09:00 to 00:00 Kyiv time (EET/EEST). Requests submitted outside these hours will be handled at the start of the next session. The 24-hour delivery window begins from the time of payment, not from when you contact us.

8. Contact

[email protected] · Discord