Complaint Policy
Complaint Policy
Last updated: September 18, 2025
1. Introduction
PrepaidCore is committed to providing quality service for purchasing digital codes and gift cards. This complaint policy explains our complaint handling procedures and the conditions for resolving issues related to our digital products.
2. Digital Nature of Products
Important to remember
All our products are digital codes provided instantly after payment validation. These codes come from reliable and official suppliers. Due to their digital nature and immediate delivery, they generally cannot be refunded once revealed to the buyer.
3. Valid Complaints
We handle the following complaints: non-functional or invalid code, code already used at time of delivery, technical issue preventing code usage, delivery error (wrong product), billing or payment issue.
Examples of cases handled:
- Activation code rejected by the official platform
- Code marked as "already used" on first activation attempt
- Receiving a code for a different amount than ordered
- Unreadable or incomplete code in delivery email
4. Invalid Complaints
The following complaints cannot be processed: change of mind after purchase, code used then claimed as defective, geographical restriction not mentioned on product page, incompatibility with user's device, loss or theft of code after delivery.
Final sale
Important: Digital codes cannot be "returned" like a physical product. Once the code is revealed and functional, the sale is final.
5. Complaint Process
Contact our customer service via the contact form within 48h of purchase
Provide your order number and detailed description of the problem
Attach screenshots if necessary (error message, etc.)
Our team reviews your complaint within 24-48 business hours
We propose an appropriate solution based on the case
6. Resolution Options
Depending on the nature of the problem, we offer: replacement of defective code with a new functional code, credit to your account for future purchase, exceptional refund (only for technically defective codes), technical assistance for code activation.
Our priority is to provide you with a functional code rather than a refund.
7. Processing Timeframes
Acknowledgment: immediate, first response: 24h maximum, complete resolution: 48-72 business hours, complex cases: up to 7 business days. We strive to resolve all complaints as quickly as possible.
8. Supplier Issues
In case of supplier problems (stock shortage, mass defective codes), we inform you immediately and offer: order postponement with new deadline, substitution with equivalent product, full refund if no alternative is possible.
9. Escalation and Mediation
If you are not satisfied with our response, you can: request a case review by our customer service manager, resort to consumer mediation, contact your country's consumer protection authority.
10. Problem Prevention
To avoid complaints: check product compatibility with your region, carefully read terms of use, keep your confirmation email, activate codes quickly after receipt, contact support if in doubt before purchase.
11. Contact
To file a complaint or get help, you have two options: use your user panel (account) to directly file a complaint, or use our contact form specifying "COMPLAINT" in the subject. Our dedicated team will process your request with priority.