I have not viewed the key yet
If you have already placed an order, which status is Complete but you
have not downloaded the associated file, a we are glad to inform you that we can offer you a refund.
In that case, please contact our Support Team to arrange a reimbursement. You can reach us via LiveChat available by clicking at the widget in the bottom right-hand corner of the website or by writing an email to info@shopretrograde.com. Please make sure to provide as your Order ID and the name of the product as it will speed up the resolution time for you.
I have already viewed the key
On the other hand, if you have placed an order and already downloaded the associated file, as stated in our Return Policy we are unfortunately unable to issue a refund for such a purchase:
"When you click on the "View you order" button, you expressly agree to the delivery of the Product before the lapse of term to exercise your right to withdraw from the purchase. This results in the loss of your right to withdraw from the purchase. So, once access to the Product (its key or login file) has been enabled to you, the sale contract has been fully performed and you no longer can cancel an order."
Please keep in mind that at Retrograde you are buying access to Retrograde owned accounts, which you can use to access the product. As for the quality of the game you redeem, we have no impact on it and this is why we are unable to issue refunds in case one does not enjoy the ordered game.
If you wish to return the product due to issues with its activation, please contact our Support Team as well. Our Customer Service Team will be more than glad to assist you with redeeming the key or help out if it is confirmed to be invalid.