Last updated: September 13, 2026 · Version 3.0 · Applies to all digital products and order services on this site · Read together with the Terms of Service, the Disclaimer, and the Privacy Policy
1. Purpose and Scope
This Returns & Refund Policy (the "Policy") is the after-sales commitment of ID Pier (the "Site") for all virtual products and digital services purchased through the Site, including but not limited to overseas platform accounts, subscription services, prepaid codes, redemption keys, and related value-added services.
Virtual products are reproducible and instantly consumable; once their contents are obtained they cannot be "physically returned". The Site's after-sales system is therefore built around warranty-based replacement plus conditional refunds, rather than no-questions-asked returns. Please read this Policy in full, together with the Terms of Service and the Disclaimer, before ordering; placing an order constitutes acceptance of all after-sales rules.
2. Delivery and Acceptance: Your First Protection
1. Delivery time: after successful payment, account details, codes, or redemption links are normally sent to your order page and designated e-mail within 1 to 30 minutes; for products requiring manual provisioning or bulk delivery, timing is as stated on the product page. Non-receipt beyond 24 hours triggers the first refund situation in Section 3.
2. Acceptance standard: delivery is complete when "you can successfully sign in to the account on the Platform's official login page, or the code redeems successfully".
3. Acceptance window: please complete a first sign-in verification within 24 hours of receipt and keep a screenshot of the successful sign-in — it is the most important evidence in any dispute. Orders with no written objection within 72 hours of delivery are deemed accepted as complete and correct; later requests move into the warranty process.
3. Situations Eligible for a Refund or Replacement
For any of the following, we guarantee an unconditional refund or free replacement, at your choice:
- Non-delivery: no delivery details received more than 24 hours after payment;
- Wrong delivery: contents do not match the product description (wrong account type, region, subscription duration, or version);
- First-sign-in failure: the account cannot be used on first sign-in, excluding platform risk-control or your own acts;
- Invalid code: a code is used, redeemed by others, or cannot be redeemed, and verification shows the fault is ours;
- Duplicate charge: the same order was charged more than once.
4. In-Warranty Support Rules
1. Warranty period: each product page states its own warranty period (commonly 7 to 90 days), starting from completed delivery; the product page prevails.
2. Coverage: during the warranty period, you may request after-sales support if an account becomes unusable for non-human reasons (recovered by the Platform, officially suspended, subscription benefits withdrawn, or two-step verification reset beyond recovery).
3. Handling order: replacement first, refund second. We will first replace with an equivalent usable item; if none is in stock, we refund based on either the remaining-warranty ratio or the full amount actually paid — whichever favors you more.
4. Materials: order number, issue description, and a sign-in or error-message screenshot. Complete materials significantly speed up processing.
5. Count: one product may be replaced multiple times within its warranty period, but replacement does not extend the original period; if you choose a refund, the after-sales case closes.
5. Situations Not Eligible for a Refund
- Requests made after the account has been signed in to and used normally, for personal preference, device incompatibility, mistaken purchase, or "changed my mind";
- Risk-control restrictions, two-step verification locks, regional limitations, or altered account details caused by not following the product-page instructions;
- Any after-sales request after the warranty period has ended;
- Products marked "non-refundable", "special offer", or "limited-time deal" on the product page;
- Accounts sanctioned for violating platform rules or laws;
- Accounts showing abusive behavior such as repeated refund claims, forged evidence, or bulk malicious ordering.
6. Refund Process and Service-Level Commitments
- Submit a request: order number, issue description, and necessary screenshots via online customer service or the footer e-mail;
- Response and verification: customer service responds within 12 hours (up to 48 hours for complex cases) and may request supplementary materials;
- Execution: once verified, the refund is returned via the original payment path, usually arriving within 1 to 7 business days, depending on the payment provider's cycle;
- Completion notice: after initiating a refund we will provide a reference number, and you may check progress with customer service at any time.
7. Partial Refunds and Calculations
1. Bulk orders with isolated defects: for a multi-item order where some items are defective, replacement comes first; if replacement is impossible, only the defective items are refunded and normal items are unaffected.
2. Pro-rated refunds: where applicable to refunds for products already used for part of the warranty period, the calculation is "amount paid × remaining warranty days ÷ total warranty days", deducting the portion actually consumed.
3. Handling fees: refunds caused by the Site carry no handling fee. For orders you voluntarily cancel after payment (other than non-delivered products), the payment channel's handling-fee loss may be deducted from the refund, and we will inform you before deducting.
8. Chargebacks and Payment Disputes
Please resolve issues through customer service before considering a bank or payment-channel chargeback. If you bypass the Site's after-sales process and file a chargeback directly, the Site may suspend after-sales support and delivery for the related order during the chargeback process, and reserves the right to seek recovery from the charging party based on transaction records. Nearly all issues resolve faster through the process in Section 6.
9. Bulk Purchases and Long-Term Subscriptions
1. For a single order with more than 5 items of the same kind, or involving long-term subscriptions, we recommend confirming delivery batches, timing, and after-sales details with customer service before ordering; a separate purchase confirmation may be signed where necessary.
2. For bulk orders with isolated defective items, Sections 3 and 4 apply; before overall delivery is complete, delivered items that pass acceptance cannot be returned individually.
3. For long-term subscriptions, fees for periods already in effect are generally non-refundable; cancellations before activation are fully refunded.
10. Good Faith and Fraud Prevention
We decide after-sales cases based on order records, system logs, delivery records, and our communication history. For forged screenshots, exaggerated or fabricated issues, or refund abuse across multiple accounts, the Site may reject the claim, place the account on an after-sales restriction list, and take legal measures where necessary. Good faith is the precondition of a fast after-sales channel.
11. Relationship to Other Policies
This Policy, together with the Terms of Service, the Disclaimer, and the Privacy Policy, forms the complete agreement between you and the Site. This Policy governs after-sales matters; matters not covered here (such as account security and conduct) are governed by the Terms of Service; the boundaries of platform-side risks are explained in the Disclaimer.
12. Updates and Application
This Policy may be revised from time to time and published on this page. Revised versions take effect for new orders upon publication and do not apply retroactively to completed transactions; after-sales requests submitted before a revision and still in process are handled under the version submitted under. If you have any questions about this Policy, please confirm with online customer service before purchasing.