Last Updated: July 26, 2026

5.1 Digital Product Nature

Merlap sells electronically delivered digital products.

Digital products cannot normally be physically returned. Once a code has been delivered, displayed, revealed, redeemed, or consumed, or once a top-up has been successfully completed, the transaction is generally final.

This rule does not remove rights relating to:

  • Invalid products;
  • Failed delivery;
  • Incorrect products;
  • Duplicate charges;
  • Unauthorized transactions;
  • Material misdescription; or
  • Other rights that cannot legally be excluded.

5.2 Refund Eligibility

A refund, replacement, or other remedy may be available where:

Duplicate Payment

The customer was charged more than once for the same order because of a payment or technical error.

Failed Delivery

The digital product was not delivered within the applicable fulfillment period and could not be delivered after investigation.

Invalid Digital Code

A code was invalid before delivery, had already been redeemed before delivery, or could not be activated despite meeting the stated product requirements.

Incorrect Product

Merlap delivered a product different from the product confirmed in the order.

Failed Top-Up

The purchased credits were not applied to the correct account despite the customer providing accurate information.

Incorrect Fulfillment by Merlap

Merlap or its fulfillment provider applied the wrong amount or delivered to an account different from the information confirmed in the order.

Material Misdescription

The product materially differed from the platform, region, edition, value, or other essential characteristics stated before purchase.

Unauthorized Transaction

A transaction is determined to be unauthorized after reasonable verification and investigation.

5.3 Non-Refundable Situations

Except where required by law, refunds will not normally be provided where:

  • A digital code has been successfully redeemed;
  • A code has been revealed or delivered and remains valid;
  • A top-up has been successfully completed;
  • The customer changed their mind;
  • The purchase was accidental;
  • The customer selected the wrong game;
  • The customer selected the wrong region;
  • The customer selected the wrong platform;
  • The customer selected the wrong edition;
  • The customer provided an incorrect player ID;
  • The customer provided an incorrect UID;
  • The customer selected the wrong server;
  • Credits were delivered to the account information submitted by the customer;
  • The customer’s account was restricted or banned;
  • The customer failed to meet system requirements;
  • The customer attempted unsupported regional circumvention;
  • A publisher changed the game, pricing, content, or service;
  • A promotion began after the purchase;
  • The market price changed;
  • The customer disclosed the code to another person;
  • The product was resold or transferred;
  • The customer failed to activate the product within a reasonable period;
  • A third-party platform was temporarily unavailable; or
  • The customer violated the relevant platform’s terms.

5.4 Invalid Code Claims

Contact Support@merlap.com as soon as possible if a code appears invalid.

For efficient investigation, claims should normally be submitted within 48 hours after delivery.

A delayed report may make it more difficult to verify the code’s status. However, the 48-hour request does not eliminate any mandatory legal rights.

Provide:

  • Order number;
  • Product name;
  • Code error message;
  • Platform;
  • Account region;
  • Activation date and time;
  • Screenshot of the error;
  • Screenshot showing account region where relevant; and
  • Other reasonably requested information.

Do not publish or send the complete code through an insecure public channel.

5.5 Code Investigation

To investigate an invalid code, Merlap may contact the supplier, publisher, or fulfillment provider.

The investigation may confirm:

  • Whether the code was valid when issued;
  • Whether the code was previously redeemed;
  • When redemption occurred;
  • Whether the code matches the customer’s region;
  • Whether platform requirements were satisfied; and
  • Whether a system or publisher error occurred.

The investigation may take several business days.

5.6 Top-Up Claims

For a missing or incorrect top-up, provide:

  • Order number;
  • Game title;
  • Player ID or UID;
  • Server;
  • Region;
  • Amount purchased;
  • Current account balance;
  • Screenshot of relevant transaction history; and
  • Description of the issue.

Do not purchase a second identical top-up until the first claim has been reviewed, unless you accept the risk of duplicate fulfillment.

5.7 Incorrect Account Information

Top-ups fulfilled to the player ID, UID, account, server, or region submitted by the customer are generally non-refundable.

Merlap cannot normally recover virtual goods after they have been applied to an incorrect account.

Customers must carefully verify all information before payment.

5.8 Order Cancellation

An order may be cancelled only before irreversible fulfillment begins.

Cancellation may no longer be possible after:

  • A code has been generated;
  • A code has been displayed;
  • A code has been emailed;
  • A top-up request has been submitted;
  • Credits have been transferred;
  • An external fulfillment provider has accepted the order; or
  • The product has otherwise been delivered.

Contact Support@merlap.com immediately to request cancellation.

Submitting a request does not guarantee that fulfillment can be stopped.

5.9 Refund Request Procedure

To request a refund, email:

Support@merlap.com

Include:

  • Full name;
  • Order number;
  • Customer email;
  • Product name;
  • Reason for the request;
  • Relevant screenshots;
  • Error messages;
  • Platform and region;
  • Player ID where applicable; and
  • Requested resolution.

Incomplete requests may require additional information and may take longer to review.

5.10 Refund Review

We may review:

  • Payment records;
  • Order records;
  • Code delivery records;
  • Code redemption status;
  • Top-up confirmations;
  • Login and security records;
  • Customer communications;
  • Publisher information;
  • Supplier records; and
  • Fraud-screening results.

We may deny a refund where reliable evidence shows that the product was correctly delivered or successfully used.

5.11 Approved Refunds

Approved refunds are generally issued to the original payment method.

Refunds are normally initiated within 5–10 business days after approval.

The customer’s bank or payment provider may require additional time to display the refund.

Currency conversion differences, foreign transaction charges, and third-party bank fees may not be refundable by Merlap.

5.12 Replacement or Redelivery

Depending on the issue, Merlap may offer a replacement or redelivery instead of a refund.

A replacement may be appropriate where:

  • A code is confirmed invalid;
  • The wrong code was supplied;
  • Fulfillment was incomplete;
  • A technical delivery error occurred; or
  • A top-up can be corrected.

The customer will not be required to accept store credit instead of a refund where applicable law requires a monetary refund.

5.13 Unauthorized Transactions

Report a suspected unauthorized transaction promptly.

We may request reasonable information to verify:

  • The customer’s identity;
  • The payment account;
  • The transaction;
  • Account access;
  • Device activity; and
  • Relevant communications.

Customers should also contact their bank or payment provider and secure any compromised accounts.

5.14 Chargebacks and Payment Disputes

Customers are encouraged to contact Merlap before initiating a chargeback so that we can investigate and attempt to resolve the issue.

We may provide the following information to a payment provider when responding to a dispute:

  • Order details;
  • Payment authorization;
  • Customer information;
  • Code delivery evidence;
  • Top-up confirmation;
  • Redemption information;
  • Fraud-screening information;
  • Relevant IP and device data; and
  • Customer communications.

Nothing in this section prevents a customer from lawfully reporting an unauthorized or incorrectly processed transaction.

5.15 Refund and Promotion Abuse

We may restrict or suspend accounts associated with:

  • False non-delivery claims;
  • Repeated invalid refund claims;
  • Promotion abuse;
  • Unauthorized payment methods;
  • Fraudulent chargebacks;
  • Multiple-account abuse;
  • Resale violations; or
  • Other deceptive activity.

Legitimate consumer complaints will not be treated as abuse merely because the customer requests a lawful remedy.

5.16 Mandatory Rights

This Policy does not exclude or limit consumer rights that cannot legally be waived.

Where applicable law provides a greater remedy, that law will apply.

5.17 Contact

Refund questions and requests may be sent to:

MENSWEAR OUTLET LLC
5223A S Priest Dr, GUADALUPE, AZ 85283

Email: Support@merlap.com