Refund Policy

Effective from: 9 мая 2026 г. · Tridents (tridents.store)

This Refund Policy describes when and how a customer may request a refund for a purchase made through Tridents. It supplements our Terms of Service and forms an integral part of the agreement with the customer.

1. Digital content — general rule

Under Article 16(m) of Directive 2011/83/EU on Consumer Rights and Article 14 of Directive (EU) 2019/770 on Digital Content, the statutory 14-day right of withdrawal does not apply to digital content delivered without a tangible medium where:

• performance has begun with the customer's prior express consent, and
• the customer has acknowledged that they thereby lose the right of withdrawal.

By completing checkout and selecting "Pay", the customer expressly consents to immediate execution and acknowledges loss of the right of withdrawal in respect of any Digital Item that has been delivered to the player's in-game account.

2. When refunds are available

Refunds are issued in the following cases:

1. Duplicate charge. The Payment Provider has debited the customer twice for the same order — the duplicate amount is fully refunded.
2. Failed delivery. 30 days have passed since payment but the Digital Item has not been delivered to the in-game account, and the issue is not caused by the player's in-game state (banned, server-side restrictions etc.).
3. Technical malfunction of the Service confirmed by the platform support team.
4. Discrepancy between description and item. The delivered item does not match the description and the merchant cannot remedy this.

3. How to request a refund

1. Contact support at support@tridents.store or via @tridents_store.
2. Include the order ID (visible in the "My orders" section), the in-game nickname and a brief description of the issue.
3. Attach payment confirmation if available (bank statement screenshot).

4. Processing time

Support reviews refund requests within 5 business days. Approved refunds are returned to the original payment method within 10 business days. The exact time depends on the Payment Provider and the customer's bank.

5. Refunds are not granted

• If the Digital Item has been activated, used or transferred to another player.
• If the player has been banned by the merchant after the purchase.
• If the customer has provided an incorrect in-game nickname.
• For Digital Items consumed in part (e.g. partially used in-game currency).

6. Out-of-court dispute resolution

EU consumers may also use the European Commission's Online Dispute Resolution platform: ec.europa.eu/consumers/odr.

7. Provider details