EUR
Last updated: 27 August 2026
This Refund & Withdrawal Policy applies to purchases made through arcadealley.store (the “Site”), operated by SIA EVO.
This Policy explains your rights concerning cancellation, withdrawal, faulty or non-conforming digital products, and refunds.
Nothing in this Policy limits any mandatory rights you have under applicable EU, Latvian, or other consumer protection law.
EU consumer law provides two different types of protection that are important to distinguish:
| Right of Withdrawal | Legal Guarantee of Conformity | |
|---|---|---|
| What it is | A right to cancel a qualifying distance contract without giving a reason | Rights and remedies where digital content is faulty, invalid, unavailable, or not as described |
| Main EU legislation | Directive 2011/83/EU on consumer rights | Directive (EU) 2019/770 on digital content and digital services |
| Typical period | 14 days from conclusion of the contract | Protection applies for the period provided by applicable law |
| Can the right be lost? | Yes, for digital content where the legal requirements for immediate supply are satisfied | No contractual term can exclude mandatory conformity rights |
| Do you need a reason? | No | The Product must fail to conform to the contract |
Losing your statutory right of withdrawal does not remove your rights where a Product is faulty or does not conform to the contract.
For example, if a digital key is invalid, has already been redeemed, or is materially different from what was described on the Product page, your conformity rights may continue to apply even if you agreed to immediate digital delivery.
Anything in this Policy that provides less protection than mandatory consumer law applicable to you will not apply to the extent of that conflict.
The following table provides a general overview:
| Situation | General Outcome |
| Digital key or code is not delivered | Replacement, delivery, or refund as required by applicable law |
| Key is invalid or has already been redeemed | Replacement or other statutory remedy; refund where legally applicable |
| Undisclosed region restriction prevents use | Statutory conformity remedies may apply |
| Product is materially different from its description | Statutory conformity remedies may apply |
| Duplicate payment or duplicate order | Refund of the duplicate payment/order |
| Order cancelled by us before supply | Full refund |
| Withdrawal requested before digital supply begins | Withdrawal may be available within the statutory period |
| Digital supply has begun after valid express consent and acknowledgement of loss of withdrawal right | Statutory withdrawal right may no longer apply |
| Required consent/acknowledgement for immediate digital supply was not properly obtained | Withdrawal right may remain available |
| Product is faulty or non-conforming | Conformity rights remain regardless of withdrawal status |
This table is a summary only. The sections below provide the applicable details.
Consumers in the EU generally have a 14-day statutory right of withdrawal from qualifying distance contracts without giving a reason.
For digital content not supplied on a tangible medium, the withdrawal period generally begins on the date the contract is concluded.
To exercise a right of withdrawal that remains available, you must clearly inform us before the withdrawal period expires.
You may contact:
Email: support@arcadealley.store
You may also use the Model Withdrawal Form included at the end of this Policy, although use of that form is not mandatory.
Where a valid statutory withdrawal is exercised, we will reimburse amounts due within the period required by applicable law and without imposing a refund fee.
Digital games, activation keys, gift card codes, software keys, and similar Products may be supplied electronically shortly after payment.
Under applicable EU consumer law, the statutory right of withdrawal for digital content not supplied on a tangible medium may be lost after supply begins only where the required legal conditions have been satisfied.
These include obtaining your:
prior express consent for performance or digital delivery to begin during the withdrawal period; and
acknowledgement that you will lose your right of withdrawal once performance begins in accordance with applicable law.
We must also provide the confirmation required by applicable consumer law on a durable medium.
Where immediate digital delivery is offered, the checkout process should clearly request the required consent and acknowledgement before the Product is supplied.
The applicable wording and consent mechanism shown during checkout form part of the purchase process.
If the legal requirements for loss of the withdrawal right have not been satisfied, your statutory withdrawal right may remain available even after digital content has been supplied.
Where the Site provides an option to delay digital delivery until the statutory withdrawal period has expired, the relevant Product will be supplied according to the option selected during checkout.
If no delayed-delivery option is offered for a particular Product, the checkout process will explain the conditions applicable to immediate digital supply before the order is completed.
The withdrawal rules in this Section concern cancellation without needing to show that something is wrong with the Product.
They are separate from your statutory rights where digital content is faulty, invalid, unavailable, or otherwise does not conform to the contract.
Those rights are explained below.
We are required to supply digital content that conforms to the contract under applicable consumer law, including national law implementing Directive (EU) 2019/770.
Digital content should, where applicable, match the description, quantity, quality, functionality, compatibility, interoperability, and other characteristics promised in the contract or reasonably expected under applicable law.
A Product may be non-conforming where, for example:
a key or code is not delivered;
a key is invalid or rejected by the intended platform;
a key has already been redeemed before being supplied to you;
you receive a different Product, platform, edition, or language from the one purchased;
the Product contains a region restriction that was not properly disclosed before purchase;
the Product does not provide functionality expressly described on the Product page; or
the digital Product otherwise fails to conform to the contract under applicable law.
Where digital content does not conform to the contract, you may have the right to require that it be brought into conformity.
For a digital activation key, this may involve supplying a valid replacement key.
Bringing the Product into conformity must be carried out:
free of charge;
within a reasonable period; and
without significant inconvenience to you.
Where bringing the Product into conformity is impossible, disproportionate, refused, unsuccessful, or where other circumstances specified by applicable law apply, you may be entitled to an appropriate price reduction or to terminate the contract and receive a refund.
In certain circumstances, including sufficiently serious lack of conformity, applicable law may permit termination without first requiring another attempt to bring the Product into conformity.
Please contact support@arcadealley.store if you believe a Product is faulty or non-conforming.
Our liability for lack of conformity applies for the period required by the consumer protection law applicable to your purchase.
EU law establishes minimum protections for digital content, while individual Member States may provide longer periods or additional rights.
Where the law of the country in which you reside provides more favourable mandatory consumer protection, those provisions continue to apply.
Where you validly terminate a contract because of lack of conformity and a reimbursement is due, we will reimburse the relevant amount without undue delay and within the period required by applicable law.
Where required by law, reimbursement will be made using the same payment method used for the original transaction unless you expressly agree to another method and you do not incur fees as a result.
Where:
the Product conforms to the contract;
digital supply has begun; and
your statutory withdrawal right has validly ended in accordance with applicable law,
we do not generally offer a refund solely because you changed your mind.
Examples may include:
purchasing the wrong platform where the correct platform was clearly disclosed;
purchasing the wrong region where the applicable region restriction was clearly disclosed;
purchasing the wrong edition or language where this was correctly described;
your device failing to meet clearly stated minimum system requirements;
deciding that you do not like or no longer want the game;
performance issues caused solely by hardware that does not meet published requirements;
restrictions applying to your third-party platform account that were not caused by the Product supplied by us; or
inability to activate a Product because your account or device is registered in an incompatible region where that restriction was clearly disclosed before purchase.
These exclusions do not apply where the Product is faulty, misleadingly described, or otherwise non-conforming under applicable consumer law.
Before purchasing or revealing/activating a key, please check the Product’s:
platform;
edition;
region;
language;
activation requirements; and
system requirements.
If you believe something is wrong with your order, contact support@arcadealley.store as soon as possible.
Where digital gift cards are sold through the Site, their withdrawal, refund, VAT, redemption, and expiry treatment may depend on the type of gift card and applicable national law.
Where a gift card qualifies as digital content supplied immediately, the statutory withdrawal right may be lost only where the applicable legal requirements for immediate digital supply have been satisfied.
Once a gift card has been redeemed in whole or in part, it will generally not be refundable for change-of-mind purposes, except where mandatory law provides otherwise.
This does not affect rights arising from a faulty, invalid, or incorrectly supplied gift card.
Any applicable validity or expiry period will be stated in the Product description or applicable gift card terms.
Mandatory national rules concerning voucher expiry and unused balances will continue to apply.
If a digital gift card is lost, stolen, or sent to an incorrect email address, contact:
We may be able to cancel or reissue the card if it has not yet been redeemed, subject to verification and technical availability.
This Section applies only where pre-orders are offered on the Site.
Before digital content or a Product key is supplied, you may have cancellation rights under applicable law and any additional pre-order terms displayed at the time of purchase.
If a Product is cancelled by its publisher and cannot be supplied, any amount paid for that Product will be refunded.
Where a published release date changes materially, any cancellation or refund rights required by applicable law will apply.
After the Product or key is supplied, the withdrawal and conformity provisions in this Policy apply.
This Section applies only where subscriptions or recurring-payment Products are offered on the Site.
Where a subscription is offered, cancellation instructions and renewal conditions will be disclosed before purchase.
Cancelling a subscription will normally prevent future renewals.
Cancellation does not automatically create a right to a refund for a period that has already been supplied, unless:
the service was non-conforming;
the contract or Product terms provide otherwise; or
applicable law gives you a refund or price-reduction right.
Any mandatory rules concerning renewal notices, cancellation mechanisms, or pro-rata refunds continue to apply.
Contact us at:
Please provide, where relevant:
your order number;
the email address used for the purchase;
the Product concerned;
a description of the issue; and
for activation problems, the exact error message or a screenshot showing the problem.
We may request reasonable additional information necessary to investigate the issue, verify your purchase, or prevent fraudulent claims.
We will handle requests within a reasonable period and will comply with any statutory deadlines that apply to reimbursement or other remedies.
If a request is declined, we will explain the reason and provide information about any further complaint or dispute-resolution options required by applicable law.
Where you are legally entitled to a monetary refund, we will process it using the payment method required by applicable law.
Where the law requires reimbursement using the same means of payment originally used, we will do so unless:
you expressly agree to another method; and
you do not incur additional fees as a result.
We do not charge a fee for refunds that we are legally required to provide.
Once a refund has been issued by us, additional processing time may be required by your bank, card provider, payment service provider, or other financial institution.
Where the original purchase was made by debit or credit card, a refund will normally be returned to the relevant card through our payment service provider.
Where the original purchase was made through bank transfer or an open-banking payment method, the reimbursement method will be determined in accordance with applicable law and the technical capabilities of the relevant payment provider.
Where another payment method is offered through the Site, the applicable refund method will be disclosed or agreed where necessary.
If the original payment method is no longer available, we may request information necessary to arrange an appropriate alternative refund method.
We may carry out reasonable identity or payment verification before redirecting a refund to an alternative payment destination.
Where we offer store credit, it is an optional commercial remedy unless otherwise stated.
We will not require you to accept store credit instead of a monetary refund where applicable consumer law entitles you to money back.
Any validity period or other conditions applying to voluntarily accepted store credit will be disclosed when the credit is offered.
We may cancel an order and issue an appropriate refund where, for example:
payment or fraud checks prevent us from safely processing the transaction;
the Product has been withdrawn or is unavailable;
there is an obvious pricing or Product-description error;
completing the transaction would violate applicable law, sanctions, or other legal restrictions; or
the order violates our Terms and Conditions.
If you experience a problem with an order, we encourage you to contact support@arcadealley.store first so that we can investigate it.
Nothing in this Policy restricts any statutory or payment-service rights you may have.
Where a chargeback or payment dispute relates to a digital Product that has been delivered or redeemed, we may provide relevant transaction, delivery, activation, or redemption evidence to the payment service provider where permitted by applicable law.
We may take reasonable measures against fraudulent or abusive activity, including repeated fraudulent refund or chargeback claims.
We will not treat a single good-faith consumer dispute as evidence of abuse merely because you exercised a legitimate complaint or payment-dispute right.
If you are unhappy with how we handled your refund, withdrawal, or Product complaint, please contact:
We will review your complaint and provide a response within a reasonable period.
Consumers may also have access to an appropriate Alternative Dispute Resolution (ADR) mechanism under applicable Latvian or EU consumer protection law.
Information about available consumer dispute-resolution mechanisms may be obtained from the competent Latvian consumer protection authorities or the consumer authority in your country of residence.
The former European Commission Online Dispute Resolution (“ODR”) Platform was discontinued in 2025 and is no longer available.
We therefore do not direct consumers to the former ODR Platform.
For qualifying cross-border EU consumer disputes, you may also be able to obtain information or assistance through the European Consumer Centres Network (ECC-Net).
Nothing in this Policy prevents you from exercising any right to bring legal proceedings before a competent court.
If you are an EU consumer, applicable rules concerning jurisdiction and governing law may allow you to rely on mandatory consumer protections in your country of residence regardless of the governing-law provisions in our Terms and Conditions.
For refunds, withdrawals, faulty Products, complaints, or questions about this Policy, contact:
SIA EVO
Bruņinieku iela 78A – 11
Rīga, LV-1009
Latvia
Registration number: 40203710527
VAT number: LV40203710527
Website: arcadealley.store
Email: support@arcadealley.store
This Policy is intended to explain general refund, withdrawal, and digital-content rights applicable to purchases through arcadealley.store. Mandatory consumer protection law applicable to the customer takes precedence where it provides additional or more favourable rights.