REFUND & REPLACEMENT POLICY
EpicStash · https://epicstash.eu
Effective date: 27 October 2026 · Version 2.1 (replaces the version of 22 August 2026)
Support: support@epicstash.eu · Discord: https://discord.gg/ZgNjMhb4ak
SUMMARY
This table is a reading aid. The numbered sections are binding and prevail wherever the two differ.
- What happens if a product is faulty?: We replace it. (Section 2, 7)
- How long is the warranty?: As stated on the product page. Defaults apply where a page states none. (Section 3)
- How do I report a problem?: Through the replace ticket system on our Discord server, within 24 hours of noticing it. (Section 4)
- What evidence do I need?: Screenshots, or an uninterrupted screen recording, depending on the product. (Section 5)
- How fast do you answer?: First reply in 24–48 hours. Decision within 3 business days of complete evidence. (Section 6)
- When do I get money back?: Only if the product has not been delivered to you. (Section 8)
- Change of mind?: Not refundable. You waived the 14-day withdrawal right at checkout. (Section 2, 8)
- Your statutory rights: Not limited by this policy. (Section 1.3)
1. SCOPE
1.1 This policy applies to every digital product bought on https://epicstash.eu and forms part of our Terms of Service.
1.2 Terms such as "Product", "NFA", "FA", "Delivery" and "Warranty Period" have the meaning given in the Terms of Service.
1.3 Your statutory rights. If you are a consumer, you have rights under mandatory law regarding digital content, and nothing in this policy removes or limits them. If a provision of this policy conflicts with such a right, the right applies.
2. OUR APPROACH
2.1 Delivered Products are final. Our Products are digital and delivered immediately, and you confirm at checkout that you give up your right of withdrawal once Delivery begins. For that reason we do not refund a Product after it has been delivered.
2.2 Replacement. If a Product is faulty at Delivery, or fails inside its Warranty Period through no fault of yours, we replace it with a working Product.
2.3 Stock. If the identical Product is not in stock, we deliver an equivalent Product, or the identical one as soon as it is available again.
3. WARRANTY PERIODS
3.1 The Warranty Period starts at Delivery. Where a product page states an individual warranty period, that period applies and takes precedence over the defaults below. Where a product page states none, these defaults apply:
- Discord Nitro: 1 hour
- Streaming and productivity FA accounts (YouTube, Prime Video, Canva, CapCut, Apple Music): 23 days
- Gaming and music accounts (Spotify, Minecraft FA): 7 days
- GTA accounts: 24 hours
- AI keys and credentials (ChatGPT, API keys): 1 hour
- Methods, guides and similar information products: None. Sold as delivered.
3.2 We never apply a period shorter than the one stated on the product page at the time of your order.
3.3 For Products with a short Warranty Period, test the Product immediately after Delivery.
4. REPORTING A DEFECT
4.1 Replace ticket system only. Claims are accepted exclusively through the replace ticket system on our Discord server (https://discord.gg/ZgNjMhb4ak). Messages sent by e-mail, privately to staff members, on Telegram or on social media are not treated as claims, because we cannot track them reliably.
4.2 What to include. The order ID, a clear description of the problem, and the evidence required for your Product (Section 5).
4.3 Timing. Report a defect within 24 hours of noticing it. Our suppliers apply the same limit and cannot replace a Product reported late. A report made later, but still inside the Warranty Period, is reviewed as well. If the delay makes verification impossible, we tell you why.
5. EVIDENCE
5.1 Most of our Products are single-use data. Once displayed, they can be copied, used or changed. An uninterrupted recording of the first use is therefore the most reliable way to show that a Product was faulty when delivered, and it is also what our suppliers require.
5.2 Evidence levels:
- Standard - Applies to: Products with no flag on the product page. What to send: Clear, uncropped screenshots showing the error, and the order ID.
- Recording - Applies to: Activation keys, codes, Nitro tokens, AI credentials, gaming accounts and any other One-time Product. What to send: One uninterrupted, full-screen recording from before you reveal or open the data to your first use attempt.
- Full recording - Applies to: Products marked "Full recording required" on the product page. What to send: As above, and additionally the checkout and payment steps from the start of the order.
5.3 Recording standard. The recording starts before you reveal or open the data. It shows the full desktop, including the clock, shows the data being copied and pasted, and shows the redemption or login attempt with its result. It contains no cuts, pauses or edits. Cropped images, edited files, and recordings that begin after the data has already been opened do not show enough to verify a claim.
5.4 Our assessment. We decide whether the evidence you provide is sufficient to verify the defect and to obtain a replacement from our supplier. Where a required recording is missing or incomplete, we tell you what is missing, and you can add to your evidence within the response time in Section 6.3.
5.5 Honest evidence. Edited, fabricated or manipulated evidence ends the claim and may lead to the measures in Terms of Service, Section 16.
6. REVIEW PROCESS
6.1 First reply. We reply to a claim within 24–48 hours.
6.2 Decision. We decide within 3 business days of receiving complete evidence. Complex cases can take longer. We tell you when they do.
6.3 Your response time. If we ask you for more information or evidence, please answer within 72 hours. If you do not, we send one reminder. A claim that still goes unanswered is closed, and you can reopen it within the Warranty Period by replying in the same ticket.
6.4 Conduct. Please keep tickets respectful. We may pause handling of a ticket that contains insults, threats or repeated mass-tagging of staff, and resume it once communication is civil again.
6.5 If we reject a claim, we explain the reason in writing. You can respond with further evidence.
7. REPLACEMENT
7.1 Identical Product. A working Product of the same kind, subject to stock.
7.2 Equivalent Product. If the identical Product is unavailable, an equivalent one, or the identical one as soon as it returns to stock.
7.3 A replacement does not extend or restart the Warranty Period, unless the product page says otherwise. The replacement Product carries the remainder of the original period.
8. REFUNDS
8.1 We refund only when the Product has not been delivered to you. This covers an order that cannot be fulfilled, an order we cancel before Delivery, and an order that is never delivered.
8.2 After Delivery we do not refund. This includes a change of mind, an accidental purchase, an incompatible region or device that was listed on the product page, a Product that works as described, and a faulty Product. A faulty Product is handled by replacement under Section 7.
8.3 Method. Refunds go to the original payment method, at no cost to you. For a cryptocurrency payment we refund in the same cryptocurrency, to the address you provide, at the value you paid in the order's currency at the time of the order. We bear the transfer fee, unless the address you give us is wrong.
8.4 Time. We pay the refund as soon as possible and in any case within 14 days of agreeing that you are entitled to it. Processing times at banks, card networks and blockchains are outside our control.
9. WHAT IS NOT COVERED
9.1 The warranty does not cover a fault caused by:
- Credential changes. Changing the e-mail address, password, security questions or two-factor authentication on an NFA or Semi-Full-Access account, or on an FA account before you have tested the delivered login, or adding payment methods or phone numbers to a delivered account, where the change caused the fault. On FA accounts, test the login first, ideally while recording, and then change the data.
- Breach of platform rules. Use of proxies or VPNs against the platform's terms, automated tools, cheats, or any other violation of the target platform's rules after Delivery.
- Sharing. Reselling, redistributing, or sharing the Product among several users from different locations.
- Compatibility. An account that cannot redeem a promotional key because of its own history or age, or a product used in a region or on a device never listed on the product page.
- Payment issues. Holds, limits or blocks that a payment provider applies to your own payment account.
- Time. An event after the Warranty Period has ended.
9.2 A chargeback or payment dispute filed without first contacting us is dealt with under Terms of Service, Section 17.
10. PLATFORM-WIDE EVENTS AND SUPPLIERS
10.1 Platform-wide events. Sometimes a third-party platform (for example Discord, Spotify or OpenAI) changes its rules or removes Products on a large scale. These events are entirely outside our control, and we therefore do not accept responsibility for their effects. Where we are able to help, for instance with a replacement while stock allows, we are glad to do so as a goodwill gesture. This is not a guarantee.
10.2 Suppliers. Our Products come from third-party suppliers. If we cannot obtain a replacement right away, we deliver it as soon as stock allows.
11. CHANGES
11.1 We may update this policy. A new version applies to orders placed after its effective date. An earlier order stays governed by the version in force when it was placed.
12. CONTACT
- Claims: replace ticket system on our Discord server, https://discord.gg/ZgNjMhb4ak
- General questions: support@epicstash.eu