Refunds and cancellations

For some unpaid orders you can submit a cancellation request from order tracking. Submitting a request does not immediately cancel the order. PlayHouse reviews it.

If no payment was captured, there is no refund to issue. Unpaid orders may also expire after their applicable payment window, which can release reserved stock.

If payment has already been submitted or is under verification, use Support rather than a self-service cancellation. Include your order reference.

Once a digital code has been delivered or revealed, it is generally non-cancellable and non-refundable.

If the code appears faulty and has not been successfully redeemed, contact Support for investigation. PlayHouse does not guarantee a replacement or refund before that review.

Once recharge or manual-service fulfillment has started, the order is generally non-cancellable and non-refundable.

If you selected the wrong platform, edition or region, that is generally not refundable once the correctly ordered digital product has been delivered or revealed.

Cancellation availability depends on the current order status. Once payment, processing or fulfillment has progressed, self-service cancellation may no longer be available. Contact Support if you need help with a pre-order.

Home delivery may include a delivery fee shown at checkout, typically paid on delivery. Pickup orders are paid at pickup when that flow applies.

PlayHouse does not currently publish a separate physical return or warranty period on this page. Contact Support about a physical order that needs review.

Refunds are reviewed by staff. Only amounts that were actually captured can be refunded. If a refund is approved, it may be returned to PlayHouse Wallet or another supported external method, depending on the original transaction and that review.

If fulfillment has already occurred, an automatic refund may not be available. Contact Support for review and include your order reference.