Refund policy

Our goal is to provide an exceptional gaming experience, though sometimes outcomes may differ from expectations. For refund inquiries, please refer to this page, where you'll find detailed information about our refund criteria and timelines.

Items Eligible for Refund

We strive to offer flexible refund options for most purchases. Also, refunds are only applicable to transactions completed directly through our website. 

Refunds are available for the purchases made via Marsianoo, provided the content is unused, unchanged, and hasn't been transferred. Certain purchases might also be eligible for self-service refunds online. To use this service please contact our customer support.

Time Constraints for Refunds

You must submit refund requests for products and games within seven days from the purchase date. In order to qualify for a refund, total playtime must not exceed two hours.

Force Majeure

Refunds will not be provided if a user is banned from the service for violations of rules. Additionally, abusing Marsianoo's refund policy may affect your eligibility for future refunds. Items purchased from our website are only refundable if they satisfy personal preference or system compatibility issues and are confirmed to be of acceptable quality during the refund evaluation.

How to Request a Refund

To initiate a refund, please visit our 'Contact Us' page. Some transactions may qualify for online self-service refunds. Simply log into your Account on our website, go to the Account menu at the top right, and select Transactions to see if you're eligible. If your game meets the criteria, use the Refund button to commence the refund process.

Refund Disbursement Guidelines and Consumer Protection

Refunds are typically issued back to the original payment method used during purchase. However, not all payment methods may accommodate this, and alternative refund arrangements may be made between you and Marsianoo. Please note that the duration for processing refunds can vary depending on the payment method.

For customers within the European Union, it's essential to be aware of how Consumer Protection laws can influence your rights after making a purchase. These laws provide you with a fourteen-day window to reconsider your order.

Should you wish to cancel within this period, please notify us immediately following your purchase. It is important to avoid using or accessing any downloaded items during this period, as doing so may lead to a denial of your refund request.

Pre-Orders

At Marsianoo, you are allowed to cancel any pre-order before its official release date for a full refund. Additionally, if you play the game for less than two hours after it launches, you may request a refund within the first seven days of release. Please ensure that your refund request is made at least 48 hours before the game's release or the commencement of pre-downloading.

Price Adjustments

Following the guidelines mentioned, you may return your purchase for a full refund and repurchase the item at the newly reduced price. This practice is permitted and is not seen as an abuse of our refund policy. However, should Marsianoo detect any misuse of the refund policy, it may affect your eligibility for future refunds. This policy aims to ensure that you feel confident in your purchases, allowing you to spend on games that you genuinely wish to enjoy and own.