Refund & Dispute Policy

1. Our promise

Every gift card code we sell is guaranteed. If a code you received from MyCardVendor does not work as described on the issuing brand's platform, we will replace or refund it within 24 hours of receiving a valid report. This guarantee is part of the contract you enter into with CardVendor Limited under our Terms of Service.

2. When you are entitled to a refund or replacement

You can request a refund or replacement if:

• The code does not work — the brand rejects the code as invalid, already redeemed, or not found.
• The code is for the wrong amount — the face value delivered does not match what you purchased.
• The code never arrived — more than 30 minutes have passed since checkout, the order shows as "delivered" in your account but no code is visible there or in your email (including spam).
• Fulfillment failed — the order is marked "failed" in your account. In this case the refund is automatic and your wallet is already credited.
• Partial fulfillment — you ordered multiple items and one or more were not issued. Your wallet is automatically credited for the unissued portion.
• Duplicate charge — the same deposit was debited from your payment method more than once due to a payment processor error.

3. When a refund is not available

Because gift card codes are digital goods that cannot be "returned" once delivered, we are unable to offer a refund in the following cases:

• The code has been successfully redeemed on the brand's platform.
• You changed your mind, bought the wrong brand, or entered the wrong delivery email after checkout.
• The code was shared, intercepted, or lost after delivery through no fault of ours. Keep your code private — anyone who sees it can redeem it.
• The brand's platform has region restrictions that prevent you from redeeming in your country. Check the product description before buying.
• The brand has changed its redemption rules, expired its balance, or suspended the service after the code was delivered.
• The complaint is submitted more than 30 days after the code was delivered.

4. How to file a claim

To raise a claim, email support@mycardvendor.com from the email on your MyCardVendor account and include:

• Your order reference (starts with ord_ — visible in your account under Orders).
• A description of the issue.
• A screenshot of the exact error message shown on the brand's redemption page, including the URL bar. A clear screenshot almost always lets us resolve a claim on the same day.

We'll acknowledge your claim within 4 hours during business hours (Lagos time, Monday–Saturday) and aim to resolve valid claims within 24 hours.

5. How refunds are issued

Where a refund is approved, it is credited back to your MyCardVendor wallet in USD by default. Wallet credit is available instantly and can be used for any future order on the Service.

In place of a refund, we may — at our discretion and with your consent — offer a replacement code of equal face value.

If you prefer the funds returned to your original payment method, let us know when you file the claim. Where technically feasible, we will return the funds through the original payment processor. Payment-method refunds typically settle within 5–10 business days, depending on your bank and on Paystack's own timing. Bank fees, FX variances, or network charges taken by your payment processor are not reimbursable.

6. Wallet balance withdrawals

Wallet credit that resulted from a verified refund can be withdrawn to your original funding source on request, subject to identity verification (see Terms of Service, Section 9). We may decline a withdrawal request if the funds cannot be traced to a completed deposit or if the request appears designed to circumvent anti-money-laundering rules.

7. Chargebacks

If you have a problem with an order, contact us first. Filing a chargeback with your card issuer before giving us a chance to resolve the issue will result in your account being suspended until the dispute is settled.

Chargebacks filed on orders where a valid code was delivered and not redeemed (or was redeemed by the account holder) will be contested with the card network, and repeated chargeback abuse will lead to permanent account closure and the forfeiture of any remaining wallet balance in accordance with our Terms.

8. Fraudulent or suspicious claims

To protect our other customers, we may decline a claim we reasonably believe to be fraudulent — for example, where a code was redeemed from an IP address tied to the claimant's own account, or where the same claimant has repeatedly reported "non-working" codes that log data shows were successfully redeemed. We may share relevant transaction data with our fulfillment partner, payment processor, and law enforcement where warranted.

9. Escalation

If you are not satisfied with how we resolved your claim, reply to the same email thread asking for a senior review. A director of CardVendor Limited will look at the matter personally and respond within 5 business days.

If the dispute still cannot be resolved, it is subject to the governing law and jurisdiction clause in our Terms of Service.

10. Contact

All refund and dispute correspondence should go to support@mycardvendor.com. For general questions, see our Support & FAQ.