The Sims 4: Snowy Escape

Returns/Refunds:

Physical products that are mailed to your home address may be returned within 30 days for a refund. To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging and have the same contents that were included when shipped.

Digital products cannot be refunded/cancelled once the activation email has been dispatched from our system. This includes the following cases:

1. Product doesn't work correctly on your device. You should contact the publisher to get technical support to determine the issue. It is the customer's responsibility to ensure their device meets the system requirements as included on every product page.
2. Product was purchased by accident or for a different operating system. Again, it is the customer's responsibility to ensure they are purchasing a product meant for their device.
3. Product cannot be activated in your region. All digital products are marked to what regions they can be activated and used in. We also detect the customer region on every product page to inform them if the product can be used in their region. If the customer ignores the region information and region warnings or is using a VPN/proxy to hide their location they still agree to these terms upon adding the item to their cart.

If your digital order is being manually reviewed due to being marked for review and you contact us before it has been dispatched your order can then be cancelled and refunded.

In the case that your digital code cannot be activated for a valid reason we will work with you and the publisher to provide a replacement or a refund if a replacement cannot be provided.

Return Process:

Physical Products: Please contact us within 30 days of your order date by creating a support request to inform us you would like to return your item. We will then provide you with return address information. Return shipping costs are the responsibility of the customer and will not be covered by PJ's Games. We would also recommend using a shipping service that will provide tracking as we will not be responsible for lost packages.

Once the product is received and inspected your refund will be processed. Please note if it is determined that the product is in unacceptable condition, not the same item that was shipped to you, or is missing items that were included upon shipping these costs will be deducted from your refund amount.

Digital Products: Please contact us within 7 days of your order date by creating a support request to inform us you're having an issue redeeming your code. We will then inform you of any additional information we need to submit your case to the publisher. If it is determined that your activation code is defective you will be provided a replacement once your case has been closed which is typically 24-72 hours. If a replacement cannot be provided your order will be refunded.

Refund Timeframe:

Once your refund has been approved and processed it will typically take 24-72 hours for our ecommerce provider to complete the process. The refund amount will be credited to the payment method that was used for the order.

If you have any other questions regarding your purchase and a possible refund please create a support request and we would be happy to assist you further.