1. Grounds for a request
Contact support for missed delivery deadlines, activation failures, incorrect products or discrepancies with the description. Examples include a code used before delivery, the wrong region, platform, denomination, edition or subscription duration.
Depending on the circumstances and applicable law, remedies may include delivery, replacement, a price reduction or a refund. Replacement cannot be forced instead of a lawful refund claim. LegixStore is directly responsible to the buyer for reviewing the claim and meeting its obligations.
2. Cancellation before delivery
Do not pay an unpaid invoice if you no longer want the order. If you have already sent payment, tell support: an expired timer does not prove that no transfer took place.
Send a cancellation request promptly for an order paid for but not yet delivered. Automatic fulfilment may continue until the request is received; closing the page does not stop it. The request and delivery times are assessed on review, without restricting statutory rights.
3. A valid product you no longer want
Do not activate or share the code while your request is being considered. State whether you revealed or tried to activate it so support can assess safe cancellation or replacement.
A mistaken region or edition is assessed against the information provided before purchase. Revealing a key alone does not prove use. Withdrawal from a valid digital product depends on applicable law, the transaction’s nature and performance, rather than merely calling it digital.
Where Russian Consumer Protection Law Article 26.1 on distance sales of goods applies, withdrawal is available before delivery and generally for seven days after it; failure to provide written return instructions on delivery may extend the period to three months. Licensing rights and services require separate assessment. A unique code does not by itself prove exclusive usability by one particular buyer.
4. Information to include
Use the Help form and state your request, such as checking a code, replacing an item or returning payment. Save the request reference if the form provides one.
- Order number and the email used at checkout.
- Product name, platform and account region, without passwords.
- The problem, exact error message and activation attempt time.
- For payment issues: amount, coin, network and transaction identifier if available.
- Available evidence; additional images can be supplied through a channel agreed with support. A missing purchase video is not an automatic reason to reject a claim.
5. Review process
LegixStore support checks the order, payment, delivery records and whether the code works. Only information relevant to the dispute is requested. An original receipt is not the only acceptable proof of purchase.
Support explains any additional information needed. Further investigation does not automatically restart or extend statutory deadlines. The decision should explain the outcome and reasons, particularly for a rejection.
6. Deadlines and amount
Refunds are handled by an operator, not an automatic order status. Claims covered by Russian Consumer Protection Law Article 22 must be satisfied within ten days of the claim; other claims follow their applicable statutory periods.
The refundable amount relates to the affected item or order. Arbitrary penalties or fixed percentage deductions do not apply to defective goods or the seller’s failure to perform. Additional fees and losses are handled under applicable law; the seller’s own costs are not automatically passed to the buyer.
7. Returning funds
The method must be lawful for the parties. Where a digital currency refund is permitted, the operator confirms the coin, network, amount, receiving address and any memo or tag. The sending address is not reused automatically because it may belong to an exchange and not accept returns.
Market movements do not entitle the seller to arbitrarily reduce its obligation. Any conversion into different settlement units and its valuation time must be expressly agreed without waiving mandatory rights. Support does not require a separate payment to unlock a refund, recovery phrase or private key.
8. Transfer errors and appeals
For a wrong network, coin or address, missing tag, overpayment or duplicate payment, provide the transaction details. Recovery depends on who received and controls the funds. Blockchain irreversibility does not remove a lawful refund obligation for funds the seller actually controls.
If you disagree with a decision, send your reasons with the original request reference. Support correspondence does not remove access to authorities or courts or shorten statutory deadlines.