1. What This Policy Covers

This policy applies to purchases made through the Velheim store or manually arranged payment methods for virtual items, ranks, benefits, coins, account services, or other digital in-game rewards.

Virtual goods have no real-world cash value and cannot be exchanged back into money.

2. Automated Payments

Stripe and PayPal orders are tracked automatically. The store creates an order, waits for the processor to confirm payment, and marks the order as claimable only after payment is completed.

If a payment is pending, under review, partially completed, declined, cancelled, refunded, or disputed, the order may not be claimable until the processor sends a final successful state.

3. Manual Payments

Manual methods such as bunq are not automatic store payments. Users must contact Sandstorm directly after paying and provide their in-game username, the purchased items, and proof/details needed to match the payment.

Do not send a manual payment unless you understand that staff must verify it before any virtual goods can be granted.

4. When Refunds May Be Considered

Refunds or store-credit corrections may be considered when:

• The same order was accidentally paid more than once.
• Payment was completed but the order was not delivered or claimable because of a confirmed system issue.
• The wrong account received items because of a verifiable support or processing issue.
• A payment was completed but the related virtual goods were never claimed, used, traded, or consumed.

5. When Refunds Are Usually Not Available

Refunds are usually not available when:

• The purchased item, rank, benefit, or currency was claimed, used, traded, consumed, transferred, or otherwise enjoyed in-game.
• The user entered the wrong username or bought the wrong item without contacting support promptly.
• The account was banned, restricted, or punished for rule violations after purchase.
• The purchase was made by a friend, family member, or other person who had access to the user's device, payment method, or account.
• The request is based on buyer's remorse, changed plans, server balance changes, or normal service updates.

6. Disputes, Chargebacks, and Reversals

Opening a dispute or chargeback without contacting support first may cause the order to be marked as disputed, charged back, refunded, or otherwise restricted. Related virtual goods may be removed, and the associated account may be limited until the issue is resolved.

If a refund, chargeback, reversal, or dispute happens after items were claimed, Velheim may remove the virtual goods, reverse related benefits where possible, or restrict the account to protect the store from abuse.

7. How to Request Help

Contact support as soon as possible and include your in-game username, payment processor, order ID or transaction ID if available, purchase date, item names, and a clear explanation of what went wrong.

For manual bunq payments, contact Sandstorm directly after successful payment so the payment can be matched to your account and intended purchase.