1. The nature of what we sell
Almost everything we sell is digital content delivered electronically — for example virtual currency (such as Robux through Gamepass), in-game items and passes, wallet top-ups, subscriptions, gift cards and digital services. Digital content has special rules around cancellation, which are explained below.
2. Your 14-day right to cancel — and how it can be lost
For most distance purchases, consumers have a 14-day “cooling-off” period in which to cancel. However, for digital content that is not supplied on a physical medium, this right is lost once delivery has begun, provided that:
- you gave your express consent to delivery beginning before the end of the 14-day period; and
- you acknowledged that you would lose your right to cancel once delivery started.
Because our Content is normally delivered immediately, when you place an Order and ask us to begin delivery straight away, you consent to immediate delivery and acknowledge that you lose your right to cancel once delivery begins. This means that, in practice, you will usually not be able to cancel for a refund once your Content has been delivered.
If you place an Order but delivery has not yet begun, you may still cancel within the 14-day period and receive a full refund.
3. Faulty, incorrect or “not as described” Content
Your statutory rights still apply. Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose, and as described. If the Content we deliver is faulty, not as described, or not delivered at all, you are entitled to a remedy, which may include a repair, replacement, re-delivery, or a refund.
You may be entitled to a refund where:
- you paid for Content but it was not delivered to you;
- the Content delivered was materially different from how it was described; or
- the Content was defective and we are unable to fix or re-deliver it.
4. When refunds are not normally available
Refunds will not normally be given where:
- the Content has been successfully delivered as described and you consented to immediate delivery (see Section 2);
- you provided incorrect details (such as the wrong Roblox nickname or account) and delivery was made based on those details;
- you simply changed your mind after delivery has begun;
- the issue was caused by a Third-Party Platform (such as a game suspending your account or removing an item), which is outside our control; or
- a code, top-up or gift card has already been redeemed or used.
These exclusions do not override your statutory rights where Content is genuinely faulty, not as described, or not delivered.
5. How to request a refund
To request a refund or report a problem with an Order, contact our support team:
- Email: support@itemix.co
- Please include your order reference, the email on your account, a description of the problem, and any relevant screenshots.
Please contact us as soon as possible, and ideally within a reasonable time of becoming aware of the issue, so we can investigate while the relevant information is available.
6. How we process refunds
Where a refund is due:
- we will refund using the same payment method you used for the Order, unless we agree otherwise;
- we will process the refund without undue delay and normally within 14 days of agreeing that a refund is due; and
- the time for the funds to appear may depend on your bank or payment provider.
7. Chargebacks
If you believe an Order is incorrect, please contact us first so we can resolve it. Raising a chargeback or payment dispute without contacting us may delay resolution. We reserve the right to challenge chargebacks where Content was delivered correctly and to suspend accounts associated with fraudulent disputes.
8. Changes to this policy
We may update this Refund Policy from time to time. The version that applies to your Order is the one in force at the time you place it. The “Last updated” date shows when this policy was last revised.
9. Contact us
- ITEMIX TECH LTD — 128 City Road, London, EC1V 2NX, United Kingdom
- Email: support@itemix.co