Refund & Cancellation Policy

1. Eligible Refund Scenarios

You are entitled to a full refund or immediate wallet credit under the following specific conditions:

• API Fulfillment Failure: If the transaction was debited or paid for, but the digital items failed to credit to your game account due to server outages or automated delivery failure, our system will automatically refund 100% of the amount to your Shadow Wallet balance.
• Duplicate Billing: If your Dialog eZ Cash, bank card, or wallet balance was debited multiple times for a single order due to network timeouts, contact our support desk with transaction references for a swift reversal of the duplicate charges.
• Out of Stock Packages: If an ordered package is temporarily suspended or exhausted before server dispatch, the purchase amount will be credited back to your account wallet immediately.

2. Non-Refundable Situations

Refunds cannot be granted under the following circumstances:

• Incorrect Player UID: Shadow Store provides an interactive real-time UID nickname checker. It is the customer's sole responsibility to confirm that the displayed in-game name matches their desired account before proceeding. Once diamonds are dispatched to the submitted Player ID, the game servers process them irrevocably.
• Change of Mind: We cannot process refunds if you decide you no longer want the diamonds or pass after successful delivery.
• In-Game Bans or Violations: Shadow Store dispatches 100% legitimate diamonds through authorized Garena channels. However, we are not responsible for any in-game penalties, suspensions, or account issues resulting from violations of Garena's terms of service, third-party software use, or shared credentials.

3. Shadow Wallet Deposits & Withdrawals

Funds deposited into your Shadow Wallet balance are designed for immediate or scheduled digital recharges at retail or wholesale reseller rates. If you accidentally deposit excessive funds via Dialog eZ Cash or Bank Transfer and have not spent them, you may request a manual withdrawal by contacting our support desk. Withdrawal requests may take 24–48 hours for bank verification and are subject to third-party payment gateway transaction fees (if applicable).

4. Order Cancellation Timeline

Because orders are routed immediately to the automated dispatch engine upon payment confirmation, cancellation windows are strictly limited to pending or unpaid orders. Once an order enters the “Processing” or “Completed” state, automated dispatch has commenced and cancellation is no longer possible.

5. How to Request Support or a Refund

If your transaction encountered an error, please reach out with your Order ID, Player UID, and Payment Proof / eZ Cash Transaction Ref: