Refund Policy - Gemsly

Last Updated: September 2026

Gemsly is an online store based in Sri Lanka, selling digital products (digital items, gift cards, game keys and game top-ups) that are delivered electronically. No physical goods are shipped. This policy explains when you can cancel an order, when you are entitled to a refund, and how refunds are paid. Please read it before making a purchase.

1. Digital Products — Delivered Orders Are Final

Because digital products can be viewed, copied or redeemed immediately, an order is final once it has been successfully delivered (a code or key is revealed, or a top-up is credited to the game account you provided), except in the situations listed in Section 3. Please check the product, region and your delivery details carefully before confirming your order.

2. Order Cancellation

You may cancel an order at any time before it has been delivered by contacting our support team with your Order ID. Cancelled orders are refunded in full. Once delivery has been completed, the order can no longer be cancelled.

3. Eligible Refund Scenarios

You are entitled to a full refund in the following situations:

Non-Delivery: Your order has not been delivered within 48 hours of payment confirmation and we are unable to deliver it.
Out of Stock: The item becomes unavailable after payment but before delivery.
Wrong Item: You receive a product that is different from what you ordered.
Invalid or Faulty Code: A code or key we delivered is invalid or already used, reported within 72 hours and confirmed by our team.
Failed Top-Up: A game top-up could not be credited to the game account you provided.
Steam Gift Not Delivered: We are unable to send your Steam gift (for example, because of a Steam region restriction), or you decline the gift before redeeming it.
Duplicate Payment: You were charged more than once for the same order.

4. Refund Method & Timeline

Approved refunds are paid in full, in Sri Lankan Rupees (LKR), to the original payment method used for the purchase:

Debit / Credit Card Payments: Refunded to the same card used for payment. We process the refund within 3 business days of approval; it may then take 7–14 business days to appear on your statement, depending on your card-issuing bank.
Bank Transfer Payments: Refunded to the Sri Lankan bank account the payment was made from, within 2–5 business days of approval.
Wallet Balance Purchases: Refunded to your Gemsly Wallet balance immediately upon approval.

For your security, refunds are never sent to a different card, account or person than the one used for the original payment.

5. Non-Refundable Situations

You entered incorrect delivery details (such as a wrong player ID) and the order was delivered as entered.
The delivered code or key has been viewed and redeemed.
You changed your mind after the order was delivered.
A game top-up was successfully credited to the game account you provided.
A Steam gift has been accepted into the Steam account you provided.
The order was placed in breach of our Terms of Service (for example, fraudulent payment).

6. How to Request a Refund

Open a support ticket from your profile page or email gemslylk@gmail.com with your Order ID and a description of the issue. Refund requests should be made within 72 hours of delivery (or of the expected delivery time for undelivered orders). We will respond within 2 business days and notify you once the refund has been processed.

7. Payment Disputes

If you have a problem with a payment, please contact us first — most issues are resolved quickly and a refund to your original payment method is usually faster than a bank dispute.

Gemsly · Sri Lanka

Email gemslylk@gmail.com · WhatsApp +94 76 725 0344