Delivery & Refund Policy

Everything sold on Pyrekin — ember packs, cosmetic items, and other optional in-game content — is digital content. Nothing is shipped physically, so no shipping costs, customs duties, or courier services are involved.

All prices are shown in euros (EUR). The price displayed in the shop and at checkout is the final price you pay: it includes VAT and any other applicable taxes. We do not add any taxes, fees or surcharges at checkout. Your bank or card issuer may apply its own currency-conversion or foreign-transaction fees if your card is not in EUR; these are charged by your bank, not by us.

Purchases are delivered electronically to the Pyrekin account from which the purchase was made. Ember packs are credited to your balance and cosmetic items are unlocked in your account. You can see the result in your profile and in the in-game shop.

Delivery time. Delivery takes place immediately after our payment provider confirms your payment — normally within a few minutes and in any event no later than 24 hours after payment confirmation. Delivery is complete when the embers appear in your balance or the cosmetic item becomes available in your account. We also send an order confirmation to the e-mail address linked to your account.

If a purchase has not been delivered within 24 hours after payment confirmation, email hello@pyrekin.com from the address linked to your account, including the date and time of purchase and the order or transaction reference from your confirmation or card statement. We will investigate and, within 3 business days of receiving your message, either deliver the purchase or refund the payment in full to the original payment method.

If you are a consumer in the EU/EEA (or in another country where a similar right applies, such as the UK), you have a statutory right to withdraw from a purchase of digital content within 14 days without giving a reason.

Because purchases are delivered to your account immediately after payment, before you complete a purchase we ask you to tick a separate checkbox at checkout confirming that (a) you expressly request and consent to delivery starting immediately, before the end of the 14-day withdrawal period, and (b) you acknowledge that you lose your right of withdrawal once delivery has started. Without this confirmation the purchase cannot be completed. We repeat your consent and acknowledgement in the order confirmation e-mail.

Delivery starts when the embers are credited to your balance or the cosmetic item is unlocked in your account. From that moment the right of withdrawal no longer applies, whether or not you have used the item. If delivery has not yet started, you may withdraw by emailing hello@pyrekin.com within 14 days of the purchase; we will refund the full amount within 14 days of receiving your notice.

Regardless of the right of withdrawal, we will refund a purchase in full when:

• you were charged but the purchase was never delivered and we cannot deliver it;
• you were charged more than once for the same order (we refund the duplicate charge);
• the purchased content is materially defective, does not match its description, and we cannot fix it within a reasonable time;
• a refund is otherwise required by mandatory law in your country of residence, or the Game is discontinued (see Section 7 of the Terms & Conditions).

Embers already spent in-game and cosmetic items already used are non-refundable except where the law requires otherwise. Embers earned through gameplay are not refundable.

Email hello@pyrekin.com from the address linked to your account with the order or transaction reference, the date and amount of the purchase, and the reason for the request. We will review your request and reply within 5 business days of receiving it.

Refunds are made only to the original payment method used for the purchase (the same card). We do not make refunds in cash, to a different card or bank account, or to a third party.

Approved refunds are initiated through our payment provider within 14 calendar days of approval and, in the case of withdrawal, within 14 days of receiving your withdrawal notice. Once initiated, the refund normally appears on your card statement within 5–10 business days, depending on your card issuer; in rare cases it may take up to 30 days.

If your card has expired or been closed, contact us: the refund is still sent via the payment provider to the card account used for the purchase, and your card issuer credits the replacement card or account. When a purchase of embers is refunded, the corresponding embers are removed from your balance; refunded cosmetic items are removed from your account.

If you do not recognise a charge, believe you were charged incorrectly, or have any other problem with a purchase, please contact us first at hello@pyrekin.com before contacting your bank. Most payment issues are resolved within 3 business days, and a refund where one is due reaches you faster than a chargeback.

A chargeback is a reversal of a card payment requested from your card issuer. Chargebacks are intended for unauthorised or fraudulent use of a card and are not an alternative to the refund process above. If a chargeback is raised for a purchase that was made by you (or by a person you allowed to use your card) and delivered to your account, we may suspend the account while the dispute is investigated, remove the embers or cosmetic items corresponding to the disputed payment, provide the card issuer with the transaction and delivery records, and make restoration of the account conditional on repayment of the disputed amount and any chargeback fees charged to us. Our full chargeback policy is set out in Section 10 of the Terms & Conditions. Nothing here limits your right to dispute a transaction you did not authorise with your card issuer.

Delivery and refund questions: Pyrekin OÜ, hello@pyrekin.com, +370 5 259 5665.

Support hours: Monday to Friday, 09:00-18:00 EET/EEST (Vilnius time, UTC+2 / UTC+3 in summer). Calls and messages received outside these hours are answered on the next working day.