Política de devolución & reembolso
Last updated: 3 October 2026
This policy explains when you can cancel an order and when you can get a refund for products bought on www.2play.com. It forms part of our Terms and Conditions. Nothing in it affects your statutory rights as a consumer.
1. Who we are
www.2play.com is operated by 2play, a company incorporated under the laws of Ireland, with its registered office at Pembroke House, 28–32 Pembroke Street Upper, Dublin D02 EK84, Republic of Ireland ("2play", "we", "us"). You can reach our support team at support@2play.com.
2. Digital keys at a glance
We sell digital activation keys (for example Steam keys). A key is sent to you by email and you activate it on the relevant platform. Because a key cannot be "returned" once it has been used, what you can get back depends on whether the key has been sent and whether it has been activated:
- Key not sent yet: cancel at any time for a full refund (section 3).
- Key sent but not activated: refund within 30 days of purchase (section 4).
- Key does not work: replacement or refund (section 5).
3. Cancelling before your key is sent
You can cancel your order at any time before we send your key, including pre-orders up until the key is delivered. Email us with your order number and we will cancel it. If your payment has already been taken, we refund it in full. If it has only been authorised, we cancel the authorisation and no money is taken.
4. 30-day refund for unused keys
If you change your mind, you can ask for a refund within 30 days of your purchase date, as long as the key has not been activated (redeemed) on any platform account.
- Before refunding, we check with the publisher or distributor that the key has not been activated. Once confirmed, the key is cancelled and can no longer be used.
- If the key has already been activated, it cannot be refunded under this section, unless it was faulty (see section 5).
- For pre-orders, the 30 days start on the day the key is sent to you.
This 30-day refund is a commercial guarantee we offer in addition to your statutory rights described in section 6.
5. Keys that do not work
If your key does not work, we will make it right. This covers, for example, a key that is invalid or already used, a key for a different product or edition than the one you ordered, or a key that cannot be activated in the region shown on the product page when you placed your order.
- Please contact us as soon as you notice the problem, with your order number and a screenshot of the error message from the platform.
- We investigate with the publisher or distributor and then send you a working replacement key or, if we cannot, a full refund.
- If the same key was delivered to you twice for one purchase, only one of them is yours to use.
A key is not faulty because it cannot be activated from a country other than the one you ordered from (for example while travelling or when using a VPN or proxy), or because of a ban, restriction or problem on your platform account. If such a key has not been activated, section 4 still applies.
6. Your statutory right of withdrawal
Under EU and Irish consumer law you usually have 14 days to withdraw from a purchase made online. For digital content that is not supplied on a physical medium, such as a game key, this right ends once delivery has begun with your express consent and your acknowledgement that you lose the right of withdrawal. When you place an order on 2play, you ask us to send your key immediately and acknowledge this. The statutory right of withdrawal therefore ends when your key is sent to you.
This does not affect the cancellation and refund options in sections 3 to 5, or your legal rights if a product is faulty or not as described.
If you want to cancel while your right of withdrawal still applies, you can simply email us. You may also use the model withdrawal form below, but you do not have to:
To: 2play, Pembroke House, 28–32 Pembroke Street Upper, Dublin D02 EK84, Ireland, support@2play.com
I hereby give notice that I withdraw from my contract for the supply of the following digital content: [product], ordered on [date], order number [number].
Name of consumer: [name]
Email address used for the order: [email]
Date: [date]
7. When we cannot give a refund
We may refuse a refund or replacement when:
- the key has been activated and was not faulty;
- more than 30 days have passed since your purchase and the key is not faulty;
- the key was activated by someone else who accessed your email or account because your login details were not kept secure;
- the order breaks our Terms and Conditions, for example when a VPN or false information was used to get around regional restrictions, or the key was bought for resale; or
- we have reasonable grounds to believe the request is fraudulent or abuses this policy, for example repeated refund requests for keys that turn out to have been activated.
8. How to ask for a cancellation or refund
Email support@2play.com from the email address used for the order, with:
- your order number;
- the product concerned;
- the reason for your request; and
- for a key that does not work, a screenshot of the error message.
We aim to reply within 2 working days.
9. How you get your money back
Refunds are paid to the payment method used for the order, within 14 days of our approving the refund. Your bank or card provider may need a few extra working days to show it on your statement. We refund the full amount you paid, including VAT. We charge in euros: if your card is in another currency, the amount you see on your statement may differ slightly because of exchange rates and your bank's fees.
10. Payment disputes
If something is wrong with your order, please contact us first: we can usually solve it quickly. If you open a dispute or chargeback with your bank, we will share the order and delivery details with our payment provider. We may suspend accounts used for chargebacks on keys that were delivered and worked.
11. Changes to this policy
We may update this policy from time to time. The version that applies to your order is the one published on this page when you placed it.