Game Items

Your order is eligible for a refund, if:

- We failed to fully deliver or send the order within the guaranteed delivery time.
- We only partially delivered your order within the guaranteed delivery time.
- Your account was affected by receiving currency or items obtained through cheating or fraud.

Your order is not eligible for a refund, if:

• Items/currency were not bought on UGShop.
  - The guaranteed delivery time has not yet passed.
  - Evidence of incomplete delivery is shared on external platforms other than Eldorado.
  - You provided a wrong account/character name and the order was delivered.
  - You traded the items/currency back to a different account.

Requesting Refunds

If you require a refund, please provide the following information to our customer support team:

1. Order Details: Please include your order number and any other relevant details from your order record.
2. Reason for Refund: Please provide a clear explanation of why you are requesting a refund.

You can send this information to our customer support email: **service@ugphone.com**.

Important Notes:

- **Refund Processing**: If your order is canceled, the refund will be processed and returned to your original payment method.
- **Processing Time**: Refunds typically take 3-5 business days to reflect in your account, depending on your payment provider.