Replacement Rules

When can I request a replacement?

If a delivered digital product appears to have a problem covered by its applicable replacement conditions, you may submit the issue to HStock Support for review.

A replacement is not automatic. The reported issue and applicable product conditions may need to be verified first.

Product-specific guarantee

HStock does not treat every digital product as having the same guarantee period.

Where a product has a specific guarantee period or replacement condition, the information shown for that product applies to the relevant purchase.

Report problems promptly

If you discover a problem, report it as soon as reasonably possible and within the applicable guarantee period.

Delayed reports can make verification more difficult and may fall outside the conditions applicable to the product.

What should I provide?

Depending on the reported problem, HStock Support may ask for information that helps identify the order and verify the issue.

• Your HStock order information.
• The affected product or delivered item.
• A clear description of what went wrong.
• Relevant screenshots when reasonably required.
• Video or other evidence when it is reasonably necessary to verify a particular issue.
• Any additional relevant information requested during the review.

Keep the original delivered information

If you experience a problem, keep the original delivered information available while the issue is being reviewed.

Do not intentionally hide, alter or misrepresent information submitted as evidence.

Changing credentials or delivered data

If credentials or other important delivered information are changed before a problem is reported, verifying the original delivered condition may become more difficult.

Submit one clear request

Contact HStock Support with the relevant order information, a clear explanation of the issue and any useful evidence.

Avoid opening multiple requests for the same issue unless support specifically asks you to do so.

Verification

HStock may review the order, the product's applicable conditions and the information provided with the claim.

Additional information may be requested if the original report does not provide enough detail to verify the issue.

Replacement decision

If the reported problem qualifies under the applicable product conditions, an appropriate replacement may be provided where available.

The exact resolution can depend on the product, order status, available replacement and circumstances of the claim.

Replacement may be considered first

Reporting a product problem does not automatically create a refund.

Where an eligible problem can appropriately be resolved through replacement, a replacement may be considered before a refund.

When can a refund be reviewed?

Refund eligibility depends on the circumstances of the order, the applicable product conditions and the result of the claim review.

Where an eligible issue cannot appropriately be resolved through replacement, the order may be considered for refund review where applicable.

False or misleading claims

Users must not intentionally provide false screenshots, misleading evidence, altered information or fraudulent claims in an attempt to obtain a replacement or refund.

Suspicious activity may be reviewed to protect HStock, sellers and marketplace users.

Be clear when contacting support

Include the relevant order information and explain the problem clearly. If support requests additional evidence, provide the relevant information when available.

Updates to Replacement Rules

HStock may update these Replacement Rules as marketplace features, procedures or product requirements change.

The version displayed on this page represents the Replacement Rules currently published by HStock.