@ai A-to-z Guarantee

What’s covered

• Your order never arrived: no key, no working access link, or a gadget that didn’t show up.
• A key or account that doesn’t work.
• A product that is materially different from its description.
• A gadget that arrives damaged or defective.

How it works

• Go to Your Orders, open the order and choose "Request a refund" on the item.
• The seller has 2 business days to fix it or refund you.
• If the seller declines or doesn’t answer, file an A-to-z claim from the same page. @ai decides within 2 business days.
• Approved refunds go back to your original payment method, usually within 5 to 10 business days.

Time limits

Start a claim within 90 days of delivery. Changing your mind is covered by the seller’s refund window instead, shown in the buy box before you buy.

What isn’t covered

Claims where the problem was caused by misuse, requests already resolved by the seller, or payments disputed with your bank at the same time.