In which cases can I request a refund in AppGallery?

Applicable products: Smartphone
Applicable products:
In which cases can I request a refund in AppGallery?

Refund Applicable Scenarios

Payment Methods

Contact Channels

  1. You made an in-app purchase but it was not delivered.
  2. The paid app/in-app purchase you bought is defective or not working.
  3. Purchases by a minor child without your permission or other unauthorized payments, for example, if your Huawei ID was stolen or otherwise compromised and used to purchase apps in AppGallery.

You used HUAWEI In-App Purchases (IAP) to purchase a paid app or in-app purchase.

Contact HUAWEI and request a refund.

You used other payment methods to make a purchase.

Use the customer service contact information in the app to contact the app developer for assistance.

 
  • If you need to request a refund for your purchase, please contact the app developer or HUAWEI within 14 days of the purchase date.
  • You will not have access to the paid app/in-app purchase after the refund is processed.

Please provide the information below when you contact HUAWEI customer service to request a refund:

App Categories

Information Required

Note

App

  • HUAWEI ID
  • App name
  • Product name
  • HUAWEI In-App Purchases transaction number (Go to Me > Account center > Payment and purchases > Purchase history to check. Please include a screenshot if possible.)
  • Refund Amount
  • Problem description
  • Country/Region(Navigation path Me > Settings > Country/Region
  • Contact information

If you have contacted the app developer already regarding the refund request, please also provide:

  • a screenshot of the email exchange with the app developer
  • a screenshot of the refund approval confirmed by the developer

Game App

  • HUAWEI ID
  • App name
  • Product name
  • HUAWEI In-App Purchases transaction number (Go to Me > Account center > Payment and purchases > Purchase history to check. Please include a screenshot if possible.)
  • Refund Amount
  • Problem description
  • Country/Region(Navigation path Me > Settings > Country/Region
  • Contact information
  • Game server
  • Character name/ID
  • Prefered handling method: receive a refund or game packs delivery back
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