Refund and Cancellation Policy

Your right to cancel

If you live in the European Union, the European Economic Area or the United Kingdom, you normally have 14 days to cancel an online purchase.

Digital content is delivered to your account straight away. At checkout we ask you to agree to immediate delivery and to confirm that you then lose the right to cancel. The box is never ticked for you, and we confirm your choice by email. Where you live may give you other rights; this policy adds to them.

Unused purchases

Wherever you live, you can ask for a refund within 14 days of buying if you haven’t used what you bought: the cosmetic item hasn’t been equipped, no Crowns from the pack have been spent, and nothing from a Founder tier has been used.

When something goes wrong

If an item wasn’t delivered, you were charged twice or you were charged the wrong amount, we refund in full or fix the order, however long ago it happened.

Founder tiers

If we can’t deliver something a Founder tier promised within its delivery window, you can choose a refund of that tier. A refunded seat goes back on sale.

Discounted orders

A refund returns the amount you actually paid. A single-use discount code used on a refunded order is not issued again.

How refunds work

Write to [email protected] with your order number. We aim to reply within 5 working days. Refunds go back to the payment method you used, in the same currency and for the same amount.

A refund removes what the order gave you: the item, the card or the set and its cards, the Founder seat, or the Crowns.

Once you spend any Crowns after buying Crowns, that purchase can no longer be refunded, in whole or in part.

Payment disputes

If you dispute a payment with your bank instead of writing to us, we remove what the payment gave you and pause store access on the account while the dispute is open. Writing to us first is usually faster.