Find out how to get a refund for eligible products under our returns policy.
You can return eligible products within 14-days from the day you received them. If your purchase includes a bundle of products, all products must be returned together.
You can return all products except for the following; which are not eligible for return:
(a) Customised or personalised products made to your specifications.
(b) Any unsealed boxed discs (CDs, DVDs, or physical games), or, unsealed products not suitable for return because of health and hygiene reasons.
(c) Any digital products (e.g. digital games, DLC bought separately etc.) that you have redeemed, begun downloading, or accessed.
If you live in the US: Any product that is opened or noted in the product description as non-returnable will not be eligible for return.
If you live in the UK or EEA (Right of Withdrawal): You have a legal right to return eligible products within 14-days from when you receive your purchase for any reason. For digital products you lose your right to return once you redeem, download or access it within the 14-day period.
If you live in the US: We will refund payment received from you for the products. This does not include shipping costs.
If you live in the UK or EEA, we will refund all payments received from you including shipping, unless you paid for express shipping in which case, we will only refund you for standard shipping.
We will refund you without undue delay after we have received the returned product. Unless we are arranging for the product to be returned, customers must keep evidence that the products were returned.
If you wish to return a product, please contact the Customer Support Centre: https://support.square-enix-games.com/s/store.
If a product is faulty or you received the wrong product, you can return the item.
Please contact the Customer Support Centre: https://support.square-enix-games.com/s/store and they can provide you with further instructions on how to return your purchase. Please note that Customer Support may ask for further information about the issue you are experiencing.
If you live in the US: You must notify us of the issue within 72 hours from receipt of the product to qualify for a refund. For products being returned from within the continental US (excluding Hawaii and Alaska), we will either 1) provide you with a return shipping label; or 2) reimburse you up to USD $15.00 for the cost of returning the item to us.