How do I get a refund?
Please see the options below for requesting a refund.
If you have bought the game from another retailer, you need to contact them directly. We cannot refund purchases made elsewhere.
For refund requests concerning purchases made from Steam or Epic, please contact Steam support or Epic support for assistance.
PaySafeCard does not allow refunds. We are unable to provide refunds for purchases made using PaySafeCard.
For purchases made directly from ArenaNet within the last 30 days, or for pre-orders from ArenaNet up to the actual release date, you can submit a request to receive a refund. Please note that refunds are subject to the limitations described below.
Game Refunds
If you purchased a game or expansion from http://buy.guildwars2.com, you can submit a request to our support team (support@arena.net).
Please provide the following information:
- Guild Wars 2 Order ID provided in the receipt of the purchase (if available).
- E-mail address used when making the purchase (if available).
- Billing zip code or postal code.
- ONLY the last 4 digits of the credit/debit card used (for credit/debit card transactions),
- Invoice ID or transaction ID from your PayPal® payment history (for PayPal® transactions).
Note:
- Not all serial code purchases are eligible for a refund.
- We can deny refunds if you have played the game for more than 16 hours.
- Serial codes that included gems (i.e., Ultimate Editions) are not eligible for a refund if the gems have been used.
- Refunded serial codes will be disabled and the content will no longer be available. You can purchase a new serial code to regain access.
- The Complete Collection may be eligible for a partial refund (more details concerning this item can be found here).
Gem Refunds
If you purchased Gems from the Gem Store, you can submit a request to our support team (support@arena.net).
Please provide the following information:
- Guild Wars 2 Order ID provided in the receipt of the purchase (if available).
- E-mail address used when making the purchase. (if available).
- Billing zip code or postal code.
- ONLY the last 4 digits of the credit/debit card used (for credit/debit card transactions),
- Invoice ID or transaction ID from your PayPal® payment history (for PayPal® transactions).
Note: Used gems may not be eligible for a refund.
Pre-Order
If you pre-ordered a game or expansion from http://buy.guildwars2.com, you can submit a request to our support team (support@arena.net).
Please provide the following information:
- Guild Wars 2 Order ID provided in the receipt of the purchase (if available).
- E-mail address used when making the purchase. (if available).
- Billing zip code or postal code.
- ONLY the last 4 digits of the credit/debit card used (for credit/debit card transactions),
- Invoice ID or transaction ID from your PayPal® payment history (for PayPal® transactions).
Limits on Pre-Order refunds:
- Payment processors can refuse to honor refund requests after 6 months since the initial transaction. This can prevent refunds in some cases. We recommend that you contact your financial institution for refund restrictions before you purchase.
- Not all serial code pre-orders are eligible for a refund.
- Serial codes that include gems and account upgrades are not eligible for a refund if the gems, items, or upgrades have been used.