Refunds

How do I get a refund?


We are happy to review your refund request! For information on how to request a refund, please review the options below and follow the appropriate directions before contacting your bank. If you have bought the game from another retailer, please contact them about their refund policies. For purchases made directly from ArenaNet within the last 30 days, or for pre-orders made directly from ArenaNet using a still-active payment method up to the actual release date, you may be able to complete the request and receive your refund directly from us (subject to the limitations described below).  

Please note: For refund requests concerning purchases made from Steam, please contact Steam support for assistance.

We are not able to provide refunds for purchase made using PaySafeCard.

Game Refunds


If you purchased Guild Wars 2 from http://buy.guildwars2.com and would like a refund, please submit a request to our Support team and provide the following information:

  • Your Guild Wars 2 purchase Order ID provided in the receipt of the purchase (if available).

  • The e-mail address you used when making the purchase. (if available).

  • Your billing zip code or postal code.

  • For transactions involving a credit/debit card, ONLY the last 4 digits of the credit/debit card used.

  • For transactions involving PayPal®, the invoice ID or transaction ID from your PayPal® payment history for the transaction.

Note:

  • Not all serial code purchases will be eligible for a refund.
  • If your serial code purchase included gems (ie. Path of Fire, End of Dragons: Ultimate Edition, or Secrets of the Obscure: Ultimate Edition) and the gems were used, you may not be eligible for a refund.
  • The refund process includes disabling any serial code associated with the refunded transaction.
  • You will need to purchase a new serial code to regain access to the features previously provided by any refunded serial code.
  • The Complete Collection may be eligible for a partial refund (more details concerning this item can be found here).

 

Gem Refunds


If you purchased Guild Wars 2 Gems from the Gem Store and would like a refund, please submit a request to our Support team and provide the following information:

  • Your Guild Wars 2 purchase Order ID provided in the receipt of the purchase (if available).
  • The e-mail address you used when making the purchase. (if available).

  • Your billing zip code or postal code.

  • If the payment was attempted by credit/debit card, please provide ONLY the last 4 digits of the credit/debit card used.

  • If the payment was attempted using PayPal®, the invoice ID or transaction ID from your PayPal® payment history for the transaction.

Note: If you have used the purchased gems, you may not be eligible for a refund.

Pre-Order


If you pre-ordered a Guild Wars 2 expansion from http://buy.guildwars2.com and would like a refund, please submit a request to our Support team and provide the following information:

  • Your Guild Wars 2 purchase Order ID provided in the receipt of the purchase (if available).
  • The e-mail address you used when making the purchase. (if available).

  • Your billing zip code or postal code.

  • If the payment was attempted by credit/debit card, please provide ONLY the last 4 digits of the credit/debit card used.

  • If the payment was attempted using PayPal®, the invoice ID or transaction ID from your PayPal® payment history for the transaction.

Key limits on refunds for Pre-Orders:

  • Payment processors and other financial institutions sometimes refuse to honor refund requests after a sufficient period has elapsed the initial transaction and the refund request. Depending on the length of time between pre-order and release, this may prevent refunds in some cases. If you have any questions or concerns regarding refund guidelines specific to your payment method, we recommend that you contact the financial institution associated with your preferred payment method for refund details before purchase.
  • Not all serial code pre-orders will be eligible for a refund. If you’re requesting a refund for a serial code which includes gems (e.g., End of Dragons: Ultimate Edition or Secrests of the Obscure: Ultimate Edition) and have used the associated gems, you may not be eligible for a refund.
  • You may not be eligible for a refund if you use an account upgrade included with a pre-order (e.g., If you redeem a level 80 boost).