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 NCSOFT within the last 30 days, or for pre-orders made directly from NCSOFT 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).  

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: The refund process includes disabling any serial codes associated with the refunded transaction. If you wish to continue to play the Guild Wars 2 content on the same account after a refund is processed, you will need to purchase a new serial code. Not all serial code purchases will be eligible for a refund. If you’re requesting a refund for a serial code which includes gems (ie. Path of Fire or End of Dragons: Ultimate Edition) and have used the associated gems, you may not be eligible for a refund.

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) 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).