FAQ: Heart of Thorns Refund Eligibility

Am I eligible to receive a refund or gem compensation?

 If you purchased Heart of Thorns or a Heart of Thorns/Path of Fire bundle from the Guild Wars 2 Store or within the game between July 31, 2019 12:00AM PST and August 30, 2019 11:59PM PST, you are eligible to receive a monetary refund or gem compensation.  

 If you purchased Heart of Thorns or a Heart of Thorns/Path of Fire bundle from the Guild Wars 2 Store or within the game between July 1, 2019 12:00AM PST-July 30, 2019 11:59PM PST, you are eligible to receive gem compensation.

 Refund and gem compensation amounts are specified below.

How do I receive my refund or gem compensation?

 If you are eligible for a refund or gem compensation, please submit a ticket here so that our Support Team can take care of you. Please be aware that all refund and/or gem compensation requests must be submitted via ticket by October 31, 2019 11:59PM PST.

I bought Heart of Thorns from a local retailer or third-party vendor. Can I get a refund or gem compensation?

 No, refunds and gem compensation are only offered to players who purchased directly from the Guild Wars 2 site or in the game.

How long do I have to request a refund or gem compensation?

 All eligible refund and gem compensation requests must be submitted via ticket by October 31, 2019 11:59PM PST.

What if I used a nonrefundable European payment method like PaySafeCard? Can I still get a refund?

 If you made a purchase with a nonrefundable payment method, we can only offer gem compensation. If eligible, please contact Support here so that you may receive the gem compensation.

I no longer have the credit/debit card or the payment method I used to purchase Heart of Thorns. What can I do?

 In most cases, when a financial institution replaces the card, refunds will still be routed to the account associated with the original card. If you are unsure about whether you’ll receive a processed refund and would prefer a refund over gems, please contact your card issuer/financial institution for details. Please remember, all eligible refund and gem compensation requests must be submitted via ticket by October 31, 2019 11:59PM PST.

What are the refund amounts? 

Product

USD*

GBP*

EUR*

RUB*

Heart of Thorns Standard

$29.99

£25.99

€29.99

1,999.99₽

Heart of Thorns / Path of Fire Standard Bundle

$20.00

£17.00

€20.00

1,300.00₽

Heart of Thorns / Path of Fire Deluxe Bundle

$20.00

£17.00

€20.00

1,300.00₽

Heart of Thorns / Path of Fire Ultimate Bundle

$20.00

£17.00

€20.00

1,300.00₽

What are the gem compensation amounts? 

Product

Gems

Heart of Thorns Standard

2,400

Heart of Thorns / Path of Fire Standard Bundle

1,600

Heart of Thorns / Path of Fire Deluxe Bundle

1,600

Heart of Thorns / Path of Fire Ultimate Bundle

1,600

Will anything happen to my Guild Wars 2 account if I request a refund?

No, your account will remain as is. You will keep all the Heart of Thorns [and any other] content your account currently has.

What if I have multiple Heart of Thorns purchases that are eligible for a refund or gem compensation? Will I receive a refund/gem compensation for each purchase?

 Yes, each Heart of Thorns purchase you’ve made is eligible for a refund or gem compensation. If you have multiple purchases that are eligible, please submit a ticket and let us know that you have multiple transactions. Remember, only purchases made directly from the Guild Wars 2 site or in-game are eligible.

Will I receive anything else for previously purchasing Heart of Thorns?

Yes. If you purchased and activated Heart of Thorns before 12:01AM PST on August 30, 2019, we’ll send you a Heart of Thorns Veteran’s Package through the in-game mail system. It contains an exclusive Mordrem Glider, the exclusive “Vanguard” title, and a Heart of Thorns Veteran’s Armor Voucher you can use to select one of sixteen Gem Store armor skins. Please allow up to 72 hours from the announcement for delivery.

I already own Path of Fire. Will I receive Heart of Thorns since it’s now included with Path of Fire?

Yes. If you already own Path of Fire but didn’t purchase Heart of Thorns, both expansions will be available on your account within 24 hours of the announcement.