This article will cover some scenarios where the Customer Support Team may or may not be able to assist with in-game item restorations, reversals, or refunds. If you are looking to refund a purchase made with real money, please review our Refund Policy.
Note that the Customer Support Team reserves the right to review requests on a case-by-case basis. Some items cannot be restored, reversed, or refunded. Requests may also be denied if the item has been used, consumed, has contributed to account unlocks or achievements, or if you utilize the service too frequently. Reversals that involve random chance will also be denied.
You may be asked to Destroy certain items or remain offline while we process the request.
Legendary Items
Bind Item(s)
We’re unable to remove items that have been added to the Legendary Armory.
Missing/Lost
We will review the item; however, we cannot guarantee assistance.
Achievement-Related Items
We may restore items that were acquired from an Achievement if doing so does not provide additional benefits.
Crafting Materials
We may restore crafting materials depending on how they were lost. If basic rarity Tier 1 & Tier 2 crafting materials were destroyed, they will not be restored.
Destroyed Items
We may restore Destroyed items if you contact us within 72 Hours.
Salvaged Items
We may restore Salvaged items if you contact us within 72 Hours. You will be asked to Destroy the items you gained from the Salvage.
Overwritten Upgrades
We may restore Infusions that have been overwritten if you contact us within 72 Hours.
Vendor Refunds
We may refund vendor purchases if you contact us within 72 Hours. Your request may be denied if the item has already been used or contributed to an achievement. Similarly, refund requests for items sold to a vendor must be submitted within 72 hours.
Binding Reversals
We can reverse the Binding type for items that aren’t Legendary Weapons if you contact us within 72 Hours. We cannot assist if the item was purchased from the Trading Post. For the following items, you must contact us within 24 Hours for us to reverse their Binding type:
- Permanent Bank Access Contract
- Endless Reinforcing Contract
- Permanent Crafting Station Contract
- Permanent Black Lion Merchant Contract
- Permanent Hair Stylist Contract
- Permanent Trading Post Express Contract
- Endless Upgrade Extractor Contract
Trading Post Refunds
We will not refund any purchase involving the Trading Post. This includes listing fees and currency conversions.
Please include the following when you submit a support ticket:
- The item you purchased
- A wiki link of the item in question (if available)
- When you bought the item
- The currency type you spent
- The total amount you spent
- A detailed description of your situation