Returns & Cancellations

QUESTION:

Frequently Asked Questions about Returns & Cancellations

ANSWER:


What is your Refund Policy?
How do I request a Refund?
How do I cancel my Order?
When will a credit be posted to my Credit Card account?
When will I receive a refund to my PayPal account?


What is your Refund Policy?

Withdrawal right for change of mind  
 
You may return physical purchases for a full refund, free of charge, within 14 calendar days of receiving your purchase, providing that your product is in its original, unopened packaging and in new condition with all original contents and collateral.  Please note, Ubisoft customer service reserves the right to apply a restocking fee if the item is received incomplete or in bad condition. 
 
You have a withdrawal right regarding digital sales that entitles you to cancel your order for any reason within 14 calendar days from the day of the conclusion of the contract of sale. Such withdrawal right is no longer applicable once you have accepted the immediate performance of the contract by downloading the digital content (unless the product is faulty – in which case, see below).
 
Certain additional digital content which is immediately accessible in your Ubisoft account upon purchase cannot be returned if you change your mind.
 
Faulty products
 
Our products come with statutory guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.
 
To request a refund, you can submit a Refund Request ticket to the Ubisoft Store support team by clicking on this link.
 
PLEASE NOTE:  physical merchandise purchased online at the Australian Ubisoft Online Store may not be returned or exchanged at third-party retail stores.


How do I request a Refund?
To request a refund, you can submit a Refund Request ticket to the Ubisoft Store support team by clicking here.

Note: For the fastest service when submitting a ticket, please log into the same Uplay account which you used to make the original purchase.
When contacting Ubisoft Store support you will be asked for your order number, so please have your order number ready. If you do not know your order number, you can click here to look up your order.


How do I cancel my Order?
You can submit a request to cancel your order at any time. Please note that orders that have already been received by our processing center are unable to be canceled. 
For physical products, if your order cannot be canceled, you will get an email notification when the order is shipped. 


When will a credit be posted to my Credit Card account?
Your refund credit will appear in your account in 5 - 7 business days after your returned product has been received and processed by our warehouse.


When will I receive a refund to my PayPal account?
It can take up to 5 days for PayPal to release the funds back to your account.

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