Returns & Cancellations

QUESTION:

Frequently asked questions about Ubisoft Store 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?
All orders of physical products through the Ubisoft Store may be returned within 30 days of the original purchase date. Afterward, we will not be able to accept your request for a return.

Returned items must be in original condition, including packaging, tags, booklets, and labels.

For clothing and accessories, all items need to be returned folded in their original condition; this means unwashed, unworn or unmodified in any way. Products outside of their original condition are ineligible for return and WILL NOT be refunded. 

For toys, games, and collectibles, items must be returned in the original packaging including all the assets. They need to be unused and unmodified (ex: plastic wrap closed for video games). 

A returned product cannot be exchanged. A refund can only be granted for products returned successfully and returned criteria met.

If you're inquiring about a return, please click here and provide the following:
- Photos of the front, back, and sides of the item (if applicable)
- Photos of the packaging (if applicable)


Products with downloadable content or that were on Final Sale are not eligible for returns or refunds (except in the case of a defective product).

*Please note, customer service reserves the right to apply a restocking fee if the item is received incomplete or in bad condition.

Exceptions: All sales on PC digital content are final. Video games, computer games, and merchandise may NOT be returned if opened, unsealed, washed, worn, or non-defective.


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 in to 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?
Orders cannot be canceled or altered once they are submitted. Please contact Customer Support for further assistance with canceling an order.

Please note: Physical pre-orders may be canceled up to 15 days before the official release date. Digital-only pre-orders may be canceled up until the official release date.


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.


For further information, please review our terms of sale: here


Associated Platforms

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