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Submit a request

# Refunds FAQ

Created by: Roberts Space Industries

- March 14, 2024 13:09
- Updated

If you made an incorrect purchase or need help with a refund, read over these Frequently Asked Questions (FAQs)! If you have questions beyond these FAQs, please let us know by entering a ticket.

We are able refund pledges up to 30 days after the order was made. Anything outside of this time frame is no longer refundable.

## How do I ask for a refund?

Log into your RSI account linked to the order in question within 30 days of the pledge to submit a ticket to our team using the Submit Request button in the top right corner of this website.

Note: We are unable to refund physical merchandise or items that are no longer present on your account.

Please add the following information (found on the order confirmation email):

- Order ID
- Amount
- Item(s) in the order

### Where can I find my order number?

You can find this in your RSI Account information on the website. Use these steps:

- Go to the RSI Website.
- Login to your account.
- Click on Account in the upper right.
- Go to Settings.
- Click into Billing and Subscriptions.

Alternately, if you are already logged in, you can click this link here.

Once you are in the billing information area, scroll down to see your orders. You can find the Order ID located with the specific order entry.

## How will I receive my refund?

The refund will be reversed back to the original payment method used to place the order. We cannot change the payment account that was used to redirect the funds to somewhere else. Please note that the refund process may take several days or weeks to appear back on your account balance.

Should the refund not be credited to your payment account within 30 days, contact your payment provider for assistance.

If the card or account where the payment was made is no longer active, please contact your bank for the next steps to take after a refund.

## Refund an Unwanted Subscription

A pre-paid subscription pass that was purchased using store credit cannot be refunded.

We can indeed refund a non-credit subscription if you contact us within 30 days of the purchase and the subscription has not been used in any way. A "used subscription" includes such things as redeeming a subscription discount coupon or using the subscription to gain access to the Public Test Universe (PTU).

You will first need to cancel the subscription, then submit a support ticket to us.

The subscriber rewards, benefits, and flair for the refunded subscription will then be removed.

### I've sent a pledge to my friend, but they no longer use it. Can I get a refund?

A gift to a friend is intended to be just that: a gift. What they do with it and how often (or not) they use it is up to them. Pledges that have been gifted away from your account no longer belong to you and thus are not eligible for a refund.

For this reason, be certain that you are okay with losing access to any ships or items you give to a friend, as it is a permanent decision.

### I no longer like my ship! Can I get a refund?

If your order is within the 30-day grace period, CIG can provide a full refund.

Should you be outside of the 30 days, you still have options! You can reclaim the pledge for Store Credit, then use that credit to make a different purchase from our store.

### I bought a pledge with store credit. May I have a refund on it?

If you wish to recover the value from a pledge that was purchased with store credit, you can reclaim it to recover the funds.

### I have store credit on my account. Can I “cash out”?

No, store credit cannot be refunded.

### Can I receive a partial refund on an order?

You can receive a partial refund on an order if you are requesting a refund for a specific item from said order. For example, on an order of a starter game package plus two additional, separate stand alone ships, a refund can be requested for either of the stand alone ships or the starter package.

You may not receive partial refunds of pledge rewards received as a single combined package, such as game packages or combination Virtual Goods packages. An example here is pledge for a package of a number of separate paints, we cannot refund a single paint from this package. We must refund the entire thing.

Please be certain to clarify exactly which items are in need of a refund so that we don't accidentally refund anything you wanted to keep.

If the order was made using both store credit and cash, the cash portion will be refunded to the normal payment method first.

### I no longer wish to refund my order. Can I cancel my request?

If your refund ticket is still open and we haven't completed the refund yet, yes you can ask to cancel the request! Replying to the open ticket is the best way to ensure that it is seen as a new ticket may be missed if we are very busy.

If the refund has already been processed, then it cannot be cancelled. Once the funds have returned to you, the pledge can be purchased again, if it is still available.

### I've refunded a pledge item from my buy back log. Will it be added back?

As refunded pledge items are permanently removed from your account, regardless of their state, it will not be placed back into your buy back log.

If you wish to keep something in your buy back list just in case, you can reclaim the pledge for store credit instead of refunding it.

### Related articles

- Loaner Ship Matrix
- Reclaim a Pledge
- Star Citizen Alpha 4.0.2 Known Issues
- Manage and Cancel Subscriptions
- Character Repair