Purchases and refunds
Our standard refund policy covers purchases that are both within 14 days of purchase and unused. Free fitting and previews do not count as use.
Standard refund eligibility
You may request a standard refund within 14 days of purchase if the purchase is unused. Both conditions must be met. Check the purchase date, use status and refund deadline for that purchase in your history.
What counts as use?
Free fitting and previews do not count as use. Before you save and equip a purchased appearance or use a consumable or Rename Ticket, we ask you to confirm its first use. Completing that action records the purchase as used, ending eligibility for our standard unused-purchase refund.
How to request a refund
Open purchase history in your account and select an eligible purchase. Check the amount to be returned and the items to be removed before confirming. Contact us if the payment or use record cannot be verified, or if you need help when no refund button is available.
Processing and completion
Shard purchases are returned to your Shard balance; cash payments go back to the original payment method. A processing or pending Stripe refund is not complete. Check purchase history for completion. Posting times vary by payment method and financial institution. Do not submit the same refund repeatedly while it is processing. Contact us if it fails, is canceled or remains pending.
Shard compensation for retired products
Shard compensation for retired products is separate from standard refunds and is not limited by purchase age or use. Check purchase history for the compensation record and Shards granted. The same purchase is not compensated twice.
Used items, support contributions and other remedies
Used consumables, used Rename Tickets and support contributions are excluded from automatic refunds. Payment errors, product defects and mandatory legal withdrawal or refund remedies are reviewed separately. The standard conditions on this page do not limit those rights. Contact us below with the purchase and a description of the issue.