If you made an incorrect purchase or need help with a refund, read over these FAQs! If you have questions beyond these FAQs, please let us know by entering a ticket.
How do I ask for a refund?
Enter a ticket from the email address for your RSI account used when entering the order. Provide as much information as possible for the refund request you can find from the original order confirmation email:
- Order ID
- Amount for the order
- Payment method type and possibly the last 4 digits (Visa, Mastercard, Amazon account, PayPal account) - Never send in the full credit or bank card number.
- Items in the order
I ordered the wrong pledge! Can I get a refund for an order?
Sometimes you may have bought the wrong ship or item and realized minutes later or perhaps the next day. CIG does provide a full refund for orders if you contact us within 30 days of purchase. These single order refunds are called reversals.
Can I get a partial refund of a ship from an order?
We do not support or provide partial refunds for specific orders on an account or breaking apart orders and pledges. Once you made an order, we generate and attribute those assets as pledges to your account. We do provide a refund reversal for refund requests within 30 days of original order.
We cannot provide the following refunds:
- Individual orders older than 30 days
- Partial orders
- Individual assets in a pledge
Another option you have is reclaiming the order and pledge for Store Credit. This will melt the entire pledge and order, including all ships and game packages included. You can apply those credits to acquire different ships.
Can I get a reversal for my subscription?
We can provide a full refund for a subscription if you contact us within 30 days of purchase. When refunded, we cancel the Subscription and remove all subscriber rewards, benefits, and flair. We will send your refund request to the team to process. They will review each order, issue the refund, and respond with the total amount.
Can I get full refund and close my account?
As the pledges on this account are outside of the standard refund timeframe (Terms of Service, Section VII, Fundraising & Pledges), RSI has applied your pledges to the development cost of the Game in accordance with the Terms of Service to which you agreed. As such, you are no longer entitled to a refund. These terms are consistent with the nature of crowdfunding as the money raised is used to fund the development of the Game, which has proceeded unabated with content delivered on a regular basis to backers.
While it is unlikely we will grant this request, we do consider each refund request on a case-by-case basis and will work with you to find the best solution. Considering the age and complex nature of pledges, we will require at least several weeks to properly review any refund requests.
How will I receive my refunds?
The refund will be issued to the original payment method on file. It should be reflected on your billing statement within 7 to 14 business days.
We can provide a confirmation number upon request. This can help locate the refund with your financial institution should the need arise.