Refunds, replacements and why a chargeback works against you
What the published refund policy says and what it does not cover. Why a bank dispute is the worst first step, the right order to escalate in, and the questions the terms leave open.
Short answer
The terms allow a refund within 24 hours of purchase if the product fails to function on your setup and support cannot resolve it. Request it in a Discord ticket with your order ID; change of mind and successfully activated products are not refundable.
On this page8
What the refund policy says
The terms page is the authority, and its refund policy is short enough to read in full. Refunds are available within 24 hours of purchase if the product fails to function on your setup and the support team cannot resolve the issue. Refund requests must be submitted via Discord ticket with your order ID. There are no refunds for change of mind or for successfully activated products. Subscription products may receive partial refunds for unused time at the store's discretion. No guide extends that policy, and if a guide and the terms page ever disagree, the terms page wins.
Which situations the refund policy covers
Some situations are refundable, some are not, and some are not mentioned in the terms at all. A gap in the terms is not a loophole to exploit but a question to ask in a ticket before you pay.
| Situation | What the published terms say | Where to look |
|---|---|---|
| The product does not function on your setup and support cannot fix it | Refundable within 24 hours of purchase, via Discord ticket with the order ID | Terms, Refund Policy |
| You changed your mind | Not refundable | Terms, Refund Policy |
| The product activated successfully and you want out | Not refundable | Terms, Refund Policy |
| A subscription product with unused time left | A partial refund is possible at the store's discretion. It is not an entitlement | Terms, Refund Policy |
| Your game account was banned | Not listed as a refund case. The terms disclaim responsibility for bans and state that support cannot help a banned account | Terms, Usage Terms and Limitation of Liability |
| A build is offline after a game patch | The terms contain no downtime-compensation rule. Some tiers print their own patch commitments instead | Your product page, then Terms |
| A hardware order or bundle arrived wrong or damaged | Not covered by a published returns window. Physical orders remain subject to the configuration in the order confirmation | Terms, Digital and Physical Goods; then a ticket |
People argue most about the third row onward. Where the published terms are silent, each case is decided individually, and a ticket with the order reference gets a decision faster than a dispute.
How to escalate a problem, in order
Each step is cheaper and faster than the one after it, and skipping to the last one closes the earlier ones permanently.
- Check the order state on Track, so you do not report a delivery problem that is really just the build window
- Read the status row and the Downloads badge for the exact build, so you do not report a detected build as a broken one
- Open one Discord ticket and put the order reference in the first message
- Give support what it needs to reproduce the failure: the error text, what you tried, and your hardware and Windows state
- Let support attempt a fix or a replacement, because the refund policy only applies if support cannot resolve the issue
- If a refund is due under the published policy, ask for it in that same ticket within 24 hours of purchase
- If the ticket stalls, escalate inside it rather than opening a second ticket or a dispute in parallel
Warning
Why is a chargeback a bad first move?
A bank or PayPal dispute is not the store's refund process, and it is not faster. It carries none of the information a decision needs. There is no order reference, no error log, and no record of which board you have or what support has already tried. It also freezes the payment, which is the same payment the team would need to refund or replace your order. So the one outcome you wanted becomes the one outcome nobody can deliver. Under the terms, account rules and payment disputes sit on the store's side of the relationship. Support cannot keep working a case whose payment is contested. You also knowingly give up the conditional route, because the published refund policy runs through a ticket. A dispute replaces a route that might have worked with one that mostly ends the conversation.
Is a replacement the same as a refund?
For custom firmware, the remedy the tiers list is replacement, not cash. The tiers carry their own warranty periods, from a number of months of free replacement on the lower tiers to lifetime replacement on the top ones. The highest tier also lists a queue position. A replacement means the build is redone for your board, and that remedy exists whether or not the 24-hour refund window has passed. Check your tier on its product page before you ask. Asking for a refund when your tier gives you a rebuild uses up time you need for either one.
What to include in a refund ticket
A ticket with these seven details gets a decision, while a ticket that only says it does not work gets a follow-up question.
- The order reference, in the first message rather than the fourth
- What you bought, including the exact variant or firmware tier
- The exact failure, with the error text copied rather than described
- What the status row for that build said when you tried
- What you already tried, and what changed when you tried it
- Your setup: board model and revision, second PC, Windows build
- Whether you are asking for a fix, a replacement or a refund, and why
Info
What the terms don't cover
Three questions come up constantly that the published terms do not answer. How is the store's discretion on a partial subscription refund applied? Can a physical item be returned, and within what window? Is downtime ever compensated? None of these has a published rule, and a made-up rule read as policy would be worse than an admitted gap. The authoritative documents are the terms page, which carries its own last-updated date, and the product page you bought from. For a written answer on your specific case, ask in a ticket before you buy.
Common refund questions
How long do I have to ask for a refund?
Refunds are available within 24 hours of purchase, but only where the product fails to function on your setup and support cannot resolve it. The request has to go through a Discord ticket with the order ID.
I bought the wrong variant. Can I swap it?
The terms do not publish an exchange rule, and change of mind is explicitly not refundable. Open a ticket with the order reference and ask, but treat the answer as a case-by-case decision rather than an entitlement.
My account got banned. Is that refundable?
A ban is not listed as a refund case, and the terms both disclaim responsibility for bans and state that support cannot assist a banned account. No product here is sold as ban-proof, and none can be.
Can I get a refund in crypto if I paid in crypto?
The terms set out the conditions for a refund but not how it is paid. Raise the method in the same ticket as your request, and get it confirmed there rather than assuming it.
Support went quiet. Is a dispute reasonable now?
First escalate inside the existing ticket, with the order reference and a timeline of what has happened. A dispute freezes the payment and ends the support route, so it is the last option, not the second.
Sources
No outside sources are used. It quotes the store's own published refund policy and describes its own ticket and escalation process.
Read next
Still stuck? Open a ticket on Discord
All guides