Heirlooms cannot be refunded once you've opened them, but there are limited exceptions if something went wrong with your purchase
An Heirloom in Apex Legends is a rare cosmetic weapon skin that you unlock through Apex Packs or direct purchase. Once you've claimed it to your account, Respawn Entertainment's standard policy does not allow refunds. However, if you bought it by mistake — charged to the wrong payment method, purchased during an unauthorized account access, or hit with a technical error — you may have grounds to request a one-time reversal.
The key distinction is between buyer's remorse and a genuine transaction problem. Respawn treats these very differently. If you spent money intentionally and now regret it, a refund is unlikely. If something went wrong on their end or yours — a duplicate charge, a compromised account, a glitched purchase — support may help.
Key Takeaways
- Heirlooms are non-refundable once claimed to your account under normal circumstances, even if you change your mind.
- Refunds may be possible if you purchased by mistake, were charged twice, or your account was accessed without permission.
- You must contact Respawn Entertainment's support team directly through their official website to request any refund review.
- Respawn may offer a one-time refund courtesy, but this is not may provide and depends on your account history and the reason for the request.
When Respawn might reverse an Heirloom purchase
Respawn's support team will review refund requests if the purchase itself was problematic rather than a change of mind. This includes accidental purchases — tapping the buy button twice, misreading the price, or a child making the purchase on a parent's account. It also covers unauthorized transactions, where someone else accessed your account and spent your money.
Technical errors can also may have access to: if the game charged you but never delivered the Heirloom, or charged you multiple times for a single purchase, support should investigate. Keep any screenshots or transaction records that show the problem — your payment confirmation email, your account transaction history, or a screenshot of the duplicate charge.
Even when one of these situations applies, Respawn does not may provide a refund. They may offer a one-time courtesy reversal, especially if your account is relatively new or you have no history of refund requests. Repeat requests are less likely to succeed.
How to request a refund through Respawn support
Go to the official Respawn Entertainment support website at support.respawn.com. Do not use third-party sites or contact random email addresses claiming to be Respawn — scammers often impersonate support to steal account credentials.
Click "Submit a Request" and select the category that matches your issue. For Heirloom refunds, choose "Billing & Payments" or "Account & Access" depending on whether the problem was a charge error or unauthorized purchase. Describe what happened clearly: the date you purchased, the Heirloom name, the amount charged, and why you believe a refund is warranted.
Attach any evidence: your transaction confirmation, a screenshot of your purchase history, proof of a duplicate charge from your bank or payment method, or a screenshot showing the Heirloom was never delivered. The more specific you are, the faster support can review your case.
What happens after you submit a request
Respawn support will respond within a few business days, though during high-volume periods it may take longer. They will ask follow-up questions if they need more information — for example, if you claim unauthorized access, they may ask you to confirm your account details or change your password as a security step.
If they approve the refund, the money goes back to your original payment method. If you paid with a credit or debit card, it appears as a credit on your next statement. If you used a digital wallet like PayPal or a gift card, the refund returns to that account. The timeline varies by payment method — bank refunds can take 3 to 5 business days, while digital wallets sometimes process faster.
If Respawn denies the request, they will explain why. You can reply to ask them to reconsider, but a second denial is usually final. Do not open multiple support tickets for the same issue — this can actually hurt your case by making it look like you are trying to game the system.
Refunds through your payment provider if Respawn declines
If Respawn refuses and you believe the charge was genuinely unauthorized or fraudulent, you can dispute it with your bank or payment provider. This is called a chargeback if you used a credit or debit card, or a dispute if you used PayPal, Apple Pay, or another digital service.
Contact your bank or payment provider directly and explain that you did not authorize the charge or that the merchant (Respawn) refused to refund it despite a legitimate error. Provide your transaction confirmation and any communication with Respawn support. Your bank will investigate and may reverse the charge on your behalf.
Be aware that disputing a charge can result in your Apex Legends account being flagged or suspended by Respawn, since they see the chargeback as a payment failure. Use this route only if you genuinely believe the purchase was unauthorized or if Respawn's support has clearly failed to help with a legitimate problem.
Why Respawn doesn't refund most cosmetics
Heirlooms and other cosmetics are treated as final sales because they are digital goods that cannot be resold or returned like physical items. Once you claim an Heirloom, it is permanently attached to your account. Respawn cannot remove it and resell it to someone else, so they do not refund purchases the way a store would refund a returned shirt.
This policy also prevents abuse: if refunds were straightforward, players could buy expensive cosmetics, use them for a few weeks, and ask for their money back. Respawn's approach — no refunds except for genuine errors — protects them from this kind of fraud while still allowing support to help when something actually went wrong.
Frequently Asked Questions
Can I refund an Heirloom if I just don't like how it looks?
No. Buyer's remorse is not a reason Respawn refunds cosmetics. If you purchased it intentionally and now regret the choice, that is considered a final sale. You can preview Heirlooms in the store before buying, so take time to look at them in-game first.
What if I bought the Heirloom with Apex Coins I purchased with real money?
The refund process is the same. If Respawn approves, they refund the Apex Coins to your account as a credit, or they may refund the original payment method you used to buy the coins. Either way, you get the money back — it does not stay locked in Apex Coins.
How many times can I request a refund?
Respawn may offer a one-time courtesy refund, especially if your account is new. Multiple refund requests, particularly for buyer's remorse, will likely be denied. Treat a refund request as a serious step, not something to try repeatedly.
Can I get a refund if my account was hacked and someone else bought the Heirloom?
Yes, this is one of the strongest reasons for a refund. Contact Respawn support when ready, explain that your account was compromised, and provide any evidence — unusual login locations, unfamiliar purchases, or a changed password. find your account by changing your password and enabling two-factor authentication.
What if Respawn's website says my purchase went through but I never got the Heirloom?
This is a technical error and worth reporting. Submit a support request with your transaction confirmation and a screenshot of your inventory showing the Heirloom is missing. Respawn should either deliver the item or refund the charge.