Ashes of Creation refunds go through Intrepid Games' support system, not through your payment processor

Ashes of Creation is developed and published by Intrepid Games. If you purchased a package, cosmetics, or battle pass currency and want your money back, you contact Intrepid Games directly through their support portal — not your credit card company or payment platform. The company handles refund decisions themselves rather than routing through Steam, Epic Games, or other storefronts.

Refund timelines and what qualifies for a refund depend on what you bought and when. A cosmetic item purchased last week has different terms than a founder's package bought years ago. Intrepid Games publishes their refund policy on their website, and that policy is what determines whether your request will be approved.

The process itself is straightforward: you submit a request through their support system, provide details about what you purchased and why you want a refund, and wait for their team to review it. Most decisions come back within a few business days, though complex cases can take longer.

Key Takeaways

  • Submit refund requests directly to Intrepid Games through their official support portal, not to your bank or payment method.
  • What qualifies for a refund depends on the item type and purchase date — cosmetics, battle pass, and founder's packages have different policies.
  • You will need your account information and order details when you submit your request.
  • Refund decisions typically arrive within a few business days, and approved refunds return to your original payment method.

Where to submit your refund request

Intrepid Games operates a support portal at support.ashesofcreation.com. This is where you create a ticket for any account or purchase issue, including refund requests. You will need to log in with your Ashes of Creation account credentials or create a support account if you do not have one.

When you open a new ticket, select the category that matches your issue — usually "Account & Billing" or "Purchase Issues" — and then choose "Refund Request" from the subcategories. Fill in the form with your account name, the order number or transaction ID if you have it, and a clear description of what you purchased and why you want a refund.

Do not contact the company through social media, Discord, or email addresses you find online. The official support portal is the only channel that creates a tracked ticket and ensures your request reaches the right team.

What Intrepid Games will ask you to provide

When you submit a refund request, have the following information ready: your account name, the email address associated with your account, and the date you made the purchase. If you have the order confirmation email or transaction ID from your payment processor, include that too — it speeds up the search.

You should also be clear about what you purchased. "I want a refund" is less useful than "I purchased the Founder's Package on March 15, 2023, for $99.99" or "I bought 5,000 Gleamium on January 10, 2024." The more specific you are, the faster the support team can locate your transaction.

If your reason for the refund is a technical issue — the item did not appear in your inventory, a purchase went through twice, or something similar — describe exactly what happened and when you first noticed the problem. Screenshots can help, though they are not always necessary.

Refund policy for different purchase types

Ashes of Creation distinguishes between different kinds of purchases, and each has its own refund window and conditions. Cosmetic items, battle pass purchases, and founder's packages are treated differently because they represent different commitments to the game.

Cosmetics and battle pass currency typically have a refund window measured in days from purchase — often 14 to 30 days depending on the item. Once that window closes, the company generally does not refund cosmetic purchases because you have had access to use them. If you purchased something and when ready regretted it, request a refund quickly.

Founder's packages and early access bundles have their own terms, which Intrepid Games publishes at the time of sale. Some founder packages are non-refundable by design because they include permanent in-game benefits or early access that cannot be reversed. Check the original purchase page or your confirmation email to see what terms applied when you bought it.

If you are unsure whether your purchase falls within a refund window or qualifies under the policy, ask in your support ticket. The team will tell you whether a refund is possible before they make a decision.

What happens after you submit your request

Once you submit your ticket, Intrepid Games' support team reviews it against their refund policy. They will verify that the purchase exists on your account, check the purchase date against the refund window, and confirm that the item type qualifies. This usually takes two to five business days.

You will receive an email update on your support ticket with their decision. If approved, the email will confirm the refund amount and explain when the money will return to your original payment method. If denied, they will explain why the request does not meet their refund criteria.

Refunds to credit cards typically appear within 5 to 10 business days after approval, though your bank may take additional time to post the credit. Refunds to digital wallets like PayPal or Apple Pay sometimes appear faster. If more than two weeks pass and you do not see the refund, follow up on your support ticket.

If your refund request is denied

Denials usually happen because the purchase is outside the refund window, the item type is explicitly non-refundable, or the policy in effect at the time of purchase did not allow refunds for that category. The support team will explain which of these applies to your situation.

If you believe the denial is a mistake — for example, you have evidence that you are still within the refund window, or the purchase was made in error — reply to the denial email with additional information. Include dates, screenshots, or other details that support your case. The team will review it again.

If the denial stands and you paid by credit card, you can also contact your card issuer to dispute the charge. This is a separate process from Intrepid Games' refund system. Your bank will investigate the dispute, but be aware that disputing a charge after the company has reviewed your request may affect your account standing with Intrepid Games.

Refunds for purchases made through third-party platforms

If you bought Ashes of Creation currency or items through Steam, Epic Games, or another platform, the refund process depends on where you made the purchase. Steam has its own refund policy (generally 14 days and under two hours of playtime). Epic Games has similar terms. Those platforms handle the refund, not Intrepid Games directly.

If you bought through a third-party platform and want a refund, start with that platform's support system first. Steam's refund portal is built into your account; Epic Games has a support site at www.epicgames.com/help. If the platform denies your request, you can then contact Intrepid Games to explain the situation, though they may not be able to override the platform's decision.

The exception is if you purchased directly from Intrepid Games' website or in-game store using a credit card or PayPal. Those purchases go through Intrepid Games' system and should be refunded through their support portal.

Frequently Asked Questions

How long do I have to request a refund after I buy something?

The refund window varies by item type. Cosmetics and battle pass purchases usually have a 14 to 30-day window from the purchase date. Founder's packages and early access bundles may have different terms or may not be refundable at all. Check your confirmation email or the item's original purchase page for the specific window that applied to your purchase.

Will I get my money back if I spent the currency or used the cosmetic?

If you spent Gleamium (the premium currency) on other items, or if you actively used a cosmetic in-game, most refund requests will be denied. Refunds are typically for unused purchases or accidental duplicates. Using the item usually disqualifies you from a refund.

What if I bought a founder's package and now want out?

Founder's packages are often non-refundable because they include permanent benefits and early access that cannot be reversed once granted. Check your original purchase confirmation to see what the terms were. If it says non-refundable, Intrepid Games will likely deny the request, but you can still submit one and ask them to review it.

How do I know if my refund actually went through?

After approval, you will receive an email confirmation with the refund amount and an estimated timeline. Check your support ticket for that email. The refund then appears in your bank account or digital wallet within 5 to 10 business days. If you do not see it after two weeks, reply to your support ticket with the approval email and ask for a status update.

Can I dispute the charge with my bank if Intrepid Games says no?

Yes, you can file a dispute with your credit card company or bank after Intrepid Games denies your request. However, disputing a charge after the company has reviewed and rejected your refund request may result in account restrictions or bans. Use this option only if you believe the denial was genuinely unfair or if the company is unresponsive.