Ashes of Creation refunds depend on when you paid and what you paid for
Ashes of Creation is a multiplayer online game still in development by Intrepid Studios. The studio's refund policy covers purchases made through their official store, but the terms shift based on whether you bought cosmetics, battle pass access, or founder packages. Most refunds process within 5 to 10 business days if you meet the conditions, but some purchases—particularly cosmetics—have stricter limits or no refund option at all.
The game itself is free to play once it launches, so you are not paying for the base game. What you may have paid for is optional content: cosmetic items (skins, mounts, pets), battle pass seasons, founder's packs bought during early access, or in-game currency. Each category has its own refund window and rules.
Key Takeaways
- Cosmetic purchases typically cannot be refunded once applied to your account, but unopened or unused cosmetics may be refundable within 30 days of purchase.
- Battle pass purchases can usually be refunded if you have not earned rewards from that pass, but the window is often 14 days or less.
- Founder's packs and early access bundles have their own refund terms that depend on the specific pack tier and when you bought it.
- Refund requests go through Intrepid Studios' support portal, not through your payment method or a third-party processor.
- If your refund is denied, the reason is usually that the purchase falls outside the refund window or the item has already been used or applied.
How to request a refund through Intrepid Studios
Start by logging into the Ashes of Creation support portal at support.ashesofcreation.com. You will need your account credentials. From there, select "Submit a Ticket" and choose the category "Billing & Payments" or "Refund Request," depending on what the menu offers.
In your ticket, include the date of purchase, the item or package name, the amount charged, and your reason for the refund request. Be specific: if you bought a cosmetic by mistake, say so. If you bought a battle pass and realized you would not use it, explain that. Intrepid's support team uses this information to determine whether your purchase falls within the refund window and whether the item qualifies.
Expect a response within 3 to 5 business days. If approved, the refund is processed to your original payment method—the card you used, your PayPal account, or whatever you charged it to. The refund itself may take another 5 to 10 business days to appear, depending on your bank or payment processor.
Cosmetics and skins: the strictest refund rules
Cosmetic items—character skins, mounts, pets, emotes, and other visual-only purchases—are the hardest to get refunded. Once you apply a cosmetic to your character or account, it is almost never refundable. The reason is that you have received the benefit of the purchase immediately.
If you bought a cosmetic but have not yet applied it or used it in any way, you may be able to return it within 30 days of purchase. This is not may provide; Intrepid reserves the right to deny cosmetic refunds even within the window if they determine the item has been used. When you submit your request, be clear that the cosmetic has not been equipped or applied to your account.
Some cosmetics are bundled with other items or come as part of a larger package. If that is the case, you may not be able to refund just the cosmetic—you might have to return the entire bundle, which means losing everything in it.
Battle pass refunds and seasonal purchases
Battle passes are seasonal and time-limited, which affects refund may be able to access. If you bought a battle pass but have not earned any rewards from it yet, you can usually request a refund within 14 days of purchase. The logic is that you have not consumed the product.
Once you start earning rewards—even if you only complete one tier—the battle pass becomes non-refundable. Intrepid tracks your progress, so they will know if you have earned anything. If you are on the fence about a battle pass, do not start playing it until you are sure.
If a battle pass season ends before you finish it, you cannot get a refund for the unused portion. Seasons are time-bound, and Intrepid does not prorate refunds based on how much time was left.
Founder's packs and early access bundles
Founder's packs were sold during Ashes of Creation's early access phase and included various tiers—Bronze, Silver, Gold, and Platinum, with each tier offering different amounts of in-game currency, cosmetics, and other perks. These packs had their own refund window at the time of purchase, usually 30 days.
If you bought a founder's pack within the last 30 days and have not used the in-game currency or applied the cosmetics to your account, you may still be able to get a refund. However, if the pack is older than 30 days or you have already spent the currency or used the items, a refund is unlikely.
Early access bundles and limited-time offers follow similar rules: they are refundable within a set window (usually 14 to 30 days) if unused, and non-refundable after that or if you have consumed any part of the bundle.
What happens if your refund request is denied
Refund denials usually fall into a few categories. The most common is that your purchase is outside the refund window—you bought it more than 30 days ago, or the specific item type has a shorter window that has passed. The second is that you have already used or applied the item, which makes it non-refundable regardless of timing.
If your request is denied, Intrepid's support response will explain why. Read it carefully. If you believe the denial is a mistake—for example, if you think you are still within the window—you can reply to the same ticket and provide additional information or documentation, such as a screenshot of your purchase confirmation email showing the date.
If the denial stands and you paid by credit card or PayPal, you have the option to dispute the charge with your payment processor. This is a last resort and can result in your Ashes of Creation account being flagged or suspended, so use it only if you believe Intrepid made a clear error.
Refunds for in-game currency and store credits
In-game currency—often called Gleamstones or similar—is usually non-refundable once purchased. The reason is the same as with cosmetics: you have received the benefit immediately. However, if you bought currency by mistake or were charged twice, contact support with proof and they may make an exception.
Store credits or gift cards purchased for Ashes of Creation are also typically non-refundable. If you received a gift card as a gift and do not want it, you would need to contact the person who gave it to you, not Intrepid.
Frequently Asked Questions
Can I get a refund if the game shuts down or goes offline?
Ashes of Creation is still in development, so the risk of shutdown exists. Intrepid's terms of service do not may provide refunds in the event of a shutdown. If the game does close, your best option is to contact support and explain your situation, but there is no contractual obligation for them to refund you.
What if I bought something through a third-party seller or reseller?
If you bought Ashes of Creation currency or items from someone other than Intrepid's official store, Intrepid cannot process a refund. You would need to contact the seller or reseller directly. Be cautious with third-party sellers, as they may not honor refunds.
Do I need a receipt to request a refund?
You do not need to attach a receipt to your support ticket, but having the purchase date and amount ready speeds up the process. If you have a confirmation email from Intrepid or your payment processor, include that information in your ticket.
How long does a refund take once it is approved?
Approval takes 3 to 5 business days. Once approved, the refund goes to your original payment method and typically appears within 5 to 10 business days, though banks and payment processors sometimes take longer.
Can I refund part of a bundle or do I have to return the whole thing?
Most bundles are all-or-nothing. If you want to refund a bundle, you refund the entire thing and lose access to all items in it. You cannot usually pick and choose which items to keep and which to return.