You can request a refund or get assistance with your Alderon Games Pty. Ltd. purchases on our website. You may request a refund for nearly any purchase from Alderon Games Pty. Ltd. as listed in the sections below. To request a refund, contact us through our help site (https://support.alderongames.com/en).
Some acceptable reasons for refunding:
You will be issued a full refund of your purchase within seven business days of approval. You will receive the refund through the same payment method you used to make the purchase. Some payment methods available through Alderon Games Pty. Ltd. in your country may not support refunding a purchase back to the original payment method. Please ensure refunding is supported with your payment method before making a purchase with Alderon Games Pty. Ltd.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality.
Under the Consumer Goods Act 1993 (CGA), you are entitled to a replacement or refund for a failure of substantial character and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality or fail to comply with another guarantee in the CGA.
All European Union customers have a right of withdrawal from certain transactions under the terms of the EU Right of Withdrawal.
All United Kingdom customers have a right to refund goods from the Alderon Games Store. The Consumer Contracts Regulations 2013 states you have a 14 day right to change your mind and get a full refund on your digital content. You do not have this right to cancel once a download has started provided you have been told this and have acknowledged this. The Consumer Rights Act 2015 states digital content must be as described, fit for purpose, and of satisfactory quality. If your digital content is faulty, you're entitled to a repair or a replacement. If the fault can’t be fixed, or if it hasn’t been fixed within a reasonable time and without significant inconvenience, you can get some, or all of your money back. If you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation.
Refund policies differ depending on the type of good that was purchased as listed in the sections below.
Alderon Games Pty. Ltd. offers game refunds within two weeks of purchase and with less than two hours of playtime.
We do not issue refunds on cosmetic item purchases if you have simply changed your mind. These include, but are not limited to, skins, models, and any other kind of cosmetic items that can be displayed in-game.
We do not issue refunds on charitable fundraising items if you have simply changed your mind. These include, but are not limited to, charity skins, models, and any other kind of cosmetic items that can be displayed in-game.
If you have been publisher banned or banned from any of our games, you may not refund that game if you live outside Australia, European Union, United Kingdom, or New Zealand.
Unredeemed codes may be refunded within our standard two week refund period. Redeemed gifts may be refunded under the same conditions if the gift recipient initiates the refund. Funds used to purchase the gift will be returned to the original purchaser.
Please refer to the Indiegogo Refund Policy for more information about refunds regarding Indiegogo: https://support.indiegogo.com/hc/en-us/articles/526876-Refunds-Can-I-get-my-money-back-
Alderon Games cannot provide refunds for purchases made outside of the Alderon Games Store. This includes third parties and other game sale websites.
Refunds are designed to empower customers and to remove the risk of purchasing products from Alderon Games- not as a way to receive free games. If it appears that a customer is abusing the refund system we may stop offering our goods to that particular customer.