Here's what can and can't be refunded on BOXED, the time window, and how to request one.
TL;DR
Eligible purchases can be refunded within 30 days — technical failures, billing errors or double-charges, verified unauthorized charges, and fulfillment failures. Revealed/opened items, mystery and randomized outcomes, shipping fees, items damaged after delivery, and promo-credit purchases can't be refunded. To request one, contact support with your order/transaction details and the reason. A negative gem balance ("Jail") is fixed by buying gems to bring your balance back to zero or above.
The refund window
Eligible purchases can be requested within 30 days.
What can be refunded
Technical failures — you were charged but the product didn't work.
Billing errors or double-charges.
Verified unauthorized charges.
Fulfillment failures — e.g., an order lost in transit or materially different from what was ordered.
What can't be refunded
Not refundable | Why |
Revealed / opened digital items | Once revealed, the purchase is final |
Mystery box & randomized outcomes | You bought the chance to receive an item, not a specific item |
Shipping fees | Non-refundable unless the shipping error was ours |
Items damaged after delivery | Our responsibility ends at delivery |
Purchases made with promotional credits | No cash refund on promo-credit purchases |
How to request a refund
Contact support with the order/transaction details and the reason. We'll check it against the policy above and let you know.
Why is my gem balance negative? ("Jail")
A negative balance is usually the result of a reversed transaction — for example a reversed offer/mission credit, or a payment dispute. While your balance is negative you can still log in and manage your account, but you can't spend gems. To restore your account, purchase gems to bring your balance back to zero or above.
Common questions
Can I get a refund because I didn't like my pull?
No — box and mystery outcomes are final.
How long do I have to request a refund?
30 days.
My balance is negative — how do I fix it?
Buy gems to bring it back to zero or above; then you can spend again.