This article covers what can and cannot be refunded on BOXED, how long you have to request a refund, and how to submit a request.
TL;DR
Refunds are available for technical failures, billing errors and double charges, verified unauthorized charges, and fulfillment failures. The time window depends on the type of request: 7 days for standard gem purchases, 30 days for fulfillment or shipping issues, and 60 days for billing errors or unauthorized charges. Revealed or opened items, box and randomized outcomes, shipping fees, items damaged after delivery, and purchases made with promotional credit are not refundable. If a box outcome was not what you hoped for, you can sell the item back for gems instead.
Refund windows
How long you have to request a refund depends on what you are requesting a refund for.
Type of request | Window | Counted from |
Standard gem purchase, unused | 7 days | Date of purchase |
Fulfillment or shipping issue | 30 days | Expected delivery date |
Billing error or unauthorized charge | 60 days | Date of the charge |
If your request falls outside these windows we will still review it, but we are not able to guarantee an outcome.
What can be refunded
Technical failures. You were charged but the product did not work as intended.
Billing errors and double charges. You were charged more than once, or charged the wrong amount.
Verified unauthorized charges. A purchase was made on your account without your authorization.
Fulfillment failures. An order was lost in transit, or what arrived was materially different from what you ordered.
What cannot be refunded
Not refundable | Why | What you can do instead |
Revealed or opened digital items | Once revealed, the purchase is final | Sell the item back for gems from your inventory |
Box and randomized outcomes | You purchased the chance to receive an item, not a specific item | Sell the item back for gems, or use Exchange to swap it |
Shipping fees | Not refundable unless the shipping error was ours | If the error was on our side, the fee is refunded with the order |
Items damaged after delivery | Our responsibility ends at delivery | If it arrived damaged, report it within 14 days |
Purchases made with promotional credit | Promotional credit has no cash value | Site credit may be offered instead where appropriate |
How to request a refund
To request a refund, ask to speak to a human and provide the following:
Your order or transaction details
The date of the purchase or charge
The reason for the request
We will review the request against the policy above and let you know the outcome. Refund processing time depends on your original payment method, typically 5 to 10 business days for card payments.
If your gem balance is negative
A negative gem balance is usually the result of a reversed transaction, for example a reversed mission or offer credit, or a payment dispute.
While your balance is negative you can still sign in and manage your account, but you are not able to spend gems. To restore full access, purchase gems to bring your balance back to zero or above.
Common questions
How long do I have to request a refund?
The window depends on the type of request. Standard gem purchases have a 7 day window from the date of purchase. Fulfillment and shipping issues have a 30 day window from the expected delivery date. Billing errors and unauthorized charges have a 60 day window from the date of the charge.
Can I get a refund because I did not like what I pulled?
Box and randomized outcomes are final and are not refundable, because the purchase is for the chance to receive an item rather than for a specific item. If you would rather have gems, you can sell the item back for gems directly from your inventory, or use Exchange to swap it for something of similar value.
My gem balance is negative. How do I fix it?
A negative gem balance is resolved by purchasing gems to bring your balance back to zero or above. Once your balance is no longer negative you can spend gems again. You can still sign in and manage your account while the balance is negative.
Are shipping fees refundable?
Shipping fees are not refundable in most cases. The exception is when the shipping error was on our side, in which case the shipping fee is refunded along with the order.
What if my request is outside the refund window?
We will still review a request that falls outside the standard windows, but we are not able to guarantee an outcome. Please ask to speak to a human and include the details of your situation.