Returns and Cancellations

What is your refund policy?

Returns of physical products purchased at the ubi.com online store are allowed within 30 days of purchase of an available product (From the date of billing). To be returned, the product must be in its original unopened packaging, in new condition with all original contents.

Exceptions: All sales on PSN, Mac and PC digital content are final. Video games, computer games, and merchandise may NOT be returned if opened, unsealed, washed, worn, or non-defective. These items may only be exchanged for the same item if it is available on the store or if the original is defective.

Physical merchandise purchased online at the Uplay may not be returned or exchanged at regular retail stores. Unfortunately, Ubisoft does not offer refunds on any products downloaded through the Uplay. This includes PC Digital Downloads and any downloadable merchandise currently available. Ubisoft reserves the right, however, to offer refunds under exceptional circumstances at its sole discretion.

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How do I request a refund?

To request a refund, you can submit a Refund Request ticket to the Uplay Shop support team by clicking here.

Note: For the fastest service when submitting a ticket, please log into the same Uplay account which you used to make the original purchase.

You may also call toll free 1-888-824-7038 (Monday through Friday, 9am to Midnight EST) to speak with a Uplay Shop support representative.

When contacting Uplay Shop support you will be asked for your order number, so please have your order number ready. If you do not know your order number, you can click here to look up your order.

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How do I cancel my order?

You can submit a request to cancel your order on the same day the order was placed (unless your purchased product is PSN, Mac, PC digital content or on backorder). Please note that it may not be possible to approve your request if your order has already been processed. Click here to submit a request to cancel your order.

For physical products, if your order cannot be cancelled, you will get an email notification when the order is shipped. You can also look up your order to view the shipping status of your order.

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When will a credit be posted to my credit card account?
Your refund credit will appear in your account in 5 - 7 business days after we receive your completed letter of destruction (ELOD or LOD).

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