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For a digital PC game bought directly from Ubisoft, the published commercial policy generally covers requests made within 14 days of purchase when playtime is less than two hours, subject to additional conditions. That is a policy threshold, not an automatic approval or a universal rule for every platform, product type, country, or legal situation.
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Start with the seller that charged you
The company that took the payment controls the ordinary refund workflow. A Ubisoft support ticket cannot replace a retailer’s own process when the transaction was completed elsewhere.
| Where you bought the product | First refund channel | What determines eligibility |
|---|---|---|
| Ubisoft Store or Ubisoft Connect | Ubisoft Account Management → Order History → automatic refund request tool | Ubisoft’s direct-store terms, product type, purchase date, usage and applicable law |
| Steam | Steam’s refund interface and support | Steam’s conditions plus any applicable statutory rights |
| Epic Games Store | Epic Games Store support and refund interface | Epic’s conditions plus any applicable statutory rights |
| PlayStation Store | PlayStation’s official refund-request flow | PlayStation’s conditions, local law and whether the content is faulty or misdescribed |
| Xbox Marketplace | Microsoft/Xbox refund process | Xbox’s conditions plus any applicable statutory rights |
| Nintendo eShop | Nintendo’s support and eShop process | Nintendo’s conditions plus any applicable statutory rights |
Check the receipt, bank statement or account order history for the merchant name. A Ubisoft activation code used on a third-party store does not make that store a Ubisoft seller for refund purposes. Start with the merchant shown on the payment record.
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Use Ubisoft’s self-service route before waiting for a reply
1. Open the correct order
- Sign in to the Ubisoft account used for the purchase.
- Open Account Management.
- Select Order History.
- Locate the game, order number and purchase date.
- Choose the automatic refund request option if it is offered for that order.
Ubisoft’s Store Terms of Sale describe this route as follows: You can request a refund via your Account Management by using our automatic refund request tool accessible on your Order History page…
Save the confirmation screen, reference number or confirmation email immediately. A screenshot is useful if the page later changes or the request appears to disappear.
2. Submit the request once, with complete information
Enter the requested reason accurately. If the game is defective, crashes, cannot be launched, or does not match its description, describe the specific problem rather than selecting a vague reason. Include the order ID, purchase date, exact edition, platform, approximate playtime and whether any downloadable content or bonus items were redeemed.
3. Keep the written support case as a fallback
If you already contacted Ubisoft Customer Support, reply in that same case instead of opening a chain of duplicate tickets. State that you are requesting a refund, identify the order, and mention that the automatic Order History tool was also submitted or was unavailable. Keeping one thread preserves the history and reduces the chance that separate agents treat the requests as unrelated.
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Understand the direct Ubisoft PC-game window
Ubisoft states that it may refund a digital PC game purchased directly from it when the request is made within 14 days of purchase and the game has less than two hours of playtime. The wording is conditional: the figures describe a commercial policy with additional requirements, not a guarantee that every request will be approved.
- The 14-day period is measured from the purchase date shown on the Ubisoft order.
- “Less than two hours” is a strict usage condition in the published wording; avoid assuming that exactly two hours qualifies.
- The policy concerns a digital PC game bought through Ubisoft’s own store channels. It should not be copied automatically to a console purchase or a third-party retailer.
- Other restrictions can apply to bundles, promotional items, redeemed content, account activity and the nature of the product.
Stop launching the game while the request is reviewed. Additional play can push the order outside the stated usage condition and make the factual record harder to assess.
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What to do while support is delayed
Ubisoft does not publish a universal response-time promise in the relevant guidance. Do not treat a particular number of hours or days as an official service-level agreement. Instead, preserve your evidence and use the formal channel that belongs to the seller.
Keep an audit trail
- Original Ubisoft or retailer receipt, including the order ID and transaction date.
- Support ticket number and the email address attached to the account.
- Screenshot of the Order History refund submission, error message or unavailable button.
- Playtime display, launch history or other record showing how much the game was used.
- Video or screenshots of crashes, error codes, missing content or misleading descriptions.
- Records of downloaded add-ons, redeemed codes or consumed virtual currency.
Reply in the existing case
Use a short, factual update: identify the product and order, state the requested refund, give the purchase date and playtime, explain the defect or non-conformity if relevant, and ask for written confirmation of the decision. Avoid sending repeated messages every few hours; each new message can make the history harder to follow.
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If the case remains unanswered, send one follow-up in the same thread and preserve the timestamp. Re-submit through Order History only if the tool still accepts the order or if the first attempt produced no confirmation. For a third-party purchase, move the escalation to that retailer’s official refund interface. An Ubisoft ticket does not transfer responsibility for a Steam, Epic, PlayStation, Xbox or Nintendo transaction.
Can you get a refund after downloading or launching the game?
Downloading is not the same as approval or rejection. For a direct Ubisoft digital PC purchase, the relevant published condition is the combination of the 14-day request period and less than two hours of playtime, together with the other terms. A download may begin delivery, but continued use can affect eligibility. Do not assume that uninstalling later resets playtime or creates a new purchase date.
If you bought through a console or PC marketplace, apply that marketplace’s own rules. Ubisoft’s direct-store threshold does not become a universal “Ubisoft two-hour rule,” and Ubisoft cannot override a retailer’s account records. Submit the request to the store that charged you, even if the game launches through Ubisoft Connect.
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Separate a base game from add-ons and in-game items
Ubisoft’s help guidance generally treats immediately delivered digital items as final once access begins. The commonly excluded categories are:
- Downloadable content and expansions.
- Season Passes and Year Passes.
- Virtual currency.
- Consumables delivered immediately to an account.
- Purchases made inside a game’s in-game store.
These exclusions describe the normal commercial position after delivery, not the removal of every legal remedy. If an item was defective, unavailable, or materially different from its description, document that problem and identify it in the request. Whether a statutory remedy applies depends on the law governing the purchase.
Pre-orders and cancellations before release
Ubisoft’s terms state that a digital pre-purchase can be cancelled and refunded at any time before the scheduled release. Use the order’s cancellation or refund route in Account Management when it is available. If the release has occurred, the request is no longer a simple pre-release cancellation and must be assessed under the applicable digital-content conditions, usage history and local law.
Ubisoft+ subscriptions are a different product
Ubisoft+ is a digital service rather than a single game license. Where a withdrawal right applies, Ubisoft’s terms describe a refund calculated pro rata for the period of access. Check the subscription order, renewal date and access history; do not use the direct-purchase game rule as a substitute for the subscription terms. A renewal dispute, an initial subscription cancellation and a claim that the service was unavailable may involve different facts.
Third-party purchase routes
Steam, Epic Games Store, PlayStation, Xbox and Nintendo
Ubisoft’s help material says titles purchased through approved resellers are subject to the conditions of their respective stores and that refund requests must be addressed directly to those stores. Open the retailer’s official order history or support form, select the Ubisoft transaction, and provide the retailer’s order number. If the retailer asks for a reason, describe the same defect, non-conformity or accidental purchase consistently across your records.
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PlayStation’s official guidance also notes that local law may provide additional rights for faulty content. Comparable statutory protections may exist elsewhere, but their scope, deadlines and remedies vary by country or state. A retailer’s commercial policy can be narrower than a mandatory consumer right.
When the retailer sends you back to Ubisoft
Ask the retailer to confirm in writing why it cannot process the transaction and retain that response. Then contact Ubisoft with the retailer’s order reference, but understand that Ubisoft may still be unable to issue a payment reversal for a charge it did not collect. The payment processor, account holder and platform license can affect which company has authority to refund.
Defective or misdescribed games
A request based only on preference is evaluated under the seller’s commercial policy. A request based on a defect or non-conformity should identify the failure precisely: for example, the game will not launch after the listed requirements are met, a promised feature is missing, or the delivered edition differs from the purchase description.
Ubisoft’s terms and help information preserve applicable statutory rights for defective or non-conforming products. Those rights can survive a commercial “no refunds after delivery” rule, but the remedy and procedure depend on the jurisdiction. Keep proof of the defect, your troubleshooting attempts, the advertised description and the dates on which you notified the seller.
A practical decision path
- Read the payment record. If the merchant is Ubisoft, continue to Account Management. If another store is listed, use that store’s refund process.
- Classify the product. Record whether it is a base game, DLC, expansion, pass, subscription, currency or consumable.
- Record timing and use. Note the purchase date, release status, download status and playtime without rounding down or guessing.
- Choose the reason. Use the ordinary commercial policy for an unwanted purchase; describe a defect or non-conformity separately when that is the basis.
- Submit through the seller’s formal interface. Save the confirmation and ticket number.
- Stop use during review. Do not create additional playtime or redeem more associated content.
- Follow up once in the same case. Escalate to the retailer or applicable consumer-protection route if the formal process does not resolve a documented defect.
Common mistakes that delay a refund
Opening the wrong support queue
Submitting a Ubisoft ticket for a PlayStation or Steam charge can create activity without creating a refund request. The retailer’s order history is the controlling starting point.
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Assuming every Ubisoft product has the game policy
A base PC game, a virtual-currency purchase and a Ubisoft+ subscription are different products. Identify the item before relying on a rule.
Continuing to play while waiting
When the direct-store condition depends on less than two hours, additional sessions can change the eligibility facts. Stop use once you decide to request a refund.
Sending incomplete or contradictory details
Different purchase dates, editions or playtime figures force the agent to reconcile the record. Copy the values from the receipt and account history, and explain any discrepancy rather than guessing.
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Because Ubisoft does not publish a universal response-time guarantee, ask for confirmation of receipt and a decision rather than promising that a reply must arrive by a particular day.
What to include in your message
Use this structure in the existing support thread or retailer form:
- Account email or platform account identifier, using only the information the seller requests.
- Order or transaction ID.
- Exact game title, edition and platform.
- Purchase date and current playtime or download status.
- Whether the item is a base game, add-on, pass, subscription or in-game purchase.
- A concise reason, with error codes and dates for a defect or non-conformity.
- The remedy requested: a refund to the original payment method, where the seller offers that option.
- Confirmation that you have stopped using the product while the request is reviewed.
Do not include a payment-card number, password or authentication code in a support message. The order ID and the account’s verified contact channel are normally enough for the seller to locate the transaction.
When the commercial policy is not the whole answer
Refund policies are contractual and can vary by region, edition and product. Mandatory consumer law may provide separate cancellation or repair rights, particularly where digital content is faulty or not as described. If the seller rejects a well-documented defect, identify the consumer-protection authority or dispute route that applies where you made the purchase. Preserve the receipt, the rejection, your defect evidence and the dates of every contact.
A legal route is not a substitute for accurately identifying the seller. It is an escalation option after you have used the seller’s documented process and can show what went wrong.
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