Refunds and Returns FAQ
What are my refund rights for digital purchases?
In addition to any statutory rights you may have, digital game or downloadable content purchases are eligible for a refund within 14 days of purchase provided that there are not more than two hours of consecutive runtime following purchase or any virtual currency, virtual goods or physical goods associated with the purchase of the digital game or downloadable content. This refund eligibility applies even if you live in the EU / EEA / UK and have waived your right of withdrawal.
Digital game and downloadable content purchases and bundle purchases made outside of the Rockstar Games Store or Rockstar Games Launcher are subject to the applicable retailer’s refund policy. Please read the applicable retailer’s refund policy before making any purchase. Refund or warranty claims in respect of such products should be directed to the relevant retailer in the first instance.
Note: There are no refunds for virtual currency, virtual goods, or other non-refundable items unless such content is defective or not received.
- To request a refund contact Rockstar Games Support
What are my refund rights for physical purchases?
In addition to any statutory rights you may have, physical items purchased through the Rockstar Games Store are eligible for a refund if the item you ordered was not received.
If your physical purchase is damaged or defective, you may be entitled to exchange it for the same item, or if that item is no longer available, you may be entitled to a full or partial refund.
What is the EU / EEA / UK right of withdrawal?
If you live in the European Union, the European Economic Area, or the UK, you have a right to withdraw from certain purchases without giving a reason within 14 days from the day you, or a third party (other than the carrier) indicated by you, received your purchase. To exercise your right of withdrawal, you must unambiguously declare your desire to withdraw from your purchase during the 14 day withdrawal period, for instance, by notifying Rockstar of your decision to withdraw from your purchase within 14 days of such purchase. A description of the purchases that are not subject to this withdrawal right is set forth below.
You will be reimbursed within 14 days using the same method of payment you used to make your purchase (unless you have expressly agreed otherwise).
Note: If you decide to withdraw from a physical purchase, you will have to pay the return shipping costs.
Which purchases are not subject to the EU / EEA / UK right of withdrawal?
The EU / EEA / UK right of withdrawal described above is not applicable to the following types of purchases:
- Purchases of digital services after the services have been fully performed if the performance has begun with your prior consent and your acknowledgement that you will lose your right of withdrawal once the services have been fully performed;
- Purchases of goods made to your specifications or clearly personalized;
- Purchases of goods which are, after delivery, according to their nature, inseparably mixed with other items;
- Purchases of sealed audio, video recordings, or software which are unsealed after delivery; or
- Purchases of digital content if the performance has begun with your prior consent and your acknowledgment that you will lose your right of withdrawal.
Where can I find the full refund policy?
The full Refund Policy is available here. The Refund Policy governs the relationship between you and Xsolla in respect of the purchases you make through the Rockstar Games Store or Rockstar Games Launcher.
Who is Xsolla?
Xsolla is the authorized reseller and merchant of record for all products and services sold through the Rockstar Games Store and Rockstar Games Launcher. All exchanges and refunds of purchases made through the Rockstar Games Store or Rockstar Games Launcher will be issued by Xsolla. Rockstar Games Support is here to help facilitate any refund and return requests you may have.