Politique de remboursement

Because Star Citizen only allows each item to be gifted once and it becomes permanently tied to the buyer’s account after being claimed, we do not accept any returns or refunds unless we can verify that delivery failed on our end and the gift link was canceled before being claimed.

Non-Refundable Items

Once a digital item has been claimed, it cannot be refunded — unless we can prove that the delivery failed or that the item was incorrectly listed due to our own mistake. This is in line with EU laws regarding digital content.

Resolution of In-Game Issues

If a digital item has in-game features, problems caused by bugs or updates from the game’s developers aren’t valid reasons for a refund. In such cases, customers need to contact the game developer directly to address the issue.

Process for Returns

Buyers requesting a refund are required to cooperate with reasonable steps, including returning or re-gifting the item through the official gifting system. If the buyer refuses or fails to follow through with the necessary process, we reserve the right to deny the refund.

Once a digital item has been claimed via a gift link, it is considered permanently removed from our inventory. At that point, we lose all control over the item. Therefore, once the buyer clicks or redeems the link, any subsequent problems — such as account or gifting issues — must be resolved directly with Cloud Imperium Games (CIG), the developer of Star Citizen.

We reserve the right to cancel any order at our discretion, including due to sudden price changes from CIG or other unexpected issues.

If delivery of the digital item cannot be completed for any reason, we will attempt to contact the buyer for updated information. If the item still cannot be successfully delivered — due to platform limitations, technical issues, or unforeseen external factors — the order will be canceled. In such cases, the gift link will be deactivated, and a full refund will be processed only after the item has been successfully retrieved back into our inventory via the gifting system.

Please note: if the buyer requests a cancellation and the payment was processed through PayPal, the original PayPal transaction fees will not be refunded. This is due to PayPal’s policy change where processing fees are no longer returned after a refund.

Additionally, if a buyer-initiated cancellation is accepted, we apply a 15% restocking fee, which will be deducted from the final refunded amount.

Certain ships or vehicles we sell are labeled as “CCU’ed,” meaning they were assembled using discounted Warbond upgrade chains. As a result, the item’s melt value — the RSI credit amount received upon melting — will be lower than its standard retail price. However, this does not impact the item’s eligibility for future upgrades. Upgrade value remains based on the full original retail price listed in the RSI store.

We do not offer refunds due to dissatisfaction with the melt value of a CCU’ed item. These types of items are offered with the intent of being used or upgraded, not melted for credit. Buyers who choose to melt such items do so at their own discretion and risk.

It’s also important to understand that not every ship or vehicle we offer is flyable at the time of purchase. Some are still in development. In those cases, Cloud Imperium Games will provide a loaner ship until the original ship becomes flyable. Buyers are responsible for checking an item’s in-game status before making a purchase.

Disclaimer:

Star Citizen is currently in its alpha development phase and may contain numerous bugs and technical issues, including those affecting ships. Galactic Merchant cannot be held liable for any issues arising from the game’s development or the actions of its creators. As part of the ongoing development, Cloud Imperium Games—the developers of Star Citizen—may apply balancing adjustments to digital ships, vehicles, or other in-game items. These adjustments may involve changes to item attributes, features, or bundled contents (such as game packages, weapons, modules, equipment, etc.) at their sole discretion. Such changes can occur with or without prior notice and are entirely under the control of the game developer.