Refunds

Changed your mind, or something isn't right with a file? Here's how refunds work and how to ask for one.

The 14-day window

You can request a refund on any purchase within 14 days of buying it. We review each request on its own merits, and the final decision is ours. If something genuinely went wrong, tell us.

How to request a refund

Email support@dungeonstock.com with your order ID and a short note on why you'd like a refund. You can also use the support form and pick the topic Purchases and downloads. We'll reply within 3 business days.

Your order ID looks like DS-7KQ2M-9XAPB. It's in the subject of your receipt email and on your order history page.

When a refund is approved

Once a refund goes through, you lose access to that product straight away, and you'll need to delete any copies you've downloaded, in line with the buyer license.

Paid for something you already owned?

You don't need to ask. If an order includes a product that's already in your Library, we refund that item automatically and email you. In your order history it shows as "Refunded (you already owned it)".

Gold

Purchased Gold, and Gold you've spent on a product, can't be refunded, except where the law requires it. Gold has no cash value and can't be exchanged for cash. See Using Gold for how it works.

Chargebacks

Talk to us before you start a chargeback with your bank. Chargebacks are handled separately from this policy and can get your account suspended while we look into it.

EU and EEA buyers

You keep every right EU consumer law gives you. For digital downloads you agree at checkout to immediate delivery, which waives the standard 14-day right of withdrawal once the download starts. If content is faulty, corrupted, or materially not as described, you're still covered — contact us within 30 days. Subscriptions keep the full 14-day withdrawal right. Use Withdraw and get a refund in subscription settings: your subscription ends straight away, your payment is refunded in full, and the Gold that came with it is taken back. The option disappears once you've spent any Gold since subscribing. Products you bought separately aren't affected.

The complete terms, including the statutory detail, are in the full Refund Policy.