Refund Policy FAQ

1. general refund questions

What is Stash's refund policy?

Stash offers refunds for eligible digital goods within 14 days of purchase, provided they have not been used or consumed. Our complete refund policy outlines specific eligibility criteria, processing times, and exceptions to ensure transparency in all transactions.

How long do I have to request a refund?

You have 14 days from the date of purchase to request a refund for eligible items. Requests made after this period will not be eligible for a refund according to our policy.

How do I request a refund?

To request a refund, email support@stash.gg with the following information:

• Your order number
• Purchase date
• Email address associated with the purchase
• Payment type (credit card, PayPal, etc.)
• Last 4 digits of the payment method
• Detailed reason for the refund request
• Item(s) to be refunded

Incomplete refund requests may result in processing delays, so please ensure you include all required information.

How long does it take to process a refund?

Once approved, refunds are typically processed within 1-3 business days. After processing, it may take an additional 2-10 business days for the refund to appear on your account statement, depending on your financial institution.

How will I receive my refund?

Refunds will be issued to the original payment method used for the purchase. For example, if you paid with a credit card, the refund will be credited back to the same card.

Will I be notified when my refund is processed?

Yes, you will receive an email confirmation once your refund has been processed, which will include details about the refunded amount, and the payment method to which it was returned.

2. eligibility questions

What items are eligible for a refund?

Digital goods, including in-game currencies like "Handful of Blackstone," are eligible for a refund within 14 days of purchase if they have not been used or consumed.

What items are not eligible for a refund?

The following are not eligible for refunds:

• Items purchased more than 14 days prior to the refund request
• Items that have been used, consumed, or downloaded
• Special promotional items marked as "final sale" or "non-refundable"
• Items purchased through third-party sites other than an official Stash webstore

Can I get a refund if i accidentally purchased the wrong item?

Yes, accidental purchases are eligible for a refund within the 14-day window, provided the item has not been used or consumed. Please contact our support team as soon as possible with your order details by emailing support@stash.gg.

What if I purchased an item just before it went on sale?

Unfortunately, we do not offer price adjustments or refunds for items that later go on sale. All purchases are subject to the pricing at the time of transaction.

Can I get a refund if a digital product doesn't work as expected?

If you experience technical issues with a purchase, please contact our support team with details about the problem by emailing support@stash.gg. We'll work to resolve the issue or, if necessary, process a refund even if the item has been partially used.

3. order cancellations

Can I cancel my order?

If you wish to cancel an order before it has been fulfilled, please contact us immediately at support@stash.gg. We will attempt to process your cancellation, but we cannot guarantee that all cancellation requests will be honored, especially if the order processing has already begun.

How do i know if my cancellation request was successful?

You will receive an email confirmation if your cancellation request was successful. If we were unable to cancel your order, you will be notified and given information about refund options after receiving the item.

4. special circumstances

What happens if a digital product becomes unavailable after I purchase it?

If a digital product becomes unavailable or is discontinued after purchase, we will cancel your order and provide you with a full refund.

What if my refund request is denied but I disagree with the decision?

If you disagree with our decision regarding your refund request, you may request an escalation by replying to the email notification with the subject line "Request for Escalation." A senior support specialist will review your case and respond within 2 business days.

What if I never received the digital item I purchased?

If you did not receive your digital purchase, please contact our support team immediately. We will verify the transaction and either ensure delivery of your purchase or process a refund.

Does stash offer exchanges instead of refunds?

Stash does not currently offer direct exchanges for digital goods. Instead, you would need to request a refund for the unwanted item (if eligible) and make a separate purchase for the desired item.

5. payment and technical issues

What if i don't recognize a charge from Stash on my account?

If you see a charge you don't recognize, please contact support@stash.gg with your account details and information about the unrecognized charge. Our team will investigate and help resolve the issue promptly.

What if Iused multiple payment methods for my purchase?

If your purchase involved multiple payment methods, any refund will be distributed proportionally to each payment method used in the original transaction.

What should I do if my refund hasn't appeared after 10 business days?

If you haven't received your refund after 10 business days from the confirmation email, please contact our support team at support@stash.gg with your order number and refund confirmation details.

6. contact information

How can I contact stash support about refund questions?

For any questions about refunds, please email us at support@stash.gg or write to:

Fractal Wagmi, Inc. (d/b/a Stash)1032 E Brandon Blvd #2468Brandon, FL 33511

What information should I include when contacting support about a refund?

To help us assist you more efficiently, please include:

• Your full name
• Order number
• Purchase date
• A clear description of your issue or question
• Any relevant screenshots or additional information

Our support team will respond to your inquiry as soon as possible, typically within 1-2 business days.