Refund policy
We sell cosmetic items and hero kits, delivered to your account straight away. We want you to be happy with what you buy, so:
14-day refunds for unused items
- Ask within 14 days of buying, and we will refund any item you have not used.
- Unused means you have never equipped a cosmetic item, or never played an online match as a hero you bought. Bundles count as used once you have used anything in them (for the every-hero bundle, played any one of its heroes).
- We refund to the card or payment method you paid with, usually within 5–10 days of approving the request. The item is removed from your account.
Something went wrong
If an item you paid for never arrived, doesn’t work, or you were charged twice, contact us. We will deliver it, fix it or refund you, whenever it happened. This doesn’t affect your rights under consumer law.
Your legal right to cancel (UK and EU players)
When you buy a digital item that is delivered straight away, the law lets you agree to lose your 14-day cancellation right once delivery starts. At checkout we ask you to confirm that. Our 14-day refund for unused items above is offered on top of your legal rights, not instead of them.
Bought without a parent’s permission
Buyers confirm at checkout that they are 18 or older or have a parent or guardian’s permission. If a player under 18 bought something without that permission, a parent or guardian can ask for a refund, even if the item was used. We refund the purchase and remove the items. Please tell us the display name, the date and, if you have it, the Stripe receipt number.
Chargebacks
If you dispute a payment with your bank or card provider instead of asking us, the items from that payment are removed when the dispute is opened. If the dispute is decided in our favour, they come back. Please contact us first: it is usually faster.
How to ask
Email support@bgbully.com from any address. Include your BG Bully display name, the date of purchase and the Stripe receipt number if you have it. We reply within 3 working days.
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