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Great Games Guarantee Terms
Refunding Full Game Digital Downloads Purchased from EA Storefronts
You may be eligible for a refund of purchases made on EA Storefronts (EA.com and purchases within the EA app gaming applications) of full game digital downloads (PC/Mac only) published by "Electronic Arts" (collectively Electronic Arts Inc. if you reside in the United States, Canada or Japan and EA Swiss Sàrl if you reside in any other country) or participating third-party titles designated as Great Games Guarantee eligible, and under the EU Right of Withdrawal (see Terms of Sale).
Refund requests can be made:
- within twenty-four (24) hours after you first launch the game,
- within fourteen (14) days from your date of purchase, or
- within fourteen (14) days from the game's release date if you pre-ordered,
whichever comes first.
If you purchase a new EA game within the first thirty (30) days of its release date and can't play it due to technical reasons within EA's control, you can request a refund within seventy-two (72) hours after you first launch the game instead of twenty-four (24).
The applicable Great Games Guarantee refund period for full game digital downloads that are part of a bundle begins as soon as one game within the bundle is launched. Once a refund is issued, you will no longer have access to the game.
To request a refund, visit your Order History and select the "Request a Refund" link next to any eligible product. Complete and submit the Refund Request Form. You will get a response within forty-eight (48) hours after your request is submitted and your refund within seven (7) to ten (10) days if you meet the Great Games Guarantee refund requirements.
If you request a refund for a product that is part of a bundle or a product that comes with bonus content, your refund under this policy may include the entire bundle of products/content, and your access to all included products/content will be revoked. Please note that dual platform products (such as one product that, when purchased, is playable on both PC and Mac platforms) will be treated as bundled content. Before you submit your refund request for bundled products/content, you will be able to see an itemized list of content that must be canceled/refunded together. You may then complete the refund request and cancel all the associated content or you may withdraw your request. Refunds for products that come with bonus content, such as virtual currency, for example EA SPORTS FC™ 24 Ultimate Edition, are not supported.
In rare instances, refunds may not be supported for products purchased during special EA.com or EA app promotions. The promotional details will explicitly state if refunds are unsupported.
Refunds may not be supported where Electronic Arts detects fraud or abuse of the refund process.
Electronic Arts reserves the right to revise these Terms at any time in its sole discretion. Any revisions to these Terms will be effective immediately for all subsequent purchases.
Return and Refund Policy for Third-party Games, Packaged Goods and Game Expansions/DLC/Add-Ons
Purchases from the EA Storefronts for participating third-party titles with an express Great Games Guarantee designation are eligible for a return/refund subject to the requirements set forth above.
Purchases from the EA Storefronts for all other third-party content, as well as packaged goods, game expansions, downloadable content, time cards, virtual currency and add-ons are not subject to the Great Games Guarantee. Please see the Terms of Sale and the Returns and Cancellations FAQ for further information regarding any potential returns and/or refunds for these items.
Returns and Refunds for Full Game Downloads Purchased from a Third-party Retail Store
If you would like to return and/or request a refund for a full game download published by Electronic Arts but purchased from a third-party retail store, contact the retailer where you made the purchase to inquire about the retailer's return or refund policies.
About Your Refund Under the Great Games Guarantee Refund Policy
When we have received and processed your request for a refund, Electronic Arts will request the appropriate refund to the payment method used for the original order. All refunds are subject to the Terms of Sale and the Returns and Cancellations policy. View completed refunds by visiting My Cases. If your refund doesn't appear on My Cases and the processing time for your payment method has passed, contact EA Help.
Please note that nonrefundable payment methods such as Boleto and SOFORT are not eligible for the Great Games Guarantee. We will inform you if your payment method is nonrefundable during checkout.
Other Refund Rights and Remedies
The Great Games Guarantee is in addition to any rights you have regarding returns or refunds, including any right to a refund or other remedy to which you may be entitled under applicable law. Please see the Returns and Cancellations FAQ and the Terms of Sale for further information regarding your refund rights and remedies. You may exercise your right of withdrawal from a purchase within fourteen (14) days from the date of purchase.
Last Updated: March 18, 2024