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Thursday, October 30, 2014

Item Refunds

This is all the info you need to know about getting items refunded in Celtic Heroes

So, you bought an item from a shop but you changed your mind and don't like it any more. It is possible to get that item refunded by OTM support for the full purchase price of the item.

All you need to do is send an in-game support ticket to OTM from the character that bought the item with the following information

  • Subject: Item refund - (what item you want refunded)
  • Body
    • State the full name of the item you want refunded 
    • put in the date you bought the item
You also should:
  • do not resell the item to another player
  • do not trade the item to another character
  • do not vendor the item
Basically you should just keep the item in your inventory until OTM gets to your request and refunds the item.

There are a few stipulations though to be able to refund an item
  • The support ticket must be sent in within 3 days of buying the item
  • You can only have one refund claim active per calendar month
  • Only send one ticket per item. You should not send multiple tickets for the same item.
  • If the items are part of a three item set (i.e. Stargem set) you can claim a refund for all three items provided they are in the same refund ticket.

Hi, this policy was changed back in April or May I believe? Was a few months ago and was announced on the support section of the website, along with refund tickets being issued a warning of the upcoming change for a month up to that change.
Regarding the period, the 3 days is counted from the date on your FIRST ticket. This means that you DO NOT need to spam us with tickets in order to still get your refund. If the first ticket was sent in within the 3 day limit then you shall still receive the refund if you still have the item and it is your first refund claim for that calender month.

This is the refund policy from OTM:

If you have accidentally sold an item to a shop, the Support Team can restore the item to you in exchange for the Gold you received for selling the item. 
Therefore, if you wish to have your item restored you must have an amount of Gold on your character which is equal to or greater than the amount of Gold you got from selling the item.
If you have accidentally dropped or deleted an item, the Support Team can restore that item to your inventory.
The Support Team is unable to exchange items which have been bought from a vendor for another item. However, they are able to offer a refund on items which have been recently bought from a vendor in some circumstances.
If you have either accidentally sold or dropped an item and you wish for it to be restored, or you wish for a refund on a recently bought item, please contact the Support Team using the in-game Support Tool.
To access the Support Tool:
Log-in with the character who has either dropped or sold the item.
From the Menu page (the top icon on the left-hand side of the screen), select the option which says Support.
Fill out the required details, including the name of the item(s) you have accidentally sold or dropped, and if possible the date you dropped or sold the items, and select Send. This will send your message to the Support team, who will take a look at your issue and see if your items can be restored.
Please ensure that you only send 1 support request per issue. You can combine information about several dropped or sold items into 1 support request, but please do not send multiple requests about the same issue. Doing so will slow down the process of dealing with your request.

We understand that you may be frustrated with your situation, but we deal with a large number of support requests every day and so it may take us several days for us to process your request. However, please be assured that we do deal with every single issue that is submitted via the in-game support tool.

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