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Refund and Cancellations Policy

Last updated: 23rd April 2019

What is your refund policy?

Pre-orders can be cancelled prior to the availability and shipment date of the product.

Delivered Physical products can be returned within 14 days from when they were ordered if the item(s) are sealed or unopened. Please note that we do not refund shipping fees.

Delivered Digital products can be refunded within 14 days from when they were ordered if the code or key(s) remain locked.

If an item is received damaged, we allow exchanges for the same item only. To report a damaged or defective item, please email customer service here with the following information:

For shipments damaged in transit, a claim should be filed with the carrier. Please retain the original packaging and the original delivery location until the claim has been resolved.

How do I request a refund or cancel an order?

Please email customer service with the following information:

If your order was purchased as a guest, the order number can be found in the confirmation email sent to you at time of purchase from no-reply@store.privatedivision.com.

If your order was purchased under a registered account, the order number can be found under the ‘Order History’ section in your Account information or in the confirmation email sent to you at time of purchase from no-reply@store.privatedivision.com.

After contacting customer service, please use the return label they provide to send back all applicable items.

When can I expect the refund credit to appear on my account?

Your refund credit should appear 5 - 7 business days after our warehouse receives and processes all returned items

I have a question that is not addressed on this page

Please check our FAQs page. If your question is still not addressed please contact us here.