💷 Refunds & Purchases

Last updated: 23 July 2026

Real-money purchases are not live yet — this policy applies from the day they launch. Purchases made with in-game currencies (Motes, Gold, Shards) aren't real-money purchases and aren't refundable for money.

1. What you're buying

Real-money purchases in Glowlings are digital content (virtual currency or items), always deterministic — you see exactly what you're getting before you pay — and delivered instantly to your account.

2. The 14-day cancellation right

UK law (the Consumer Contracts Regulations 2013) gives you a 14-day right to cancel purchases of digital content — unless you agree to immediate delivery and acknowledge that you lose that right once delivery starts. At our checkout you'll be asked to tick exactly that consent before paying, so your purchase is delivered instantly and the 14-day right ends at delivery.

3. When you can get a refund

• You didn't get what you paid for (item not delivered, wrong item, or a fault on our side): tell us and we'll fix it or refund you — that's your right under the Consumer Rights Act 2015, which always applies.
• Accidental purchases, including a child buying without the payment-method owner's permission: contact us within 14 days of the purchase. Where the currency or items haven't been spent, we'll normally refund in full and remove them; where partly spent, we'll be fair and proportionate.
• Anything else: get in touch — we'd always rather sort it out than have an unhappy player.

4. How to ask

Email [email protected] (or use the feedback page) with your username, what you bought, and roughly when. We aim to reply within 5 working days, and refunds go back to the original payment method.

5. A note on chargebacks

Please contact us before disputing a charge with your bank — we resolve genuine problems quickly, and unexplained chargebacks may lead to the purchased items being removed and the account suspended while we investigate.