Refund Policy

Russet Studio wants you to be happy with every purchase. This Refund Policy explains when refunds are available, what is eligible, and how to request one. Please read this Policy carefully before making a purchase.

This Policy applies to all purchases made directly through Russet Studio platforms. Purchases made through third-party storefronts (such as Steam, Epic Games Store, or app stores) are subject to those platforms' own refund policies, which may differ from ours.

We offer refunds on digital game purchases under the following conditions:

• The request is submitted within 14 days of purchase
• The game has been played for fewer than 2 hours of total gameplay
• The game has not been redeemed via a key or code tied to an external platform

Refunds will not be issued for purchases where the game has been significantly played, where the purchase was made specifically to exploit a promotional offer, or where abuse of the refund system is suspected.

If you are experiencing a technical issue that prevents you from playing the game, please contact our support team before requesting a refund — we may be able to resolve the issue.

Purchases of downloadable content (DLC), expansions, cosmetics, in-game currency, and Virtual Goods are generally non-refundable once delivered or consumed. Exceptions may apply in the following circumstances:

• The content was not delivered due to a technical error on our side
• The content was significantly different from what was advertised
• The purchase was made in error within 48 hours and the content has not been used or redeemed

We do not offer refunds for virtual currency that has been partially or fully spent, or for items obtained through loot boxes, gacha, or randomised reward systems once they have been opened.

Founder Packs, Early Access purchases, and crowdfunding-style bundles are purchased with the understanding that the product is still in development. By purchasing, you acknowledge that:

• The game or content may change substantially before or after full release
• Features listed may not appear in the final product
• Early access to the game does not guarantee a specific release timeline

Refunds on Founder Packs are available within 30 days of purchase, provided the content has not been accessed or redeemed. After that period, refunds will be reviewed on a case-by-case basis. In the event that a funded game project is cancelled entirely, we will make reasonable efforts to issue refunds or credits.

Physical merchandise may be returned or exchanged under the following conditions:

• The item is returned within 30 days of delivery
• The item is unused, in its original condition, and in its original packaging
• The item was not marked as final sale or limited edition at the time of purchase
• The item was damaged in transit or arrived defective (photo evidence required)

Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrectly fulfilled. Russet Studio is not responsible for delays or losses caused by third-party shipping carriers.

To initiate a merchandise return, please contact support@russetstudio.com with your order number and a description of the issue.

If Russet Studio offers subscription-based services (such as membership tiers, season passes, or community access plans), the following applies:

• Subscriptions renew automatically unless cancelled before the renewal date
• You may cancel your subscription at any time; access continues until the end of the current billing period
• Refunds for partially used subscription periods are not typically provided, except where required by law
• If a subscription billing error occurs, please contact us and we will resolve it promptly

To cancel a subscription or report a billing issue, contact support@russetstudio.com.

To request a refund, please follow these steps:

1. Email support@russetstudio.com with the subject line: "Refund Request — [Order Number]"
2. Include your full name, registered email address, and order number
3. Describe the reason for your refund request
4. For technical issues, include relevant screenshots, error messages, or system information

We aim to respond to all refund requests within 5 business days. Approved refunds will be processed back to the original payment method within 5–10 business days, depending on your bank or payment provider.

Repeated or abusive use of our refund process may result in restrictions on future purchases or account suspension.

For refund enquiries or billing support, please contact us at support@russetstudio.com or through our contact page. For sales and transaction enquiries: sales@russetstudio.com.