Star Citizen refunds go through Cloud Imperium Games' support system, and the process depends on when you made your purchase and what you bought
Cloud Imperium Games handles Star Citizen refund requests through their official support portal at support.cloudimperiumgames.com. You'll need your RSI account login to submit a request. The company's refund policy covers purchases made within a certain timeframe and under specific conditions — mainly that you haven't logged into the game after your purchase, or that you're requesting within their stated window.
The timeline for a decision typically runs 5 to 10 business days after you submit your request. Refunds that are approved are then processed to your original payment method, which can take an additional 3 to 5 business days depending on your bank or payment processor. If you paid by credit card, the refund appears as a credit; if you used PayPal or another service, it returns to that account.
Key Takeaways
- Submit your refund request through support.cloudimperiumgames.com using your RSI account credentials.
- Cloud Imperium Games typically reviews requests within 5 to 10 business days and will notify you of their decision by email.
- Approved refunds return to your original payment method and take 3 to 5 additional business days to appear in your account.
- Refund may be able to access depends on your purchase date and whether you've accessed the game; check their current policy before submitting.
- If your request is denied, you can contact support to ask about the reason, though decisions are generally final.
What purchases are may be able to access for refund
Cloud Imperium Games' refund policy covers most in-game purchases and account transactions, but with important limits. Purchases made more than 30 days before your request are generally not refundable. Additionally, if you have logged into Star Citizen after making a purchase, that purchase typically becomes non-refundable — the company considers account access as acceptance of the transaction.
Ship purchases, cosmetics, and starter packages fall under this same rule. If you bought a ship package, logged in to fly it, and then requested a refund weeks later, the request will likely be denied. However, if you purchased something, realized it wasn't what you wanted, and requested a refund before ever launching the game, you have a much stronger case.
Some purchases tied to limited-time sales or special events may have their own restrictions. Check the terms at the time of purchase or contact support to confirm whether a specific item is refundable before you submit a request.
How to submit a refund request through the support portal
Go to support.cloudimperiumgames.com and log in with your RSI account email and password. Once logged in, click "Submit a Request" or look for a button labeled "New Ticket." Select "Billing & Account" or "Refund Request" from the category dropdown — the exact label may vary, but billing-related options are grouped together.
In the description field, explain what you purchased, when you purchased it, and why you want a refund. Be direct: state the purchase date, the item name, and whether you've logged into the game since buying it. Attach any relevant screenshots or order confirmation emails if you have them. The more specific you are, the faster support can review your case.
After you submit, you'll receive a ticket number via email. Save this number — you'll use it to check your request status or follow up if you don't hear back within two weeks.
Tracking your refund request status
Cloud Imperium Games sends email updates as your request moves through their review process. The first email confirms they received your ticket. A second email, typically within 5 to 10 business days, tells you whether your request was approved or denied.
If you don't receive an update within 10 business days, log back into the support portal and search for your ticket number. You can view the status there and add a comment if needed. Some requests take longer if support needs clarification — for example, if they can't find your purchase in their system and need you to provide additional details.
Once approved, the email will confirm the refund amount and tell you it's being processed to your original payment method. From that point, check your bank account or PayPal account for the credit. If you don't see it after 5 business days, contact your bank or payment processor to confirm it wasn't blocked or delayed on their end.
What to do if your refund request is denied
A denial usually means one of three things: you logged into the game after purchase, your request came in more than 30 days after the transaction, or support couldn't verify the purchase. The denial email should explain which reason applies to your case.
If you believe the decision was made in error — for example, if you're certain you never logged in, or if the purchase was within the window — reply to the denial email with additional information. Include screenshots of your account login history if you have access to it, or explain any other relevant details. Support will review your response, though they may not reverse a decision if the policy clearly wasn't met.
If the denial stands and you paid by credit card, you can also contact your card issuer to dispute the charge. This is a last resort and can affect your relationship with Cloud Imperium Games, but it's an option if you believe the charge was unauthorized or fraudulent.
Refunds for different payment methods
Refunds return to whatever method you used to pay. If you bought Star Citizen with a credit or debit card, the refund appears as a credit on that card's statement within 3 to 5 business days. If you used PayPal, the money goes back to your PayPal account, where you can then transfer it to your bank if you wish. If you paid through Steam, the refund goes to your Steam wallet as store credit.
Some payment methods take longer than others. International credit cards, for example, may take up to 10 business days. If you used a prepaid card that's no longer active, the refund may fail, and support will contact you to arrange an alternative method.
Keep your bank or payment processor's contact information handy. If a refund doesn't arrive within the stated timeframe, your bank can trace it and confirm whether it was sent. Cloud Imperium Games can provide a reference number showing the refund was issued; your bank uses that to investigate any delays.
Frequently Asked Questions
Can I get a refund if I've already spent money in the game?
No. If you've logged into Star Citizen after your purchase, that purchase is considered final. Spending in-game currency or buying additional items doesn't change this — the refund policy is based on account access, not on what you did after logging in.
How long do I have to request a refund?
Cloud Imperium Games typically allows refund requests within 30 days of purchase. After 30 days, requests are generally denied unless there are exceptional circumstances. Check their current policy on the support site, as this window may vary.
What if I bought a ship package as a gift for someone else?
The refund policy applies to the account that made the purchase, not the account that received the gift. If you bought it on your account and gifted it, you can request a refund on your account if you meet the may be able to access requirements. The recipient's account access doesn't affect your refund may be able to access.
Will a refund remove the ship or items from my account?
Yes. If your refund is approved, Cloud Imperium Games removes the purchased item from your account as part of processing the refund. You won't have access to the ship, cosmetic, or package after the refund is finalized.
What if support says they can't find my purchase?
This sometimes happens if the purchase was made under a different email address or account. Reply to support with any confirmation emails you received at the time of purchase, your transaction ID if you have it, or the credit card last four digits used. This helps them locate the transaction in their system.