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Returning a physical product

Orders of physical products placed through the Ubisoft Store may be returned free of charge within 14 days of the original delivery date, unless otherwise specified. We will not be able to accept requests for a return after that date.

Returned items must be in their original condition, including packaging, tags, booklets, and labels. Video games, merchandise and sealed collectibles become ineligible for return once opened.

For clothing and accessories, all items need to be in their original condition upon return. This means unwashed, unworn (except to try on) and with no imperfections, such as dirt or animal hair.

Toys, games and collectibles must be returned to our processing centre in the original packaging.

Products outside of their original factory condition are not returnable and will not be refunded. 

Please do not include additional items that were not approved in the original request.

To request a return, please get in touch and include:

•  Photos of the item(s) you are looking to return, showing clearly that they remain sealed or in delivery condition front
•  Photos of the packaging itself (if applicable)
•  Ubisoft Store order number

Please note that refunds may not be available for games from which you have been banned or if you have otherwise violated any of Ubisoft’s terms (for example, our Terms of Use, Terms of Sale, or any Code of Conduct). In addition, you may not be eligible for refunds if you appear to be abusing our refund policy. Refunds are not intended to be used to enable abuse of our systems or communities.

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