Last updated 23 September 2026.

This policy explains when we will and will not refund a store purchase. It sits alongside our Terms of Service.

The short version

Everything in our store is digital content that is delivered to your account immediately. Because of that, purchases are generally final and non-refundable. We will still put things right when something genuinely goes wrong, as set out below.

Your cancellation right

Under the UK Consumer Contracts Regulations you normally have 14 days to cancel a purchase made online. That right does not apply to digital content once delivery has started with your agreement. By completing checkout you ask us to deliver your purchase immediately and you accept that you lose the 14 day cancellation right once it has been delivered. This does not affect your legal rights if what we supplied was faulty or not as described.

When we will refund

• You were charged and received nothing. Payment went through but the rank, kit or credits were never applied, and we cannot deliver them.
• You were charged twice for the same purchase.
• The item was not as described on the store page, and we cannot correct it.
• You bought by mistake and have not used the purchase, and you tell us within 48 hours.

Refunds are made to the original payment method and normally reach you within 5 to 10 working days, depending on your bank.

When we will not refund

• You were banned or suspended for breaking the rules.
• You changed your mind after using the purchase.
• A wipe removed your base or items. Wipes are a normal part of Rust and are announced in advance.
• The server was offline, lagging, or you lost progress or loot.
• A perk was rebalanced, changed or removed to keep the server fair.
• You stopped playing, or the server closes at some point in the future.
• Credits that have already been spent.
• Someone else used your account to buy something.

How to ask for a refund

Open a ticket in our Discord at discord.gg/rusthaven within 14 days of the purchase and include your Steam name, the order number from your confirmation, and what went wrong. We aim to reply within 48 hours.

Chargebacks

Please talk to us before going to your bank or PayPal. A chargeback or dispute raised without contacting us first results in a permanent ban from our servers and Discord, and the removal of the purchase, whether or not the dispute succeeds.

Missing purchase? Try this first

Most "it never arrived" reports are fixed by rejoining the server, since some benefits are applied on your next connection. Check your account page on this site to confirm the order shows as delivered, then rejoin before opening a ticket.