Refund Policy

Refund & Cancellation Policy

1. Digital Content & Right to Cancel

Due to the nature of digital goods and one-time delivery items, your right to cancel may be lost once delivery has begun.

This applies where:

• You have expressly requested immediate access to the digital content; and
• You have acknowledged that you would lose your right to cancel once delivery began.

Where digital content has been accessed, downloaded, claimed, activated, redeemed, or otherwise delivered following your consent to immediate delivery, the right to cancel no longer applies.

2. Successful Delivery

Delivery is deemed complete once:

• The digital gift link, key, file, access credentials, or redemption information has been made available to you; and
• Our system confirms successful delivery.

Once a buyer clicks and/or claims a gift link, the item permanently leaves our digital inventory and becomes bound to the buyer’s account. At that point, we no longer have any control over the item.

After successful redemption, the buyer is solely responsible for contacting Cloud Imperium Games (CIG) regarding any account, platform, or gifting-related issues.

We are not responsible for issues arising after successful redemption, including:

• Third-party account actions
• Platform restrictions
• Development changes
• Content modifications made by the original creator

3. No Returns / No Refunds After Claim

Due to the one-time gifting limitation of the Star Citizen platform, we accept absolutely no returns or refunds for any reason once an item has been successfully claimed, unless:

• We are able to confirm a failed delivery on our end; and
• The gift link can be successfully cancelled before being claimed.

4. Faulty or Misdescribed Digital Content

Under applicable consumer protection laws, digital content must be:

• As described
• Of satisfactory quality
• Fit for purpose
• Supplied with the legal right to supply

If the digital content is defective or not as described at the time of delivery due to our error, you may be entitled to a repair, replacement, or refund as required by law.

Claims must:

• Be submitted within a reasonable time;
• Include sufficient evidence of the alleged issue;
• Relate to the condition of the content at delivery.

In-game functionality issues caused by platform bugs, development changes, balancing updates, or third-party modifications are not grounds for refunds. Customers must engage directly with the game developer to resolve such issues.

5. Failed Delivery

If delivery fails or cannot be completed:

• We reserve the right to contact the buyer for updated information.
• If delivery still cannot be completed due to unforeseen or external circumstances, the transaction will be cancelled.
• The gift link will be rendered null and void.
• A refund will be issued only after we have successfully re-obtained the item from the Star Citizen Gifting System.

6. Customer Cooperation Requirement

Customers requesting refunds must cooperate with reasonable instructions to return or re-gift the item through the platform’s gifting system where technically possible.

Failure to comply may result in denial of the refund request.

7. Buyer-Requested Cancellations

If cancellation is requested by the buyer:

• If payment was made via PayPal, PayPal processing fees will not be refunded due to PayPal’s non-refundable fee policy.

Approved cancellations may be refunded either:

• As store credit with no additional cancellation fee; or
• To the original payment method, subject to a 15% restocking fee, deducted from the refund amount.

Refunds are not provided for change of mind once digital content has been accessed or delivered, except where required by law.

8. CCU’ed Ships & Melt Value Disclosure

Where ships or vehicles are labeled as “CCU’ed,” this means they were assembled using discounted Warbond upgrades.

As a result:

• Their melt value, also known as RSI credit exchange value, may be lower than the current retail price.
• This does not affect their upgrade value.
• Upgrade value corresponds to the full retail value in the RSI store.

LTI Hangar will not approve refund requests based on melt value being lower than retail price.

CCU’ed ships and vehicles are intended for retention or further upgrades, not exchange into RSI credits. Any decision to melt or exchange such items is made at the buyer’s own risk.

9. Flyable Status & Development Stage

Not all ships or vehicles are flyable at the time of sale. Some may be in active development.

In such cases:

• A loaner ship or vehicle may be provided by Cloud Imperium Games until the item becomes flyable.
• Buyers are responsible for checking flyable status before purchasing.

10. Alpha Development Disclaimer

Star Citizen is currently in an alpha development stage and may contain bugs, errors, incomplete systems, or balancing changes.

Cloud Imperium Games may, at its discretion:

• Change ship or vehicle characteristics
• Modify loadouts or equipment
• Adjust game packs or modules
• Rebalance items without notice

LTI Hangar is not responsible for changes made by the developer.

11. Order Cancellation Rights

LTI Hangar reserves the right to cancel any order at our discretion, including but not limited to:

• Sudden price changes from CIG
• Inventory errors
• Technical issues
• Suspected fraud
• Risk control or payment verification concerns

12. Fraud & Abuse

LTI Hangar is not responsible for buyer mistakes during the purchase process.

Any fraudulent activity may result in:

• Reporting of the LTI Hangar account involved
• Reporting of the buyer’s RSI account
• Reporting of associated PayPal accounts
• Submission of proof of delivery
• Reporting to appropriate authorities
  

13. Contact Information

If you have any questions about your order, refund request, delivery status, or this policy, please contact us at:

Email: support@starcitizenshop.com

We will review your request and respond as soon as possible.