Customer Protection
Customer Protection Policy
Purchase Protection
By making a purchase on our website, you are guaranteed to receive the correct item exactly as advertised. If we are unable to deliver the item, we will offer either a replacement or a full refund. You may choose whichever option you prefer.
All items we sell come from our own inventory and are covered by our after-sale protection policy.
After-Sale Protection
In the extremely rare event that there is any issue with an item during delivery or within up to 6 months after the delivery has been completed, we will conduct an investigation. If it is determined that we are at fault, we will provide either a replacement or a refund.
In most cases, this will result in a full replacement, a full refund, or an upgrade to a better item if the exact replacement is unavailable.
Star Citizen In-Game Changes Notice
Please note that Star Citizen is currently in an early alpha stage and remains under active development. As a result, in-game items may be rebalanced, adjusted, or changed over time.
We are not responsible for such changes, nor for any bugs or in-game issues related to the current state of the game. If you experience unusual item performance or a persistent bug, we kindly recommend completing a character reset.
Resolution Timeline
We will investigate complaints regarding delivered digital goods within 14 days from the date the complaint is submitted. If the issue involves third-party software, we will assist the customer in contacting the game developer, but we cannot guarantee a specific resolution timeframe.
Mediation
If a dispute cannot be resolved directly, customers may refer the matter to an independent dispute resolution body or the relevant consumer protection authority. Contact information for these organizations is available upon request.
Game Packages
Game Packages include access to Star Citizen and/or Squadron 42.
You can confirm this by checking if the pledge contains a digital download for either game.
Standalone Ships / Vehicles
Standalone items include only the ship or vehicle itself and do not grant game access.
They usually come with insurance and a hangar, and sometimes extra items.
If the vehicle is not yet flight-ready, a temporary loaner will be provided.
CCU’d Ships / Vehicles
A CCU’d ship is created by upgrading a lower-cost LTI base ship into a higher-value final version.
This method allows access to discounted LTI ships, and those savings are passed on to you.
Important notes:
The gifting email may show only the base ship
The final upgraded ship appears in your in-game hangar
If melted, only the original base pledge remains
Original Concept
Concept ships are early-stage releases from CIG, often including the best bonuses such as LTI and extra items.
These versions are highly collectible since later releases usually don’t include the same perks.
CCU (Cross-Chassis Upgrades)
CCUs allow you to upgrade from one ship or vehicle to a higher-value one.
Only the ship changes — all other items like insurance and hangar remain the same.
Note: You cannot upgrade to a ship of equal or lower value.
Warbond CCU
Warbond CCUs must be purchased with cash (not store credit).
They often include added benefits such as discounts, improved insurance, or bonus items.
UEC (Release Currency)
UEC is the currency used when the game officially launches (version 1.0).
It won’t appear in your balance until that time.
aUEC (Test Currency)
aUEC is the current in-game testing currency.
Starting amounts depend on testing conditions set by CIG and may include temporary adjustments.
Insurance
All ships come with insurance durations ranging from a few months to Lifetime Insurance (LTI).
Insurance timers will only begin once the game officially launches.
LTI is the most valuable option as it removes the need for future renewal costs.
