Badly labelled cash shop product, crystal refund

So I did as much research as possible and read that in game costumes are dyeable. Or at least, the new ones are and if they arn’t dyeable, it is stated. So I bought the ‘Destructive Element Skin Set’ for the Sorceress thinking it would be dyeable, as it lists a bunch of things it’s not in the shop. Dyeable not being one of those. Upon receiving the items, they all say ‘not dyeable’.

I got in touch with customer support and it appears as though the CS reps struggle to read simple english. The first response asked for my DXDiag and game logs from AppData. Okay lol, I replied with the original issue and explained to the rep that they don’t need either of those.

I then heard back from another rep telling me that lost ark purchases including those made via the steam wallet are non-refundable. Which is fine, I wasn’t asking for a refund of the money paid. Rather, I’d like a refund of the in-game currency so I can get a different outfit for a different character, given that the one I purchased is incorrectly labelled.

Some images to describe the issue:
In the cash shop:
The item itself:


All I can say is good luck. If support for this game is anything like New World’s, I wouldn’t hold your breath.

Looks like they are going with a copy paste ‘Lost Ark purchases are nonrefundable, including in-game purchases .’. This is basically a scam isn’t it?

1 Like

Hi @Hummy

Welcome to the Lost Ark Forum!.

I’m so sorry for the misunderstanding in you contact with the live support channel.

I would like to respond to your question about it by saying you that that the information given to you in the second contact was the correct information about the purchased in game-store.

The item Lost Ark purchases are nonrefundable, including in-game purchases made through your Steam Wallet but what you ask I’m very sorry to tell you that is not possible either to restore the gems.

Also you can find more information in the Amazon Games Terms of Use:

Hope this information help you! :wolf: