Refund & Returns Policy

Last updated: July 2026 · The Obsidian Consortium (OB.CN) · Corp ID 98809146

1. Overview

The Obsidian Consortium operates three distinct types of purchases through our WooCommerce store, each with its own refund and returns policy. This page explains exactly what you can expect for each type.

Purchase TypeExamplesRefund WindowDelivery Method
ISK Purchases (In-Game Items)Doctrine ships, BPCs, salvage, isotopes48 hours (if contract not delivered)In-game contract
Real Money — Digital ItemsPLEX, skill injectors, skill extractors48 hours (if contract not delivered)In-game contract (after Stripe/PayPal payment)
Real Money — Physical MerchandiseOB.CN T-shirt, future merch30 days from deliveryPostal mail

2. ISK Purchases (In-Game Contract Delivery)

ISK purchases are paid in EVE Online ISK via in-game contracts. The refund policy depends on the contract status:

2.1 Contract Not Delivered (Full Refund)

If the in-game contract has not been created within 48 hours of your order:

  • Contact an officer in Discord immediately.
  • Your order is cancelled — no ISK has been charged (ISK is only transferred when YOU accept the contract).
  • You may re-place the order at the current ISK price (which may have changed due to market fluctuation).

2.2 Contract Delivered but Not Accepted (Cancel)

If the contract has been created but you have not accepted it:

  • You can simply decline the contract in-game. The order is automatically cancelled.
  • No ISK is transferred — contracts are item-exchange with ISK payment on acceptance.
  • No refund processing needed.
  • Contracts expire automatically after 2 weeks if neither accepted nor declined.

2.3 Contract Accepted (No Refund)

Once you accept the contract, the ISK is transferred from your wallet and the items appear in your hangar. No refunds are available after acceptance, because:

  • The items are now in your possession in-game.
  • ISK cannot be reversed once a contract is completed.
  • You can always resell the items on the in-game market if you change your mind.

2.4 Wrong Items Delivered

If the contract contains items different from what you ordered:

  • Do not accept the contract. Decline it and contact an officer in Discord within 7 days.
  • We will issue a new contract with the correct items at no extra charge.
  • If you already accepted the wrong contract, contact us within 7 days. We will create a new contract with the correct items + a return contract for the wrong items (at our expense).

3. Real Money Purchases — Digital Items

For real-money purchases of digital items (PLEX, skill injectors, skill extractors), payment is processed by Stripe or PayPal. The in-game contract is created within 24 hours of payment confirmation.

3.1 Contract Not Delivered (Full Refund)

If the in-game contract is not created within 48 hours of your payment:

  • Contact an officer in Discord with your order number.
  • Full refund via the original payment method (Stripe or PayPal) within 5 business days.
  • The refund will appear on your credit card / PayPal account within 5-10 business days after we initiate it (depends on your bank).

3.2 Contract Delivered but Not Accepted

If the contract has been created but you have not accepted it within 7 days:

  • The contract expires automatically.
  • Contact us to either: (a) re-issue the contract, or (b) process a full refund.
  • Refunds are processed within 5 business days via the original payment method.

3.3 Contract Accepted (No Refund)

Once you accept the contract, the digital item (PLEX, injector, etc.) is in your possession. No refunds are available because:

  • The item has been transferred to your EVE Online account.
  • We cannot reverse an in-game contract after acceptance.
  • CCP does not support reversal of PLEX or skill injector transfers.
  • You can resell the item on the in-game market if you change your mind.

3.4 Payment Failed but Contract Created

In rare cases, a payment may fail after the contract is created (e.g. credit card chargeback, PayPal dispute). In this case:

  • Do not accept the contract. The contract will be cancelled by an officer.
  • If you already accepted the contract, you must return the items via a new contract to "OB.CN Buyback" within 7 days, or we will file a dispute with CCP for RMT violation.

4. Real Money Purchases — Physical Merchandise

For physical merchandise (currently the OB.CN T-shirt), the standard 30-day return policy applies.

4.1 Defective or Wrong Item (Full Refund or Replacement)

If the item arrives defective, damaged, or is the wrong size/product:

  • Contact us via Discord within 30 days of delivery with a photo of the defect/error.
  • We will send a replacement at no charge (we cover return + reshipping), OR issue a full refund (including original shipping cost).
  • Refund is processed within 5 business days via the original payment method.

4.2 Lost in Transit (Full Refund)

If tracking shows the package was never delivered:

  • Wait 30 days from the shipping date (to allow for postal delays).
  • Contact us via Discord with your order number.
  • We will file a lost-package claim with the postal carrier and issue you a full refund or reshipment (your choice).

4.3 Changed Your Mind (Exchange Only, No Refund)

If the item is correct but you want a different size or simply changed your mind:

  • No cash refund — we do not accept returns for buyer's remorse.
  • Size exchange is available within 30 days of delivery. The item must be unworn and in original condition.
  • You pay return shipping; we pay shipping for the new size.
  • Contact us via Discord to arrange the exchange.

4.4 Return Shipping

For defective/wrong-item returns, we provide a prepaid return label (EU/NA only). For other regions, we reimburse return shipping up to $15 USD upon receipt of the returned item.

5. How to Request a Refund

  1. Join our Discord — this is the fastest way to reach an officer.
  2. Open a ticket in the #store-support channel with:
    • Your order number (from the WooCommerce order confirmation email)
    • Your EVE Online character name
    • A description of the issue
    • Screenshots if applicable (e.g. wrong contract contents)
  3. An officer will respond within 24 hours (usually much faster — we have officers in EU, US, and AU time zones).
  4. If approved, the refund is processed within 5 business days for real-money purchases, or immediately for ISK purchases (just decline the contract).

Alternatively, email support@obsidianconsortium.space — but Discord is faster.

6. Chargeback Policy

If you initiate a chargeback with your credit card company or PayPal without first contacting us:

  • We will contest the chargeback with evidence of delivery (contract acceptance logs, in-game screenshots).
  • Your EVE Online character will be flagged in our system — future orders will require ISK payment only (no real money).
  • If the chargeback is for an accepted in-game contract, we will report the matter to CCP as a potential RMT (Real Money Trading) violation, which may result in your EVE account being banned.

Please contact us first — we are reasonable people and will work with you to resolve any issue.

7. SRP (Ship Replacement) — Not a Refund

SRP is a separate program from refunds. SRP reimburses you for ships lost during official OB.CN fleet operations — it is not a refund for a purchase. SRP claims are submitted on the SRP page, not through this store's refund process.

If you purchased a doctrine ship from this store and lost it in a fleet op, you can submit an SRP claim for the same value — effectively getting the ship replaced for free. See the SRP page for eligibility requirements.

8. Buyback Program — Not a Refund

The Buyback Program is also separate from refunds. If you purchased items from this store and want to sell them back, use the Buyback page — we will buy them back at 90% of Jita buy price. This is not a refund; it is a market transaction.

9. Currency

All real-money refunds are processed in USD, the same currency you paid in. If your bank converts to a different currency, exchange rate differences are your responsibility — we refund the exact USD amount you paid.

ISK refunds are not applicable — ISK is only transferred when you accept a contract, so there is nothing to refund.

10. Timeline Summary

ScenarioAction RequiredTimeframe
ISK contract not deliveredContact DiscordWithin 48 hours of order
ISK contract delivered, not acceptedDecline the contractAnytime before 2-week expiry
ISK contract acceptedNo refund (resell on market)N/A
Real money, contract not deliveredContact Discord for refundWithin 48 hours of payment
Real money, contract acceptedNo refund (resell on market)N/A
Physical merch — defectiveContact Discord with photoWithin 30 days of delivery
Physical merch — lost in transitContact Discord30 days after expected delivery
Physical merch — changed mindExchange for different sizeWithin 30 days, unworn, return shipping at your cost

11. Changes to This Policy

We may update this Refund & Returns Policy at any time. Material changes will be announced in Discord and on the /news/ page. The policy in effect at the time of your purchase applies to that purchase.

12. Contact

For refund questions or to request a refund:

  • Discord: #store-support channel (preferred — fastest response)
  • Email: support@obsidianconsortium.space
  • In-game: Convo Alex Drax (CEO) or Mira Vosh (Director · Industry)

© 2026 The Obsidian Consortium (OB.CN). EVE Online and all related trademarks are property of CCP hf.