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For information about warranties, read the policy for your region.

Global

What is the Great Game Guarantee?

EA offers the Great Game Guarantee under which refunds may be available for certain purchases of full game downloads made via Origin. Learn more about refunds and the Great Game Guarantee.

The Great Game Guarantee is in addition to your statutory consumer rights described below.

How do I cancel my order?

Once you have submitted an order we will not be able to cancel it, as orders are processed upon completion. Pre-orders of products can be cancelled until your order is released for fulfillment.

For information specific to your region/country, please see below.

Contact us for help before you submit a chargeback on your account

If you are entitled to a refund from EA please contact us. Our processes are set up to ensure that all rightfully claimed refunds are granted. We automatically lock any account where a chargeback is requested to prevent fraud. If your account is locked due to suspected fraud, we’ll send you an email with more information, including how to contact us if you think your account has been locked in error.

Right of Withdrawal

EU and UK consumer law includes a Right of Withdrawal, which is a right to cancel orders of digital content purchased online within 14 days from the date of purchase, if the content has not been downloaded, but only under certain circumstances.  You lose your right to cancel if you download the content within the first 14 days from date of purchase, or upon expiry of the 14 days, whichever is sooner.  

Statutory rights

As a consumer, you have certain statutory rights under local law, in relation to physical products purchased. These are your legal rights and may allow you to request a repair, a partial refund, or a full refund or replacement for a faulty EA game or other offering from the retailer that you bought it from.

For detailed information, see below:

Australia

What are my statutory rights under the consumer guarantee provisions of the Australian Consumer Law?

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

  • to cancel your service contract with us; and
  • to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

These rights apply to both physical (or hard copy) games as well as digitally downloaded games.

These statutory rights cannot be excluded under the Australian Consumer Law. More information about your rights under the consumer guarantees provisions of the Australian Consumer Law can be found on the Australian Competition & Consumer Commission website.

Austria and Germany

Statutory rights

As a consumer in Germany and Austria, you have certain statutory rights under local law. These are your legal rights and may allow you to request a repair, a partial refund, or a full refund or replacement for a faulty EA game or other offering from the retailer that you bought it from.

For detailed information, visit the Consumer Website in German.

Denmark

Statutory rights

As a consumer in Denmark, you have certain statutory rights under local law. These are your legal rights and may allow you to request a repair, a partial refund, or a full refund or replacement for a faulty EA game or other offering from the retailer that you bought it from. 

For detailed information, visit the Denmark Consumer website.

Finland

Statutory rights

As a consumer in Finland, you have certain statutory rights under local law. These are your legal rights and may allow you to request a repair, a partial refund, or a full refund or replacement for a faulty EA game or other offering from the retailer that you bought it from.  

For detailed information, please visit the Finland Consumer website.

France

Statutory rights

As a consumer in France, you have certain statutory rights under local law. These are your legal rights and may allow you to request a repair, a partial refund, or a full refund or replacement for a faulty EA game or other offering from the retailer that you bought it from. 

For detailed information, visit the French Consumer website.

Article 1641 of the Civil Code

The seller is bound by a guarantee in relation to any hidden defects of the product sold which render it unsuitable for the use for which it is intended, or which diminish the use so much that the buyer would not have acquired it, or would have paid a lower price, if he had known of such defects.

Article 1648 of the Civil Code

An action resulting from hidden defects must be brought by the buyer within two years from the discovery of the defect.  In the case provided for by article 1642-1, the action must be brought, at risk of foreclosure, within one year from the date on which the seller may be discharged from apparent defects or defects of conformity.

Article L211-4 of the Consumer Code

The seller is required to deliver a product in accordance with the contract and is liable for any non-conformity existing at the time of delivery.

The seller is also responsible for any non-conformity resulting from the packaging, the assembly instructions or the installation when it was provided under the contract or was carried out under its responsibility.

Article L211-5 of the Consumer Code

To comply with the contract, the product must:

  1. Be fit for the usual expected use of a similar product and, where appropriate:
    • correspond to the description given by the seller and possess the qualities presented to the buyer in the form of a sample or a model;
    • present the qualities that a buyer may legitimately expect given the public statements made by the seller, the producer or his representative, in particular in advertising or labeling;
  2. Or have the characteristics defined by mutual agreement of the parties or be fit for any special purpose sought by the buyer, made known to the seller and that the latter has accepted.

Article L211-12 of the Consumer Code

Any action resulting from non-conformity with the contract must be initiated within two years from the delivery of the product.

Italy

Statutory rights

As a consumer in Italy, you have certain statutory rights under local law. These are your legal rights and may allow you to request a repair, a partial refund, or a full refund or replacement for a faulty EA game or other offering from the retailer that you bought it from. 

For detailed information, visit the Italian Consumer website

Japan

Statutory rights

As a consumer in Japan, you may have certain statutory rights under local law with respect to defective goods and/or services. Please contact the retailer who originally sold you the EA game or other physical media.  

Korea

Statutory rights

As a consumer in the Republic of Korea, in addition to a right of withdrawal set out below, if digital content you have purchased is faulty or defective you are entitled by law to claim a refund within one of the following time periods, whichever ends earlier: 

  • 3 months from the date of delivery of digital content 
  • 30 days after you become aware of the defect in the digital content. 

You will not be entitled to claim a refund if 

  1. you are responsible for causing the fault or defect in the product; or 
  2. any of the time periods specified above have expired.

You may have certain statutory rights under local law with respect to defective physical goods. Contact the retailer who originally sold you the EA game or other offering on physical media.  

More information about the Great Game Guarantee is available here.

Right of Withdrawal

Customers in the Republic of Korea have the right to withdraw from their purchase within 14 days after the date of delivery of digital content. Please note that delivery of digital content is considered to be the time and place that you get the digital content. You will lose your right of withdrawal when you have accessed or downloaded the digital content. See the Terms of Sale for more information.

Mexico

Statutory rights

As a consumer in Mexico, you have certain statutory rights under local law. These are your legal rights and may allow you to request a repair, a partial refund, or a full refund or replacement for a faulty EA game or other offering from the retailer that you bought it from. 

For detailed information, visit the Mexico Consumer website.

The Netherlands

Statutory rights

As a consumer in the Netherlands, you have certain statutory rights under local law. These are your legal rights and may allow you to request a repair, a partial refund, or a full refund or replacement for a faulty EA game or other offering from the retailer that you bought it from.

For detailed information, visit the Netherlands Consumer website.

Norway

Statutory rights

As a consumer in Norway, you have certain statutory rights under local law. These are your legal rights and may allow you to request a repair, a partial refund, or a full refund or replacement for a faulty EA game or other offering from the retailer that you bought it from. 

For detailed information, visit the Norwegian Consumer website.

Poland

Statutory rights

As a consumer in Poland, you have certain statutory rights under local law. These are your legal rights and may allow you to request a repair, a partial refund, or a full refund, or get a replacement for a faulty EA game or other offering from the retailer that you bought it from.

For detailed information, visit the ECC-Net website.

Portugal

Statutory rights

As a consumer in Portugal, you have certain statutory rights under local law. These are your legal rights and may allow you to request a repair, a partial refund, or a full refund, or get a replacement for a faulty EA game or other offering from the retailer that you bought it from.

For detailed information, visit the Portugal Consumer website.

Russia

Statutory rights

As a consumer in Russia, you have certain statutory rights under local law. These are your legal rights and may allow you to request a repair, a partial refund, or a full refund or replacement for a faulty EA game or other offering from the retailer that you bought it from. 

Spain

Statutory rights

As a consumer in Spain, you have certain statutory rights under local law. These are your legal rights and may allow you to request a repair, a partial refund, or a full refund or replacement for a faulty EA game or other offering from the retailer that you bought it from. 

For detailed information, visit the Spain Consumer website

Sweden

Statutory rights

As a consumer in Sweden, you have certain statutory rights under local law. These are your legal rights and may allow you to request a repair, a partial refund, or a full refund or replacement for a faulty EA game or other offering from the retailer that you bought it from. 

For detailed information, visit the Consumer Authority website.

Switzerland

Statutory rights

As a consumer in Switzerland, you have certain statutory rights under local law. These are your legal rights and may allow you to request a repair, a partial refund, or a full refund or replacement for a faulty EA game or other offering from the retailer that you bought it from. Please note, however, that you don’t have a statutory right to withdraw under Swiss law.

For detailed information, visit the Swiss Consumer website.

Taiwan

Statutory rights

As a consumer in Taiwan, you may have certain statutory rights under local law with respect to defective goods and/or services. 

Please contact the retailer who originally sold you the EA game or other physical media.  

Right of Withdrawal

Residents of Taiwan have the right to withdraw from their purchase, which is a right to cancel orders of digital content purchased online within 14 days from the date of purchase. 

Please note that delivery of digital content is considered to be the time and place that you get the digital content. You will lose your right of withdrawal when you have accessed or downloaded the digital content. See the Terms of Sale for more information.

United Kingdom

Statutory rights

As a consumer in the United Kingdom, you have certain statutory rights under local law. These are your legal rights and may allow you to:

  1. get a refund or replacement for a faulty EA game or other offering on physical media from the retailer who originally sold it to you, or
  2. request a repair or replacement for faulty digital content.

For detailed information, visit the Citizens Advice website.

United States and Canada

We warrant to the original purchaser of an EA product that the product is free from defects in both materials and workmanship for 90 days from the day you bought it.

If the product is found to be defective within those 90 days, please return it to the original retailer together with proof of purchase.

This warranty does not apply to discs that have been damaged by you through accident, misuse, or excessive use.

We are not responsible for any damages that are caused by possession, use, or malfunction of this product. That includes damage to property and, to the extent permitted by law, damages for personal injury, even if we have been advised of the possibility of those damages. Some jurisdictions do not allow limitations to how long an implied warranty lasts, so the limitations described above may not apply to you. In those jurisdictions, our liability is limited to the fullest extent permitted by law. This warranty gives you specific rights. You may also have rights that vary between jurisdictions.

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