When you play a game for the first time, you want it to rock — to be worth all you spent on it. We want that, too. And while we can't guarantee that you'll never come across a glitch, we’ll do what we can to make it right if something goes wrong.

That’s why we call it the Great Game Guarantee: if you don't think it’s great, return it.

What's refundable?

You may return eligible EA full game downloads (PC or Mac) and participating third-party titles purchased on the EA app or Origin for a full refund.

What if my new game doesn't work?

If you buy a new EA game within 30 days of its release date and can’t play it due to problems outside of your control like:

• Server issues
• Bugs
• Other technical issues on our side

You can request a refund within 72 hours after you first launch the game instead of 24.

Consumers in some jurisdictions may have additional rights to remedies including refunds where the game is faulty. Read our article on EA’s warranty policies for more information.

What can't I get a refund on?

• You can only return the same game twice. Once you've gotten two refunds for a game, you can buy it again — but you won’t be able to get a third refund.
• If you bought a bundle of games, including games with extra content, all games and content have to be returned together.
  • Certain game editions that include virtual currency and/or content packs are excluded from the Great Game Guarantee.
• Downloadable content (DLC) and in-game currencies are not refundable if purchased separately.

Review the full Great Game Guarantee policy details on ea.com.

Request a refund right here on EA Help. You’ll be able to see if your games are eligible for the Great Game Guarantee. If you have games that qualify for a refund, you can complete and submit the refund request form.

How do I check my refund status?

To check the status of your return:

1. Go to the My Account page.
2. Click on the Order History tab.

If your refund doesn’t appear in My Cases, and the processing time for your payment method has passed, contact us so we can help you out.

When you contact us for help, we may need your Client_log file to verify your eligibility for the refund. Here’s how you can find it: 

PC

1. Hold the Windows key + R.
2. In the command box that opens, type %AppData% then click OK.
3. Click on AppData in the address bar.
4. Open the Local folder, then the Origin folder, then open Logs. You should see the Client_log file in this folder.

Mac

1. Go to the Finder menu.
2. Click File, then New Finder Window.
3. Press Cmd + Shift + G.
4. Search for ~Library/Application Support/Origin/Logs. You should see the Client_log file in this folder.

Once you find the Client_log file, attach it to your case when you contact us.

Some payment methods may be non-refundable

For some other payment methods, including BoaCompra, you will have to contact us directly to request a refund. Read more about payment methods and refunds here.

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.

EA Play for PC memberships are not refundable. There are some exceptions to this that allow us to offer refunds under certain circumstances.

Looking for information about Pogo? Check out our article on how to cancel your Club Pogo subscription.

To find out more, get in touch with us.