Our refund and cancellation policy lasts 30 days. If 30 days have passed since your purchase, we can’t usually offer you a full refund, however, please contact us to discuss your requirements.

To be eligible for cancellation, your ordered work must not have already been carried out. If the work has been completed, and an aspect of the work does not meet the sales specifications a refund will be granted.

Some payment methods may not clear instantly, for example:

Clients who pay via Sofort: Sofort is a single-use, delayed notification payment method that requires customers to authenticate their payment. It redirects them to their bank’s portal to authenticate the payment, and it typically takes 2 to 14 days to receive notification of success or failure. Read more about Sofort payments here.

Projects/Orders will not commence until payments have fully cleared and or authorization is passed.

If your project has a deadline that is fast approaching, in order to prevent delays, use a payment method which clears instantly, i.e Credit or Debit Card.

Payments are handled securely by Stripe.com

Several types of services are exempt from being refunded.

Non-returnable items:

  • Gift cards
  • Downloadable software products

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

  • Any order that is cancelled more than 30 days after the project delivery is complete

Money-Back Guarantee

We offer a 30-day money-back guarantee on all purchases


Upon making a refund, or cancellation request, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Sale items

Only regular-priced items may be refunded. Fivemroleplay.com may however grant refunds for sale items where possible.


Exchanges are unlikely however you may contact us to find out where we can help.


If the item was marked as a gift when purchased and sent directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order sent to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Need help?

Call us or Contact us at [email protected] for questions related to refunds and returns.