This article describes refund and return policy of Eldorado across all categories. Keep in mind that these policies only affect Eldorado's decision in refunding orders when both parties are in disagreement.
You may always and it is recommended to contact the seller about product return in exchange for a refund, although sellers are not obligated to provide a refund if the order is as described.
You can request a refund by raising a dispute or contacting our 24/7 support live chat.
Refund requests are applicable within free (or extended if bought) warranty period.
Your refund can take up to 1 week to process.*
*Once order is cancelled you will receive funds in your Eldorado balance. From there we can issue a refund back to original payment method if paid by non-prepaid card. Contact us for a refund back to card!
Accounts
Your order is eligible for a refund, if:
The account was compromised.
The account was not delivered within the guaranteed delivery time.
The login details are wrong.*
The account is not full access (you were not provided email access and you are unable to change the email to yours).
The account is not as described and you have not altered the account by:
Changing login details;
Playing on the account;
Making purchases on or for the account;
Reselling the account.
*In case of dispute about login details not working, we’ll make sure the issue is handled fairly. We allow the seller at least 12 hours to investigate and address the problem before taking further steps to resolve it.
Your order is not eligible for a refund, if:
You purchased the order by mistake and it was delivered.
You changed the login details of the account (applicable to claims that the account was "not as described").*
You altered the account by playing on it or purchasing items for it.
The account was banned/shadow banned due to your actions (i.e. botting, toxic behavior, contacting game developers, etc.).
Evidence of the account being "not as described" or "not working" is shared on external platforms other than Eldorado.
The account was not purchased on Eldorado.
*You may always contact the seller and agree on returning the account in exchange for a refund or partial refund if the account is not damaged and may be sold again.
Boosting
Your order is eligible for a refund, if:
The seller has failed to fully deliver the order within guaranteed delivery time.
The seller caused harm to the account (e.g., continuous demotions, loss of status such as OSRS Ironman, ruined stats like pure accounts, etc.).
The seller used/took valuable items from the account without your permission.*
The seller changed the login details of your account without your permission.*
The seller used third-party programs, leading to account restriction or banning.*
*In such cases, please report the seller to us immediately.
Your order is not eligible for a refund, if:
You purchased the order by mistake and it was delivered.
Guaranteed delivery time has not passed.
The seller was unable to proceed with the boost due to lack of access to the account or interruptions from outside actions.
Evidence of incomplete delivery is shared on external platforms other than Eldorado.
The boost was not purchased on Eldorado.
The account was banned/shadow banned due to your actions (i.e. botting, toxic behavior, contacting game developers, etc.).
Currency & Items
Your order is eligible for a refund, if:
The seller has failed to fully deliver or fully send the order within guaranteed delivery time.
Seller has failed to notify you of certain risks (excluding RWT) that negatively impacted your account.
Seller has only partially delivered your order within the guaranteed delivery time.
Your account was affected by receiving currency or items obtained through cheating or fraud.
Your order is not eligible for a refund, if:
Items/currency were not bought on Eldorado.
The guaranteed delivery time has not yet passed.
Evidence of incomplete delivery is shared on external platforms other than Eldorado.
Your account was banned due to RWT or risks that were disclosed by the seller.
You provided a wrong account/character name and order was delivered.
You traded the items/currency back to a different account.*
*Never accept any trades after the trade between you and the seller has been completed.
Requesting Refunds
To request a refund:
Contact the seller first. If the order was not completed, they may cancel the order.
If there is a disagreement, raise a dispute.
Once a dispute is raised, our team will investigate and take appropriate action.
If your order is canceled, funds (minus any applicable fees) will be returned to your Eldorado balance. If you use your balance to place a new order, no additional charges will apply.
For refunds back to your original payment method, please contact our support team.
Refund Methods
Store Credit: Once an order is canceled, funds are first credited to your Eldorado account balance.
Original Payment Method: Refunds to the original payment method are available for all payment types. Contact support for more details.
Return Policy
If order is as described:
If the order matches its description, Eldorado does not mediate returns, and the seller is not obligated to accept the return. However, you may request a return if the goods are undamaged and there is no risk associated with returning them.
If the order is not as described:
You are obligated to request a return if the goods are undamaged and have not been altered by:
Changing login details;
Playing on the account;
Making purchases on or for the account;
Reselling the account.