Refund policy

Last updated November 5, 2026

How gem purchases, refunds and chargebacks work.

Who sells you gems

Gem payments are handled by Stripe. Stripe is the merchant of record for these sales: it takes the payment, works out any sales tax or VAT (shown at checkout before you pay), and sends your receipt. Your card details go to Stripe's own checkout page and never reach Willowmere.

Gems arrive right away

Gems are digital content, delivered to your account as soon as your payment goes through (usually within moments). Because they're yours to use straight away, purchases aren't automatically refundable once the gems have arrived.

Asking for a refund

If something went wrong, we want to make it right. Write to [email protected] and we'll look at your request ourselves, case by case. For example:

• you were charged but your gems never arrived,
• you were charged twice for one purchase,
• someone used your card or your account without your permission.

Please include your account number (it's on your Account page), the date and amount of the purchase, and the receipt from Stripe if you have it. Never send your card number. If we approve a refund, it goes back to the way you paid.

What happens to the gems

• A refund takes back the gems from that purchase: all of them for a full refund, or the refunded share (rounded up) for a partial one.
• A chargeback or dispute (asking your bank or card company to reverse the payment) takes back all the gems from that purchase.
• If you've already spent those gems, your gem balance can go below zero. While it's below zero, you can't buy anything in the Gem Store until it's back above zero. Things you already bought stay with you.

If something is wrong with a purchase, please write to us first. It's usually quicker for everyone than a chargeback.

Prices

Prices are shown in the Gem Store and on Stripe's checkout page before you pay. We may change gem prices or packs in the future; that never changes gems you already have.

Your rights under consumer protection law still apply. See also the Terms.