Refunds: Steam vs. Fenris – Who to Contact

When purchasing EVE Online subscriptions, PLEX, or packs, it’s important to know who to contact if you need a refund. The process depends on where you made your purchase.

Purchases Made on Steam

If you bought Omega time, PLEX, or other packs through Steam, then Steam will handle your refund request, not Fenris.

• Refunds are processed through Steam Support.

• Fenris cannot issue refunds for Steam purchases, since the payment was handled by Valve.

• Steam’s refund policy applies (typically within 14 days of purchase and with less than 2 hours of in-game use for packs).

How to request a Steam refund:

1. Open your Steam Client or visit Steam Help.

2. Go to Help → Steam Support.

3. Select EVE Online.

4. Choose the product (Omega subscription, PLEX, or pack).

5. Click I would like a refund and follow the instructions.

Purchases Made on the Fenris Creations Store

If you purchased directly from the EVE Online Webstore (Fenris Creations Store), refund requests must go through Fenris Support.

• Fenris' own payment processors handle these transactions.

• Refund eligibility will depend on Fenris' policies and Terms of Service.

How to request a Fenris refund:

1. Go to the EVE Online Support Center.

2. Log in with your EVE account.

3. Click Submit a Request.

4. Open a Billing & Account → Payments & Purchases ticket.

5. Provide details of your purchase (transaction ID, date, product).