• [ANNOUNCEMENT] New Restoration Policy

    November 25th, 2019

    Hello El Gang,

    Presented below is the new Item Restoration/Exchange Policy. This policy provides the details associated with the services we offer regarding any and all restoration, return or exchange requests due to items that may have been lost due an accident.
    Please keep in mind that we will not honor requests for restoration, return or exchange that exist beyond the parameters listed below.
     

    Item Restoration/Exchange Request:

    If a player wishes to restore, return or exchange an item, you must submit a ticket via the Game Support Ticket system via the Elsword Online website.
    You will be allowed to have your items restored/exchanged 1 time per year, starting from the last requested restoration.
    (This service will be allowed 1 time per year, per account, not per category)

    Items from the Item Mall

    • The Restoration Policy can be used 1 time per year, per account. A ticket must be submitted within 3 days of the incident.
      • Will Restore:
        • If a player accidently gifted an item for the wrong Player or Character
        • If a player accidently bought the wrong item
      • Will Not Restore:
        • If the item is already opened/used
        • If the item is applied immediately upon purchase

    In-game Items

    • The Restoration Policy can be used 1 time per year, per account. A ticket must be submitted within 3 days of the incident.
      • Will Restore:
        • Only the items listed below
        • Reason: NPC Resell, Discard, Pet Food
    Restorable Items Reason
    Apocalypse Type-Void Weapon Discarded, Pet Food, Resell
    Elrianode Set Discarded, Pet Food, Resell
    Amethystine Prophecy Set Discarded, Pet Food, Resell
    Raid Weapon/Accessory Discarded, Pet Food, Resell

     

    Mail Items

    • The Restoration Policy can be used 1 time per year, per account. A ticket must be submitted within 3 days of the incident.
      • Reason: Sent to the wrong recipient
        • We will offer restoration only if the recipient hasn’t used the item
        • When restoring, the mail that was sent to the wrong player will be deleted and the item will be returned to the sender
      • Will Restore:
        • ED, Rare Costumes/Accessory (Ice Burners)
      • Will Not Restore:
        • Items and ED that cannot be retrieved because the recipient already opened the mail
        • Items with a deletion or expiration date
        • Items with sockets, seal counts, and enhancement stages
        • If it’s not possible to check the objective data of the item in question
        • Items lost due to account sharing will not be restored
        • If the recipient deleted the mail without receiving the item

    Please be aware that although we wish to satisfy every restoration request, restoration of any kind is not guaranteed.
    Restorations are offered as a courtesy, and all restoration requests are graded on a case by case basis.
    Requests regarding circumstances and/or items that exist beyond the scope of what has been detailed above will not be considered for restoration.
    The KOG Games Restoration Policy is offered at the sole discretion of the company. In all cases, the company has the final say as to the outcome of any restoration request.

    As such, all pending cases will be managed based on the new, aforementioned Restoration Policy.

    • Facebook
    • Twitter
    • Digg
    • StumbleUpon
    • del.icio.us
    • Google Bookmarks
    • Reddit