Contact Support within 7 days of buying, before you use what you bought. The full rules are in the Highrise Refund Policy. Support checks whether your purchase qualifies; asking doesn't guarantee a refund.
What can be returned?
Under the Refund Policy, purchases that are still unused within 7 days, for example:
A pack or bundle you haven't opened
Gold from the purchase that's still in your balance
Items you haven't traded, sold, or bound to your account
What can't be returned?
Results of Grabs, Blind Boxes, Lucky Wheel spins, and Crew Gifts once you spin or open them
Gold you've already spent and items you've used or traded
Event items after the event has ended
How do I request one?
Don't spend the Gold or open the items.
Open Settings in the app and tap Support Center.
Say you want a refund and include your username, what you bought, where you paid (Apple, Google Play, Steam, or the web store), the date, and a screenshot of the receipt.
If your purchase qualifies, Support usually offers to swap it for a pack of the same value or turn it into Gold first. The Refund Policy explains the order Support works through.
Can I ask Apple, Google, or Steam instead?
Yes. Purchases through the Apple App Store, Google Play, or the web store's payment provider follow that company's own refund rules and time limits, and the Highrise Refund Policy explains how that works:
Google Play: https://support.google.com/googleplay/answer/2479637
Steam (for purchases made before Steam purchases were turned off): https://help.steampowered.com
Highrise doesn't decide those requests. If a store refunds you, Highrise may take back the Gold and items from that purchase. Refunding something you've already spent or traded can lead to a balance adjustment or restrictions on your account, so keep the purchase unused until the request is settled.
What about Highrise+?
Highrise+ is a subscription billed by Apple or Google, so refunds go through them. See How do I cancel Highrise+?
My purchase never arrived. Is that a refund?
No, that's a delivery problem and Support can fix it. See I paid for Gold or a pack but didn't receive it.
Never share your password, full card number, or security codes with anyone, including Support.