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Seems like the refund policy is in question/flux at this time. I have seen it swing both in a person favor or against them. I am documenting this in the event that it is deleted on the official forums.
While Cyptic is now dictated by the Policy of Perfect World, there was similar issues during the launch of STO. Where some users were given refunds and other users had to restore to more drastic measures.
In short, if you pre-order anything be damned sure you really want it.
Please note that I have not purchased any preorders packs for Neverwinter.
Original thread can be found here.