They cannot take back what you got already as proper content (heroes, cards, …etc) but they can remove unopened packs, dust, (gold ?)
So if you ask for the refund you’ll keep heroes portraits and any cards you got from class packs. They might remove some dust for packs you opened from the offer but they will let you know about it. That’s also why they let signature cards from bugged packs to people.
I only asked what they were going to do for the refund process i.e. will you refund and let everyone keep the skins who bought them before the description was changed?
They took this as me actually asking for a refund even though I did not specifically ask for one. I was given back the 5000 runestones and 10 packs were taken from my account as well. The actual portraits did remain in my collection but eventually, they were removed and are now buyable again. Slyvannas is in the shop and Arthas is buyable from the portrait collection tab under the death knight class when you click on it. The description doesn't say it includes the initial 5 packs as well when it was originally offered. So now if I buy it again I'm out the 5 packs they took from me when they gave me a refund when I never asked for one?
I'm still waiting for a reply as to why they gave me a refund when I didn't ask for one. The people handling these requests do not comprehend the English language very well at all. The people writing the product descriptions apparently do not either.
The company clearly has a lack of quality control and I'm going to assume it stems from hiring people who check boxes instead of hiring people based on merit and competence.
As a player who has been here since closed beta and owns everything in the game, I am seriously debating about selling my complete blizzard account for whatever I can get for it and abandoning them for good.
The quality and delivery of the products are abysmal and I don't see that changing anytime soon in the near future.