Refund Policy

SKINS24 strives to ensure a fair and straightforward refund experience. Every item sold on our marketplace is a digital CS2 cosmetic asset delivered through Steam trade offers. Given the digital nature of these goods, eligibility for a refund is determined by the stage of the transaction and the specific circumstances involved. This policy clarifies when refunds may be granted, how to submit a request, and the associated timeframes.

You are entitled to a full refund under any of the following circumstances:

Non-Delivery: The item you purchased was not delivered to your Steam account within the anticipated timeframe, and our support team has verified the delivery failure.

Item Misrepresentation: The item received differs significantly from the listing description — for example, an incorrect wear value, wrong item variant, or missing advertised attributes such as StatTrak or Souvenir status.

Technical Failure: A platform error, API malfunction, or system fault prevented the transaction from completing successfully.

Duplicate Charges: You were billed multiple times for a single transaction due to a payment processing fault.

Unauthorised Transaction: A purchase was made without your consent, provided you notify us within a reasonable period.

Refunds will not be provided in the following scenarios:

Completed Transactions: Items that have been successfully delivered to your Steam inventory and whose trade offer has been accepted. Once delivery is confirmed, the sale is final.

Change of Mind: You decided against a purchase after payment was processed or after accepting the trade offer.

Market Value Fluctuations: The item's market price declined following your purchase. Item values are inherently volatile, and SKINS24 does not guarantee price stability.

Incorrect Selection: You bought the wrong item variant, condition, or listing. We recommend verifying all item details carefully before completing a purchase.

Account Restrictions: Delivery could not be completed due to restrictions on your Steam account — such as trade bans, community bans, or a missing or outdated trade URL that you did not update.

To initiate a refund request, contact our support team at support@skins24.co.uk and include the following: your order ID or transaction reference; your Steam ID; a clear description of the problem; and any relevant supporting evidence such as screenshots or error messages.

Please file your request promptly after the issue arises. The following deadlines apply by issue type: non-delivery claims must be raised within 7 days of the expected delivery date; item misrepresentation claims within 48 hours of receiving the item; technical issues within 72 hours of occurrence; and payment errors within 30 days of the transaction.

Once your request is received, our team will carry out an initial assessment within 24 to 48 hours. Should further investigation be necessary, we may ask for additional information or documentation. The complete review process typically takes between 2 and 5 business days. You will be informed of the outcome via email.

If your refund is approved, processing will commence immediately. If the request is declined, we will supply a detailed explanation of our reasoning.

Approved refunds are credited back to the original payment method used for the purchase. The time required depends on your payment provider:

Credit and Debit Cards (Visa / Mastercard): 5 to 10 business days from the date the refund is initiated. Your bank may require additional time to post the credit to your statement.

Digital Wallets (Apple Pay / Google Pay): 3 to 7 business days.

SKINS24 does not levy any fees for refund processing. However, exchange rate differences may cause the refunded amount to vary slightly if your original payment was in a currency other than Euros.

If you wish to contest a refund decision, you may submit an appeal by replying to the decision email with additional evidence or clarification. Appeals are reviewed by a senior support team member, and a final determination will be provided within 10 business days.

Should you remain dissatisfied after the appeals process, you may pursue resolution through alternative channels, including your payment provider's chargeback process or the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Platform Outages: If planned or emergency maintenance disrupts your transaction, we will automatically process refunds for affected orders. Extended claim deadlines may apply during service interruptions.

Steam Service Issues: When Steam API downtime or maintenance blocks item delivery, impacted transactions qualify for a full refund. We will notify affected users by email.

Fraud: If you are a victim of fraudulent activity on our platform, your case will be prioritised and a complete refund issued upon verification. We work with law enforcement on all fraud-related matters.

We may revise this Refund Policy to reflect developments in our services, regulatory requirements, or industry standards. Significant amendments will be communicated by email and through a prominent notice on our website. The version of this policy in effect at the time of your purchase applies to that transaction.