1. Overview
This policy spells out when an order on SKINS24 can be cancelled. Because the goods are digital and Steam trades are time-sensitive, cancellation rights become limited once a transaction is in motion. Please read this before you check out.
2. Cancelling Before Payment
You can cancel any order for free before you complete payment. No charge is applied, and the item returns to the marketplace listings immediately. There are no penalties.
3. Cancelling After Payment
Once payment clears, your order enters the fulfilment pipeline. We start the BitSkins purchase and prepare the Steam trade offer.
If neither the item has been reserved nor the trade offer has been sent, contact support immediately to ask for a cancellation. Cancellations at this stage are best-effort — fulfilment may already be in progress, so success is not guaranteed.
If the cancellation is approved, a full refund is issued to your original payment method. Refund timing depends on your payment provider and typically takes 5–10 business days.
4. Cancelling After the Trade Offer Is Sent
Once a Steam trade offer has been dispatched to your account, the order can no longer be cancelled. Steam trades are processed through Valve's systems and cannot be reversed by us once initiated.
If you decline the trade offer or don't accept it within the allowed time (typically 24 hours), the order is cancelled automatically and a refund is processed.
5. Completed Orders
Accepting a Steam trade offer completes the order and the item drops into your Steam inventory. At that point the transaction is final and cannot be cancelled. If something goes wrong, see our Refund Policy.
6. Automatic Cancellations
An order may be cancelled automatically when: the payment is declined; the item is no longer available; the Steam trade offer can't be sent because of a restriction on your Steam account (trade ban, escrow hold, or invalid trade URL); a Steam outage prevents fulfilment; or our fraud systems flag the order for review.
In every automatic-cancellation scenario you receive a full refund and an email explaining what happened.
7. EU Consumer Rights
EU consumer law typically grants a 14-day right of withdrawal for online purchases. That right does not apply to contracts for digital content delivered without a tangible medium where performance has begun with your express consent and acknowledgement that the withdrawal right is lost.
By checking out on SKINS24 you consent to immediate delivery of the digital item and acknowledge that you lose the right of withdrawal once the trade offer is sent.
8. Force Majeure
If fulfilment is blocked by events beyond our reasonable control — Steam outages, payment processor failures, natural disasters, or government-imposed restrictions — we cancel the affected orders and refund them in full. No penalty applies to either side in these cases.
9. How to Request a Cancellation
Email support@skins24.co.uk as soon as possible with your order ID and the reason for the request. We aim to reply within 24 hours. The earlier you reach out, the better the chance we can stop the order before it progresses to the trade stage.