1. Overview
SKINS24 aims to make refunds fair and predictable. Every item on our marketplace is a digital CS2 cosmetic delivered through a Steam trade offer. Because the goods are digital, whether a refund is available depends on how far the transaction has progressed and on the facts of the case. This page explains when refunds are granted, how to claim one, and how long it takes.
2. When You Qualify for a Full Refund
A full refund is available in any of the following situations:
Item not delivered: the item you paid for never reached your Steam account within the expected window and our support team has confirmed the delivery failure.
Item does not match the listing: what you received differs materially from what was advertised — wrong wear, wrong variant, or missing StatTrak / Souvenir status.
Technical failure: a platform bug, API issue, or system fault prevented the transaction from completing.
Duplicate charge: your card was billed more than once for a single order because of a processing error.
Unauthorised purchase: an order was placed without your consent and you have reported it to us within a reasonable time.
3. When Refunds Don't Apply
Refunds are not available in these cases:
Completed orders: the item was delivered to your inventory and you accepted the trade offer. At that point the sale is final.
Buyer's remorse: you changed your mind after paying or after accepting the trade.
Market moves: the item's price dropped after you bought it. Market values fluctuate and SKINS24 does not guarantee price stability.
Wrong item selected: you accidentally ordered a different variant, wear, or listing. Please double-check item details before paying.
Steam-side blockers: delivery was blocked by a condition on your Steam account — a trade ban, community ban, or a missing / outdated trade URL that you didn't correct.
4. How to Request a Refund
Email support@skins24.co.uk and include your order ID, Steam ID, a clear description of what went wrong, and any supporting screenshots or error messages you have.
There are strict deadlines by issue type: non-delivery claims must be filed within 7 days of the expected delivery date; mismatched items within 48 hours of receipt; technical problems within 72 hours; and payment errors within 30 days of the transaction.
5. How We Review Your Request
Every claim is triaged within 24–48 hours. If we need more information, we'll ask. The full review typically takes 2–5 business days and we'll email you the outcome.
Approved claims are processed straight away. Rejected claims come with a written explanation of the reasoning.
6. Refund Methods and Timeframes
We refund to the original payment method. Timings depend on your provider:
Visa / Mastercard: 5–10 business days from the moment we issue the refund. Your bank may take extra time to reflect the credit on your statement.
We don't charge a refund-processing fee. If your original payment was made in a currency other than Euros, exchange-rate movements may mean the refunded sum differs slightly from the original charge.
7. Disputes and Appeals
If you disagree with a decision, reply to the outcome email with any extra evidence or context. Appeals are reviewed by a senior member of the support team, with a final answer within 10 business days.
If you're still not satisfied, you may approach your card issuer for a chargeback or use the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
8. Special Cases
Platform outages: if scheduled or emergency maintenance disrupts your order, affected transactions are refunded automatically and extended claim windows may apply.
Steam issues: where Steam API downtime or maintenance blocks delivery, impacted orders are eligible for a full refund and we'll notify affected users by email.
Fraud: victims of fraud on our platform are prioritised and receive a full refund upon verification. We cooperate with law enforcement on all fraud cases.
9. Policy Updates
This policy may change to reflect service updates, new regulations, or industry practice. Significant updates are communicated by email and via a prominent notice on the site. The version in force when you placed your order applies to that order.
Contact
Questions about this policy? Write to legal@skins24.co.uk.