Refund Policy

SKINS24 is committed to providing a fair and transparent refund process. All items sold on our platform are digital CS2 cosmetic items delivered via Steam trade offers. Due to the nature of digital goods, refund eligibility depends on the stage of the transaction and the circumstances of the request. This policy outlines when refunds are available, how to request one, and the timeframes involved.

A full refund will be issued in the following circumstances:

Non-Delivery: The purchased item was not delivered to your Steam account within the expected timeframe and our support team confirms the delivery failure.

Item Misrepresentation: The item delivered differs materially from the listing description, such as incorrect wear value, wrong item variant, or missing advertised attributes (e.g., StatTrak, Souvenir status).

Technical Failure: A platform error, API failure, or system malfunction prevented the successful completion of the transaction.

Duplicate Charges: You were charged more than once for the same transaction due to a payment processing error.

Unauthorised Transaction: A transaction was made without your authorisation, and you report it within a reasonable timeframe.

Refunds will not be issued in the following cases:

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

Change of Mind: You changed your mind about a purchase after completing payment or accepting the trade offer.

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

Incorrect Selection: You purchased the wrong item variant, condition, or listing. Please verify all item details before completing your purchase.

Account Restrictions: Delivery failure caused by restrictions on your Steam account, such as trade bans, community bans, or an expired/invalid trade URL that you failed to update.

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

Please submit your refund request as soon as possible after the issue occurs. Specific deadlines apply depending on the type of issue: non-delivery claims should be submitted within 7 days of the expected delivery; item misrepresentation claims should be submitted within 48 hours of receiving the item; technical issues should be reported within 72 hours; and payment errors should be reported within 30 days of the transaction.

Upon receiving your refund request, our team will conduct an initial review within 24 to 48 hours. If further investigation is required, we may request additional information or evidence. The full review process typically takes 2 to 5 business days. You will be notified of the outcome by email.

If your refund is approved, processing will begin immediately. If your request is denied, we will provide a clear explanation of the reasons.

Approved refunds are returned to the original payment method used for the purchase. Processing times depend on your payment provider:

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

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

SKINS24 does not charge any fees for processing refunds. However, currency conversion differences may result in a slightly different refund amount if your original payment was made in a currency other than Euros.

If you disagree with a refund decision, you may appeal by responding to the decision email with additional evidence or clarification. Appeals are reviewed by a senior member of our support team and a final decision will be provided within 10 business days.

If you remain unsatisfied after the appeals process, you may seek resolution through external channels, including your payment provider's dispute process or the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Platform Outages: If a scheduled or emergency maintenance period affects your transaction, we will automatically process refunds for impacted orders. Extended refund deadlines may apply during service disruptions.

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

Fraud: If you are the victim of fraud on our platform, we will prioritise your case and issue a full refund upon verification. We cooperate with law enforcement in all fraud cases.

We may update this Refund Policy to reflect changes in our services, legal requirements, or industry practices. Material changes will be communicated via email and a prominent notice on our website. The applicable refund policy for any transaction is the version in effect at the time of purchase.