REFUND POLICY
When a purchase can be refunded and how long it takes
Last updated: 10.11.2026
1. REFUND POLICY OVERVIEW
Skins.Deals is committed to providing a fair and transparent refund process for our digital market services. This Refund Policy outlines the circumstances under which refunds may be provided, the process for requesting refunds, and the timeframes involved. Please read this policy carefully before making any purchases.
2. DIGITAL GOODS NATURE
Important Notice:
All items sold on Skins.Deals are digital Dota 2 cosmetic items. Once an item is delivered to your Steam account and you accept the trade, the transaction is generally considered final.
Understanding Digital Item Trading:
- Items are transferred directly to your Steam inventory
- Trades are processed through Valve's Steam trading system
- Once accepted, items become part of your Steam account
- Items are bought from independent Steam item trading platforms and sent to you by the seller
- Item ownership transfers upon successful trade completion
3. YOUR 14-DAY RIGHT OF WITHDRAWAL
If you are a consumer in the EU or the UK, you have a statutory right to withdraw from a wallet top-up or a purchase within 14 days of the day it is confirmed, without giving any reason. This right comes from consumer law and applies in addition to the refund scenarios below.
To withdraw, email support@skins.deals with your Steam ID (or from the email address on your account) before the 14 days end and tell us which top-up or order you are withdrawing from. A clear statement is enough; you do not need a form. We refund you within 14 days of receiving your notice, to the original payment method, at no cost to you.
When you tick the box at checkout and confirm a purchase, from your wallet balance or by card, you expressly ask us to supply the item straight away, within the withdrawal period, and you acknowledge that you lose your right of withdrawal for that purchase once the trade has been accepted and the item is in your Steam inventory. Until then you can still cancel the order for a full refund. Balance from a top-up that you have not spent remains refundable within the 14 days.
4. ELIGIBLE REFUND SCENARIOS
- Payment Processing Errors: Double charges, unauthorized payments
- Technical Failures: Platform errors preventing item delivery
- Not Delivered: You cancel an order before the item reaches your Steam account, or we cannot source it from any seller
- Item Misrepresentation: Item significantly different from listing
- Platform Service Failure: Our systems fail to process the trade
- Account Issues: A restriction on your Steam account prevents delivery and you cancel the order
- Trade Offer Not Accepted: The Steam trade offer for your item is declined, expires before it is accepted, or cannot be sent (for example because of a wrong trade URL or a trade hold on your Steam account), and the item is not delivered. Refunded to your card, see section 7
- Service Downtime: Extended platform unavailability affecting transactions
- Commission Disputes: Incorrect fee calculations (refund of overcharge)
- Currency Conversion Errors: Incorrect exchange rate applications
- Successful Delivery: Items successfully delivered and trade accepted
- Change of Mind After Delivery: Once the item is in your Steam inventory (before that, you can cancel)
- Market Price Changes: Item value fluctuations after purchase
- Incorrect Item Selection After Delivery: You ordered the wrong item or variant and it is already in your Steam inventory (before that, you can cancel for a full refund)
- Policy Violations: Violations of our Terms of Service
5. REFUND REQUEST PROCESS
- Check your order status on the My Purchases page (profile menu)
- Verify if the issue falls under eligible refund scenarios
- Gather relevant documentation (screenshots, transaction IDs)
- Note the time and nature of the issue
Contact Methods:
- Email: support@skins.deals
- Order ID and transaction reference
- Steam account details (Steam ID)
- Detailed description of the issue
- Screenshots or evidence (if applicable)
- Contact information for follow-up
Initial review
We check the request against your order
Investigation
Review by our support team
Decision & processing
Final decision and refund processing
6. REFUND TIMEFRAMES
- Technical Issues: Within 72 hours of occurrence
- Non-delivery: Any time before the item is delivered
- Item Misrepresentation: Within 24 hours of receiving item
- Payment Errors: Within 30 days of transaction
- Back to your wallet: as soon as we approve the refund
- Back to your card: sent to the card you paid with; your bank decides when it shows on your statement
7. REFUND METHODS
- • An order that is not delivered because the trade offer was declined, expired or could not be sent, because we could not source the item, or because of a technical or payment error on our side: back to the card you paid with. If you paid from your wallet balance, back to the card you topped up with. If you would rather keep it as wallet balance, tell us; if the card can no longer take a refund (for example it has been closed), it goes back to your wallet
- • An order paid from your wallet balance that you cancel before delivery for any other reason: back to your wallet
- • An order paid by card at checkout: back to the card you paid with
- • A top-up you cancel under your 14-day right of withdrawal: back to the card you paid with
Processing Fees:
- • We charge nothing to process a refund, to your wallet or to your card
- • A full refund returns the whole price, including the 10% service fee
- • A partial refund returns only the amount we overcharged
8. DISPUTE RESOLUTION
If you disagree with a refund decision:
Appeal Process
Submit additional evidence within 14 days
Second Review
We look at the case again with the new evidence
Final Resolution
We tell you the final decision by email
External Dispute Options:
- • Credit card chargeback (if applicable)
- • The consumer protection authority or consumer advice service where you live (in the UK, for example, Citizens Advice)
- • The courts. MOXIE SKINS LTD is established in the United Kingdom, where the law does not require us to use an alternative dispute resolution body. The EU Online Dispute Resolution (ODR) platform was closed on 20 July 2025 and is no longer available.
9. SPECIAL CIRCUMSTANCES
During scheduled or emergency maintenance:
- Affected transactions eligible for full refund
- Extended refund deadlines during outages
When Steam services affect transactions:
- Steam API downtime causing delivery delays
- Steam maintenance affecting trade functionality
- Individual Steam account restrictions (case-by-case basis)
In cases of fraudulent activity:
- Immediate transaction freezing and investigation
- Full refund for verified victims of fraud
- Cooperation with law enforcement
- Enhanced security measures implementation
10. PREVENTION TIPS
To minimize refund situations:
- Verify Item Details: Double-check the item name and quality
- Check Steam Account: Ensure your account can receive trades
- Review Trade URL: Confirm your Steam trade URL is correct and current
- Understand Market Prices: Compare prices across platforms
- Monitor Communications: Respond promptly to trade offers
- Keep Records: Save transaction confirmations and correspondence
11. POLICY UPDATES
We may update this document. The "Last updated" date at the top shows the current version. We announce a material change on this site, and by email if you gave us an address, at least 30 days before it takes effect. Orders and top-ups made before a change keep the terms that applied when you made them.
12. CONTACT INFORMATION
For refund requests and inquiries:
Refunds, appeals and support: support@skins.deals