Refund Policy

This Refund Policy outlines the conditions under which refunds may be issued for purchases made through Skins.com. By making a purchase, you agree to the terms below.

Skins.com shall be understood below, depending on the context, to mean either the

Skins.com digital marketplace or 99 HP Tech Limited, Unit 2904-05, 29/F, Universal Trade Centre, No.3 Arbuthnot Road, Central, Hong Kong.

1. Nature of Goods

Skins.com facilitates the sale of digital in-game items (including CS:GO and CS2 skins).
These are intangible goods delivered electronically via third-party platforms (e.g., Steam).
Digital goods are non-returnable once successfully delivered, except in the cases listed under Refund Eligibility.

2. Refund Eligibility

Refunds may be granted under the following conditions:

Item not delivered: The seller fails to deliver the item within the agreed timeframe, including where a third-party platform hold, trade-lock or restriction prevents delivery from being completed.
Item misrepresented: The item differs significantly from the listing description (must be supported by evidence).
Duplicate purchase: Accidental repeat orders.
Fraudulent transaction: Unauthorized payment or account compromise (subject to verification).
Platform error: Technical issues preventing item transfer.

Refunds will not be granted for:

Buyer’s remorse or change of mind, where the item has been successfully delivered.
Items restricted or banned by Steam after successful delivery to your account.
Successful delivery followed by resale, trade, or use.

3. Refund Amounts

Full refunds: Where a refund is due because the item was not delivered, was misrepresented, was charged in error or in duplicate, was unauthorised, or because of a platform or payment error, we refund the full amount you were charged, including any transaction or processing fees. We do not deduct fees from a refund where the cause was on our side.
Partial refunds: A partial refund applies only where part of a multi-item order is affected, or where you and our support team agree a partial resolution. The refunded portion is refunded in full.
Currency handling: Refunds are issued in the original payment currency. Exchange rate differences are not covered.
Non-transferability: Refund rights apply only to the original purchaser.

4. Reporting a Problem

Please report any problem with an order as soon as possible, and ideally within 7 calendar days. Reporting quickly gives us the best chance of recovering the item or reversing the trade, since third-party trade records and hold windows are time-limited.
This is a service target, not a deadline. Claims raised after 7 days will still be reviewed; evidence may simply be harder to obtain.
This period does not limit your statutory rights, or your right to raise a dispute with your bank or card issuer within the timeframes their own rules allow.

5. Refund Process

Submit a dispute via your account dashboard or contact support@skins.com.
Provide evidence (e.g., screenshots, transaction IDs, Steam trade history, seller communication).
We will acknowledge receipt within 2 business days.
Our team will investigate and respond within 5 business days.
If approved, refunds are issued to the original payment method within 7–10 business days.
If a third-party platform (e.g., Steam) experiences extended outages, refund timelines may be adjusted.
Buyers are responsible for ensuring their account and payment details are accurate to avoid delays.

6. Billing Discrepancies

If you believe you have been incorrectly billed, notify support@skins.com as soon as you notice it.
Please report suspected billing errors within 30 calendar days so we can investigate while payment records are readily available. Reporting after this period does not prevent a refund where one is due.

7. Chargebacks

You always have the right to raise a dispute with your bank or card issuer. Nothing in this policy restricts that right, and we will not penalise you for exercising it.
We ask that you contact our support team first. In most cases we can resolve the issue and issue a refund faster than the chargeback process, which typically takes several weeks.
Where a chargeback is filed, we will respond to your bank with the transaction records requested, and will provide you with the same information on request.
Where a transaction is confirmed as fraudulent, or where an account is used to abuse the refund or dispute process (for example, claiming non-delivery for items demonstrably received and subsequently traded or sold), we may suspend or close the account and may report confirmed fraud to the relevant authorities. We do not report good-faith disputes.

8. Legal Compliance & Jurisdiction

Skins.com is operated by 99 HP Tech Limited (Hong Kong). Card and bank payments are processed by our payment agent, Flyberry Ltd (Cyprus), which administers refunds and payment disputes on our behalf.
This Refund Policy is governed by the laws of Hong Kong SAR, consistent with section 16 of our Terms of Use and Conditions.
Nothing in this policy limits any mandatory right you have under the consumer protection law of your country of residence. Where those laws give you greater protection than this policy, those laws apply.
Nothing in this policy limits your right to raise a dispute directly with your bank or card issuer.

9. Refund Decisions & Policy Changes

Refund claims are assessed against the criteria in section 2 of this policy, on the evidence available. We do not refuse a refund that is due under those criteria or under applicable law.
You will receive our decision in writing, with the reason for it. If you disagree, you may escalate to support@skins.com for a second review by a different member of our team, and you retain the right to raise the matter with your bank, card issuer, or the consumer protection authority in your country of residence.
Skins.com reserves the right to amend this policy. Material changes take effect on publication and do not apply retrospectively to transactions already completed.

10. Contact Us

For refund inquiries, please contact:
📧 support@skins.com