Return Policy
We want every order to arrive exactly as described. If an item does not reach your Steam inventory, or if something goes wrong with the delivery, you have 7 days to tell us and we will put it right — by re-delivering the item or by refunding you in full.
1. About this Policy
This Return & Refund Policy is issued by Axevyron OÜ (registry code 17545790), registered at Tööstuse tn 48, Põhja-Tallinna linnaosa, 10416 Tallinn, Harju maakond, Estonia (“Skintory”, “we”, “us”, “our”), and applies to every order placed on skintory.store.
It forms part of our Terms and Conditions and should be read together with them.
2. What you are buying
The items sold on the Website are digital in-game virtual items for Counter-Strike 2. They are not physical goods, they are not supplied on a tangible medium, and they cannot be posted back to us. Once an item has been transferred to your Steam inventory, the transfer is recorded on Valve’s systems and cannot be reversed by us.
For this reason there is no conventional “return” process. Instead, this Policy sets out when you are entitled to a re-delivery or a refund.
3. Your statutory right of withdrawal
Under Article 16(m) of Directive 2011/83/EU on consumer rights, and § 53(4) of the Estonian Law of Obligations Act, the 14-day right of withdrawal does not apply to digital content that is not supplied on a tangible medium where performance has begun with the consumer’s prior express consent and with the consumer’s acknowledgement that the right of withdrawal is thereby lost.
When you place an order you expressly request that delivery begins immediately and you acknowledge that you lose the right of withdrawal once delivery has begun. Until delivery begins, you may cancel your order as described in section 7.
This does not affect your statutory rights where the digital content supplied does not conform to the contract. Those rights exist independently of this Policy and are not limited by it.
4. Our 7-day guarantee
In addition to your statutory rights, and entirely voluntarily, we give you 7 calendar days from the date of your order to report a problem with delivery. If your claim falls within section 5, we will resolve it at no cost to you, either by re-delivering the correct item or by refunding you in full.
The 7-day period runs from the moment your order is placed. Submitting a claim within that window is enough — you do not need the matter to be resolved within it.
5. What is covered
You are entitled to a re-delivery or a full refund in any of the following situations:
- The item was never delivered. Your payment was taken but no trade offer reached your Steam account.
- The item could not be sourced. The item was sold elsewhere before we could secure it, so the order cannot be fulfilled.
- The wrong item was delivered. You received a different skin, a different weapon, or an item with a different exterior, StatTrak status or Souvenir status from the one you ordered.
- The item materially differs from its description. The float value, rarity, quality or applied stickers differ significantly from what was shown on the item page at the time of purchase.
- The trade offer failed on our side. The offer was cancelled, expired or was declined for a reason attributable to us or to our supply partner.
- You were charged twice for the same order, or charged an amount other than the total confirmed at checkout.
- The order was cancelled by us after payment for any reason.
Where the fault is ours, you will never be asked to bear any cost, and you will not lose the amount you paid.
6. What is not covered
A refund is not available in the following circumstances:
- Change of mind. The item was correctly delivered to your inventory and matches its description, but you no longer want it.
- Market movement. The market value of the item has fallen since your purchase, or the same item is now available more cheaply elsewhere.
- The item has left your inventory. After delivery you traded, sold, gifted, consumed, applied, opened or otherwise disposed of the item.
- Steam-side obstacles that you can resolve. Delivery failed because your Steam inventory is private or full, your trade settings block offers, your Trade URL was invalid or expired, Steam Guard Mobile Authenticator was not enabled, or your account is subject to a trade hold or trade ban. In these cases we will re-attempt delivery once the obstacle has been removed, and we will hold the item for you for at least 30 days.
- You did not accept the trade offer. A valid offer was sent and expired without being accepted, and you did not contact us within the 7-day window.
- Incorrect details supplied by you. The item was delivered to a Steam account other than yours because you provided that account’s Trade URL.
- Action taken by Valve. Valve restricted, devalued, altered or removed the item, or changed the rules of the Steam economy, after delivery.
- Breach of our Terms. The order is connected with fraud, a stolen payment method, chargeback abuse, or any other material breach of our Terms and Conditions.
- Late claims. The claim was submitted more than 7 days after the order date, unless a longer period applies under mandatory consumer law.
7. Cancelling an order before delivery
You may cancel an order at no cost at any time before we have secured the item and initiated delivery. Write to us as quickly as possible, quoting your order number. If we have already purchased the item from the source market, cancellation is no longer possible, but the guarantee in section 4 continues to apply.
8. How to submit a claim
Send an email to privacy@skintory.store with the subject line Refund claim – [your order number] and include:
- your order number and the email address used for the order;
- your Steam ID or the link to your Steam profile;
- the name of the item concerned;
- a clear description of what went wrong;
- supporting evidence, such as a screenshot of your Steam inventory, of the trade offer history, or of the item attributes you received.
Providing complete information at the outset allows us to resolve the claim considerably faster. We may ask for additional evidence where it is genuinely necessary to verify the claim, and we may verify the delivery record with our supply partner.
9. How we handle claims
| Stage | Timeframe |
|---|---|
| We acknowledge your claim | Within 3 business days of receipt |
| We investigate and give you a decision | Within 14 days of receiving all necessary information |
| We issue a refund, once approved | Within 14 days of the approval |
If we need longer to investigate, we will tell you why and when you can expect a decision. If we reject a claim, we will explain the reason in writing and set out how you may escalate the matter.
10. Re-delivery instead of a refund
Where the correct item is still available and you would prefer to receive it, we will re-deliver it rather than refund you. Where the item is no longer available, we will offer you either an equivalent item of at least the same value, subject to your agreement, or a full refund. The choice is yours; we will not force a replacement on you.
11. How refunds are paid
Refunds are issued in euro (EUR) to the original payment method used for the order. We do not charge any fee for processing a refund.
Once we have issued a refund, the time it takes to appear on your statement depends on your payment provider — typically 3 to 10 business days for cards, and sometimes longer for bank transfers. Where the refunded amount is converted back into a currency other than euro, the amount you receive may differ slightly from the amount you paid because of exchange-rate movement and any fees applied by your own bank. That difference is outside our control.
If your original payment method is closed or no longer available, contact us and we will agree an alternative route, subject to identity verification.
12. Chargebacks
If you believe an order is incorrect, please contact us before initiating a chargeback with your bank or card issuer. A chargeback raised while a claim is still open makes it considerably harder and slower to resolve the matter, and prevents us from refunding you directly.
Where a chargeback is raised in respect of an item that was correctly delivered, we reserve the right to contest it with the evidence of delivery, and to suspend the account concerned pending resolution, in accordance with our Terms and Conditions.
13. Your statutory rights
Nothing in this Policy excludes or limits your rights as a consumer under mandatory law, including the right to have digital content that does not conform to the contract brought into conformity, and the right to a price reduction or termination of the contract where that is not possible. This Policy is intended to be additional to those rights, not a substitute for them.
14. Complaints and dispute resolution
If you are not satisfied with how we have handled your claim, write to privacy@skintory.store and ask for the decision to be reviewed. We will respond substantively within 15 days.
If the matter remains unresolved and you are a consumer resident in the European Union, you may refer the dispute free of charge to the Consumer Disputes Committee at the Estonian Consumer Protection and Technical Regulatory Authority (Tarbijakaitse ja Tehnilise Järelevalve Amet), Endla 10a, 10122 Tallinn, Estonia, email info@ttja.ee, website www.ttja.ee. You may also contact the European Consumer Centre in your country of residence. Referring a dispute does not affect your right to bring proceedings before a competent court.
15. Contact
| Axevyron OÜ | Registry code 17545790 |
|---|---|
| Address | Tööstuse tn 48, Põhja-Tallinna linnaosa, 10416 Tallinn, Harju maakond, Estonia |
| privacy@skintory.store | |
| Response time | Acknowledgement within 3 business days |
