Complaints Policy
We take every complaint seriously and treat it as an opportunity to put things right and to improve our service. This Policy explains what counts as a complaint, how to raise one, how quickly we will respond and what to do if you remain dissatisfied.
1. About this Policy
This Complaints 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”), which operates the website skintory.store.
It sets out the procedure we follow when handling complaints about our Services. It forms part of our Terms and Conditions and should be read together with our Return & Refund Policy and our Privacy Policy.
2. Our commitment
When you complain, we commit to:
- treat you with fairness, courtesy and respect;
- handle your complaint confidentially and in accordance with our Privacy Policy;
- investigate the matter thoroughly and impartially;
- keep you informed of progress and explain our decisions clearly;
- put things right where we have got them wrong; and
- learn from complaints so that we can improve our Services.
Raising a complaint is free of charge, and doing so will never disadvantage the way we treat you or your account.
3. What is a complaint
A complaint is any expression of dissatisfaction, whether justified or not, about our Services, our conduct or our handling of a previous request, where you expect a response or resolution. This includes, for example, concerns about:
- an order that was not delivered, was delivered incorrectly or did not match its description;
- the handling of a refund claim under our Return & Refund Policy;
- a payment, charge or pricing issue;
- the accuracy of information shown on the Website;
- the quality or conduct of our customer support;
- the way we have processed your personal data; or
- the accessibility or operation of the Website.
A routine request — such as a first-time refund claim, a question about an order or a request to exercise your data-protection rights — is not in itself a complaint. We deal with those under the relevant policy. If you are unhappy with how such a request was handled, that dissatisfaction becomes a complaint and is covered by this Policy.
4. How to make a complaint
Please send your complaint by email to privacy@skintory.store with the subject line Complaint – [your order number, if any].
To help us resolve your complaint as quickly as possible, please include:
- your name and the email address associated with your account or order;
- your order number and Steam ID, where the complaint relates to an order;
- a clear description of what went wrong and when it happened;
- copies of any relevant evidence, such as screenshots, trade offer history or previous correspondence; and
- what you would like us to do to put the matter right.
You may submit a complaint in English or in Estonian. If you need to complain on behalf of someone else, we may ask for their authorisation before we can share information with you.
5. How we handle your complaint
We follow a clear, staged procedure and aim to resolve most complaints at the first stage.
| Stage | What happens | Timeframe |
|---|---|---|
| 1. Acknowledgement | We confirm that we have received your complaint and give you a reference for it. | Within 3 business days of receipt |
| 2. Investigation | We review your complaint impartially, gather the relevant order, payment and delivery records, and where necessary check them with our supply or payment partners. We may contact you for further information. | Ongoing during the response period |
| 3. Response | We give you a substantive written reply setting out our findings, our decision and any remedy we offer. | Within 15 days of receipt |
| 4. Review (escalation) | If you are not satisfied with our reply, you may ask us to review the decision. The review is carried out by someone who was not responsible for the original response. | Within 15 days of your review request |
Where the matter is complex and we cannot give a full response within 15 days, we will tell you why, keep you updated, and give you a firm date by which you will receive our reply. In no case will this exceed 90 days from the date you first contacted us, in line with applicable consumer dispute-resolution rules.
6. Possible outcomes
Once we have investigated, we will do one or more of the following, depending on what we find:
- explain what happened and, where appropriate, apologise;
- re-deliver the correct item or offer an equivalent item, in accordance with our Return & Refund Policy;
- issue a full or partial refund to your original payment method;
- correct inaccurate information or fix a technical fault on the Website;
- take internal action to prevent the problem from recurring; or
- explain, with reasons, why we are not able to uphold your complaint.
Any refund or replacement is handled under our Return & Refund Policy, and nothing in this Policy limits your statutory rights as a consumer.
7. If you are still not satisfied
If we cannot resolve your complaint to your satisfaction after the review stage, and you are a consumer resident in the European Union, you have the right to refer the matter to an independent alternative dispute resolution (ADR) body free of charge.
The competent body in Estonia is:
If you live in another EU Member State, the European Consumer Centres Network (ECC-Net) in your country of residence can advise you on cross-border complaints and direct you to the appropriate ADR body. Referring your complaint to an ADR body does not affect your right to bring proceedings before a competent court.
8. Complaints about the handling of your personal data
If your complaint concerns how we process your personal data, we will handle it under this Policy and in accordance with our Privacy Policy. You also have the right, at any time, to lodge a complaint directly with the Estonian Data Protection Inspectorate (Andmekaitse Inspektsioon), Tatari 39, 10134 Tallinn, Estonia, email info@aki.ee, website www.aki.ee, or with the supervisory authority in your country of residence.
9. Records and confidentiality
We keep a record of each complaint, our investigation and the outcome, so that we can respond consistently and identify recurring issues. These records are kept for up to 24 months from the closure of the complaint, or longer where necessary to defend a legal claim, and are processed in accordance with our Privacy Policy. We handle your complaint confidentially and share information only with those who need it to investigate and resolve the matter.
10. Anonymous complaints
You may raise a concern anonymously. Please note, however, that if you do not provide contact details we will be unable to update you on the outcome, request further information or, where appropriate, provide a remedy.
11. Changes to this Policy
We may update this Policy from time to time to reflect changes in our procedures or in applicable law. The version published on this page is always the one in force, and the “last updated” date shows when it was last revised.
12. 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; full reply within 15 days |
