REFUND POLICY

When a refund applies, how to request one, and how long it takes

Last updated: September 27, 2026

1. REFUND POLICY OVERVIEW

PoshSkins 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 PoshSkins are digital CS:GO/CS2 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
  • PoshSkins acts as an intermediary market platform
  • 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@poshskins.com from your account email 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.

If you spend your wallet balance on an item, or buy an item, within the 14 days, you are asking us to perform that purchase straight away. Once the trade has been accepted and the item is in your Steam inventory, that purchase is not refunded under the right of withdrawal, because the digital item was supplied at your express request. Balance from a top-up that you have not spent remains refundable within the 14 days. The right of withdrawal is a consumer right and does not apply to purchases made for a business.

4. ELIGIBLE REFUND SCENARIOS

Full Refund

100% Refund Eligible

  • Payment Processing Errors: Double charges, unauthorized payments
  • Technical Failures: Platform errors preventing item delivery
  • Supplier Failure: Our supply partner fails to deliver after payment confirmation
  • Delivery Not Completed: Item not delivered within the 8-day window. Delivery estimates shown on item pages are based on the supplying seller's past transfers and are not guaranteed - if delivery does not happen, we source the item elsewhere or refund you in full
  • Item Misrepresentation: Item significantly different from listing
  • Platform Service Failure: Our systems fail to process the trade
  • Account Issues: Buyer's Steam account restrictions prevent delivery
Partial Refund

Partial Refund Cases

  • Delayed Delivery: Significant delays beyond stated timeframes
  • Service Downtime: Extended platform unavailability affecting transactions
  • Commission Disputes: Incorrect fee calculations (refund of overcharge)
  • Currency Conversion Errors: Incorrect exchange rate applications
No Refund

Non-Refundable Situations

  • Successful Delivery: Items successfully delivered and trade accepted
  • Buyer's Remorse: Change of mind after purchase
  • Market Price Changes: Item value fluctuations after purchase
  • Steam Account Issues: Buyer's Steam restrictions or bans
  • Incorrect Item Selection: Buyer selected wrong item variant
  • Policy Violations: Violations of our Terms of Service

5. REFUND REQUEST PROCESS

Step 1: Initial Assessment

  • Check your order status in the user dashboard
  • Verify if the issue falls under eligible refund scenarios
  • Gather relevant documentation (screenshots, transaction IDs)
  • Note the time and nature of the issue

Step 2: Submit Refund Request

Contact Methods:

Step 3: Required Information

  • Order ID and transaction reference
  • Steam account details (Steam ID)
  • Detailed description of the issue
  • Screenshots or evidence (if applicable)
  • Preferred refund method
  • Contact information for follow-up

Step 4: Review Process

1

Initial Review

Automated screening and basic validation

2

Investigation

Detailed review by customer service team

3

Decision & Processing

Final decision and refund processing

6. REFUND TIMEFRAMES

Request Deadlines:

  • Technical Issues: Within 72 hours of occurrence
  • Non-delivery: Within 8 days of expected delivery
  • Item Misrepresentation: Within 24 hours of receiving item
  • Payment Errors: Within 30 days of transaction

Processing Times:

  • Wallet Credit: Instant (preferred method)
  • Original Payment Method: back to your original payment method

7. REFUND METHODS

PoshSkins Wallet Credit (Recommended)

  • • Instant processing
  • • No processing fees
  • • Can be used for future purchases

Original Payment Method

  • • Credit/Debit Card (Visa/Mastercard): back to your original payment method

Processing Fees:

  • • Wallet Credit: No fees
  • • Card Refunds: No fees (absorbed by platform)

8. DISPUTE RESOLUTION

If you disagree with a refund decision:

1

Appeal Process

Submit additional evidence within 14 days

2

Senior Review

Case escalated to senior customer service manager

3

Final Resolution

Final decision, sent to you by email

External Dispute Options:

  • • Credit card chargeback (if applicable)
  • • Consumer protection agencies
  • • Alternative dispute resolution services

9. SPECIAL CIRCUMSTANCES

Platform Maintenance

During scheduled or emergency maintenance:

  • Affected transactions eligible for full refund
  • Automatic processing for clear technical failures
  • Extended refund deadlines during outages

Steam Service Issues

When Steam services affect transactions:

  • Steam API downtime causing delivery delays
  • Steam maintenance affecting trade functionality
  • Individual Steam account restrictions (case-by-case basis)

Fraud & Security

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 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

This Refund Policy may be updated periodically to reflect changes in our services, legal requirements, or industry best practices. We will notify users of material changes via email and prominent website notices. Continued use of our services constitutes acceptance of any updated terms.

12. CONTACT INFORMATION

For refund requests and inquiries:

Email: support@poshskins.com (refund requests and appeals included)

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