Refund Policy

1. The short version

• Your payment for an item is held, not paid to the seller, until the item has reached you and the 8-day protection window has passed.
• If the item is never delivered, or is taken back during that window, you get the full price back.
• Once you have the item and the window has passed, the sale is final.
• Refunds for purchases go to your SkinOcean balance, immediately.

2. Purchases that are refunded in full

• You cancel before the item is sent. If the seller hasn’t sent the item 30 minutes after you bought it, you can cancel from the trade page.
• The seller can’t or won’t deliver. If the seller declines the sale, or no longer has the item, the sale is cancelled.
• The offer fails on Steam. If the seller’s offer is declined, cancelled or expires and the sale is then cancelled rather than sent again.
• Steam won’t let the seller send to you. The sale is cancelled. Your account is paused from buying until the restriction on your Steam account could have lifted.
• The trade is reversed. If a delivered item goes back to the seller during the protection window — for example because Steam reverses the trade — the sale is undone.

In each case the full price you paid for that item is returned to your SkinOcean balance. When an order contains several items, only the items affected are refunded and the rest of the order continues.

3. Purchases that are not refunded

• The item was delivered and the protection window has passed.
• You changed your mind after accepting the Steam offer.
• The item’s market price changed after you bought it.
• The item is the one that was listed. Check the float, pattern, stickers and other details on the listing and in the Steam offer before you accept — once accepted, a delivered item that matches its listing is not refundable.
• You lost the item after delivery, including through a compromised Steam account or a trade made outside SkinOcean.

If you received an item that is not the one listed, don’t trade it away: contact Support with the trade’s reference code while the protection window is still open, so the payment is still held while we look into it.

4. Once the offer is on Steam

After the seller’s offer exists on Steam you can’t cancel from SkinOcean, because the item may already be on its way to you. If you don’t want it, decline the offer on Steam; once that is seen on the seller’s side the sale returns to unsent and can be cancelled and refunded. If no offer has reached you, contact Support.

5. Sellers

A seller is paid only after delivery and the protection window. If a sale is cancelled or reversed before then, nothing was paid and no commission is charged. Commission on a completed sale is not refundable.

6. Deposits

• A deposit is credited to your balance when our payment processor confirms the payment. The processing fee (2.9% + $0.30) pays for the card transaction and is not refundable once the payment has gone through.
• If you were charged and your balance wasn’t credited, or you were charged twice for one deposit, contact Support and we will correct it or refund the charge to the original payment method.
• Deposited balance that you haven’t spent can be refunded to the original payment method on request, less the processing fee, where the law gives you that right or where we agree to it. We may ask you to confirm your identity first and may refuse where there are signs of fraud or abuse.
• Balance that came from sales or from rewards can’t be refunded to a card. See the Terms on withdrawals and rewards.

7. Your right to withdraw (EU, EEA and UK consumers)

If you are a consumer in the EU, the EEA or the UK you normally have 14 days to withdraw from a contract made online. That right is lost for digital content and services once they have been fully supplied with your prior consent. When you make a deposit you ask us to credit your balance immediately, and when you buy an item you ask for it to be delivered immediately; you acknowledge that you lose the right to withdraw once the balance has been spent or the item has been delivered. The refunds described in sections 2 and 6 apply in any case, and nothing here limits rights that the law of your country doesn’t allow to be limited.

8. Chargebacks

If something is wrong with a payment, contact us before your bank — we can usually fix it faster. If a deposit is charged back, we may remove the matching balance, suspend the account while it is resolved, and cancel trades that were paid for with it.

9. How to ask

Open a ticket in Support with the trade’s reference code or the date and amount of the deposit. You don’t need to be able to sign in to do that. Legal notices can be sent to [Company legal name: to be updated] at [Legal contact email: to be updated].