REFUND POLICY

1. Overview

PoshSkins sells every CS2 item to you directly (see our Terms of Service, Section 6). This policy explains when you get your money back, how to ask for it and where it is paid. How to cancel an order is in our Cancellation Policy. The full refunds in Section 3 are the Buyer Protection commitments in our Terms of Service, Section 12. Nothing here limits your statutory rights as a consumer.

2. Your 14-day right of withdrawal

If you are a consumer in the EU or the UK, you may withdraw from a wallet top-up or a purchase within 14 days of the day it is confirmed, without giving a reason. Email support@poshskins.com before the 14 days end and tell us which top-up or order you are withdrawing from; a clear statement is enough. We refund you within 14 days of receiving your notice, to the original payment method, at no cost to you.

If you buy an item within the 14 days, you ask us to supply it 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.

3. When you get a full refund

• Cancelled before delivery: you can cancel a paid order at any time until you have accepted the Steam trade offer and the item is in your Steam inventory, however long delivery has taken, and you are refunded in full. A trade offer that has been sent but not yet accepted does not end this: you can still cancel. Meanwhile, if the supplying seller does not send, we automatically try another seller. The delivery estimate on an item page is that seller's track record, not a promise.
• Cannot be supplied: we cannot source the item, or a trade restriction on your Steam account prevents delivery.
• Not as described: the item you received is significantly different from its listing, counterfeit or fraudulent. Report it within 30 days of the order (the same period as in our Terms of Service, Section 12).
• Payment errors: a double charge, a charge you did not authorise, or a wrong amount (we refund the difference).
• Our error: a fault on our side stops an order from being processed.

4. When there is no refund

• The item was delivered to your Steam inventory and matches its listing, and you have changed your mind.
• The item's market price changed after you bought it.
• Steam restricts or bans your account after the item was delivered.
• You chose the wrong item or variant and it has been delivered.

5. How to ask for a refund

Email support@poshskins.com with your order number, your Steam ID and what went wrong, with screenshots if you have them. Writing from the email address you gave at checkout helps us find your order. We confirm the decision by email.

6. Where the money goes and how long it takes

• The part of an order you paid from your wallet balance goes back to your wallet, in US dollars, as soon as the refund is approved.
• The part you paid by card goes back to that card, in US dollars, the currency it was charged in. Your bank decides how long it takes to appear.
• Unspent balance from a top-up goes back to the card it came from, if you ask within 14 days of the top-up.
• A top-up is refunded in the currency you paid in. If you have not spent any of it, you get back exactly the amount you paid, including the cents dropped when it was credited to your US-dollar wallet. If you spent part of it, the unspent US-dollar balance is converted back at the same rate we used when you topped up.
• We charge nothing to process a refund.
• A full refund (you cancel before the item is in your Steam inventory, it cannot be supplied, it is not as described, or we made an error) returns the whole price you paid, including the 10% service fee.
• A partial refund (for example, we applied the wrong fee or exchange rate) returns only the amount we overcharged.
• An item that was delivered, accepted and matches its listing is not refunded, so its service fee is not refunded either.

7. If you disagree

Reply with any further evidence within 14 days of our decision and a second member of the team reviews it. You can also use a chargeback through your card issuer or contact a consumer protection body.

8. Changes to this policy

We may update this document. The "Last updated" date at the top shows the current version. We announce a material change on this site, and by email if you have given us an address, at least 30 days before it takes effect. Orders and top-ups made before a change keep the terms that applied when you made them.

9. Contact

Refund requests and appeals: support@poshskins.com.