REFUND POLICY
Last updated: January 15, 2025
1. REFUND POLICY OVERVIEW
PoshSkins is committed to providing a fair and transparent refund process for our digital marketplace 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 marketplace platform
- Item ownership transfers upon successful trade completion
3. ELIGIBLE REFUND SCENARIOS
- Payment Processing Errors: Double charges, unauthorized payments
- Technical Failures: Platform errors preventing item delivery
- Seller Fraud: Seller fails to deliver after payment confirmation
- 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
- Delayed Delivery: Significant delays beyond stated timeframes (minus processing fees)
- Service Downtime: Extended platform unavailability affecting transactions
- Commission Disputes: Incorrect fee calculations (refund of overcharge)
- Currency Conversion Errors: Incorrect exchange rate applications
- 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
4. REFUND REQUEST PROCESS
- 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
Contact Methods:
- Email: refunds@PoshSkins.com
- Support Portal: Dashboard → Help → Request Refund
- Live Chat: Available 24/7 for urgent issues
- 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
Initial Review (24-48 hours)
Automated screening and basic validation
Investigation (2-5 business days)
Detailed review by customer service team
Decision & Processing (1-3 business days)
Final decision and refund processing
5. REFUND TIMEFRAMES
- Technical Issues: Within 72 hours of occurrence
- Non-delivery: Within 7 days of expected delivery
- Item Misrepresentation: Within 24 hours of receiving item
- Payment Errors: Within 30 days of transaction
- Wallet Credit: Instant (preferred method)
- Original Payment Method: 3-10 business days
- Bank Transfer: 5-15 business days
- PayPal: 1-3 business days
- Cryptocurrency: 1-24 hours
6. REFUND METHODS
- • Instant processing
- • No processing fees
- • Can be used for future purchases
- • Withdrawable to external accounts
- • Credit/Debit Card: 3-10 business days
- • PayPal: 1-3 business days
- • Bank Transfer: 5-15 business days
- • Cryptocurrency: 1-24 hours
Processing Fees:
- • Wallet Credit: No fees
- • Card Refunds: No fees (absorbed by platform)
- • Wire Transfers: $25 processing fee
- • Cryptocurrency: Network fees apply
7. DISPUTE RESOLUTION
If you disagree with a refund decision:
Appeal Process
Submit additional evidence within 14 days
Senior Review
Case escalated to senior customer service manager
Final Resolution
Final decision within 10 business days
External Dispute Options:
- • Credit card chargeback (if applicable)
- • PayPal dispute resolution
- • Consumer protection agencies
- • Alternative dispute resolution services
8. SPECIAL CIRCUMSTANCES
During scheduled or emergency maintenance:
- Affected transactions eligible for full refund
- Automatic processing for clear technical failures
- Extended refund deadlines during outages
When Steam services affect transactions:
- Steam API downtime causing delivery delays
- Steam maintenance affecting trade functionality
- Individual Steam account restrictions (case-by-case basis)
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
9. PREVENTION TIPS
To minimize refund situations:
- Verify Item Details: Double-check item name, quality, and seller rating
- 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
- Read Seller Reviews: Check seller history and ratings
- Monitor Communications: Respond promptly to trade offers
- Keep Records: Save transaction confirmations and correspondence
10. 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.
11. CONTACT INFORMATION
For refund requests and inquiries:
Refund Requests: refunds@PoshSkins.com
General Support: support@PoshSkins.com
Appeals: appeals@PoshSkins.com
Phone: [TBD] (Business hours: 9 AM - 6 PM UTC)
Live Chat: Available 24/7 via website