Refund Policy

1. Introduction

This Refund Policy explains when refunds may be available for purchases made through https://skins-empire.com (the "Platform"), operated by Pixatura OÜ ("Skins Empire", "we", "us" or "our").

It forms part of our Terms and Conditions. By placing an Order you acknowledge that you have read and understood this Refund Policy.

2. General Refund Policy

Digital Items purchased through the Platform are reserved specifically for you immediately after your Order has been accepted. Due to the nature of digital goods and the reservation process, accepted Orders are generally final and non-refundable, except where required by applicable law, expressly provided for in this Policy, or otherwise agreed by Skins Empire at its sole discretion.

Nothing in this Refund Policy limits any mandatory consumer rights that cannot lawfully be excluded.

3. When Refunds May Be Available

Subject to applicable law, you may be eligible for a refund where:

• we cancel your Order;
• we are unable to fulfil an accepted Order within a reasonable period;
• duplicate payment has been processed;
• payment has been processed incorrectly due to a technical error;
• the incorrect Digital Item has been delivered due to our error;
• a refund is otherwise required by applicable law.

Each refund request is assessed individually.

4. When Refunds Will Not Be Available

Unless required by law, refunds will generally not be provided where:

• the Digital Item has already been successfully delivered to your Steam Account;
• you change your mind after placing an Order;
• the market value of the Digital Item increases or decreases after purchase;
• a Trade Lock delays delivery;
• delivery cannot be completed because you supplied an incorrect Steam Trade URL or inaccurate Account information;
• your Steam Account is unable to receive trade offers due to privacy settings, restrictions or suspensions;
• the delay results from Steam, Valve or another third-party service outside our reasonable control;
• your Account has been compromised after successful delivery;
• you have breached our Terms and Conditions.

5. Steam Trade Locks

Some Digital Items are subject to Trade Locks imposed by Steam. Trade Locks are determined entirely by Steam and are outside our control. A Trade Lock does not entitle you to cancel an accepted Order or request a refund. Purchased items remain securely stored within your Inventory until eligible for transfer.

6. Payment Disputes and Chargebacks

If you believe a payment was processed incorrectly, contact us before initiating a chargeback or dispute with your payment provider. Unjustified chargebacks may result in temporary Account suspension, cancellation of pending Orders, refusal of future purchases, or additional verification. This does not limit your legal rights to dispute unauthorised transactions.

7. Refund Process

Contact customer support and provide:

• your Order number;
• the email address associated with your Account;
• a description of the issue;
• any supporting information that may assist review.

We may request additional information to verify your request.

8. Refund Method

Approved refunds are normally issued to the original payment method. Timing depends on your payment provider and financial institution. We are not responsible for delays caused by banks or payment providers after a refund has been processed.

9. Fraud Prevention

Refund requests may be subject to reasonable verification. We may refuse a request where we reasonably believe false information was provided, fraudulent activity occurred, the Policy is being abused, or the request is inconsistent with our Terms or applicable law.

10. Changes to this Refund Policy

We may update this Refund Policy from time to time. The updated Policy becomes effective from the date published on the Platform.

11. Contact Us