Complaint Policy

Last updated: 18 August 2026

VORTEXSKINS LTD wants problems fixed rather than argued about. This Complaint Policy sets out how to raise a complaint about an order, a payment, our service or how we handled your data, and what we will do in return.

1. How to complain

Email support@vortexskins.com with “Complaint” in the subject line. For anything about personal data or privacy, write to privacy@vortexskins.com. You can also write to us at our registered address below, although email is considerably faster.

2. What to include

• Your name and the email address on your account.
• Your order number, if the complaint concerns an order.
• What happened, with dates.
• Any evidence — screenshots of the trade offer, Steam inventory, payment confirmation or previous correspondence.
• What outcome you are looking for.

Complete information at the start is what makes a complaint quick to resolve.

3. What happens next

1. Acknowledgement — within 2 business days. We confirm receipt and give you a reference.
2. Investigation. We review the order record, payment and delivery logs, and any Steam trade history available to us. We may ask you for more detail; we aim to keep this to a single request.
3. Decision — within 14 days. We write to you with the outcome, the reasoning, and what we will do. Where a refund is due, we follow our Refund Policy.
4. Complex cases — up to 35 days. If we genuinely need longer, we tell you why and give you a new date before the 14 days expire.

4. Escalation

If you are not satisfied with the outcome, reply within 30 days and ask for a review. The review is carried out by someone who was not involved in the original decision, and we respond within a further 14 days. That response is our final position.

5. Taking it further

• Payment disputes — you can contact your bank or payment provider about a transaction.
• Data protection — you can complain to the UK Information Commissioner’s Office (ICO) at ico.org.uk.
• Consumer advice — UK consumers can get free guidance from Citizens Advice.
• Courts — nothing in this policy prevents you from pursuing a claim, and using this process does not affect your legal rights or time limits.

6. Items and conduct in the game

Complaints about Counter-Strike 2 itself, Steam account restrictions, trade bans or Valve’s decisions must go to Valve Corporation — we have no ability to change them. We will still help you understand how such a restriction affects an order you placed with us.

7. Records and learning

We keep complaint records for 24 months, use them to fix recurring causes, and never treat a complaint as a reason to disadvantage a customer.