Refund Policy

Last updated: 18 August 2026

This Refund Policy explains when and how VORTEXSKINS LTD refunds an order placed on vortexskins.com. It sits alongside our Terms of Service and does not affect your statutory rights.

1. Digital items and the right to cancel

Skins are digital content delivered immediately after payment. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel does not apply once delivery of digital content has begun with your agreement. By confirming an order you agree to immediate delivery and acknowledge that you lose the right to cancel once the trade offer has been sent and accepted.

Until delivery has started, you can cancel any order and receive a full refund.

2. When we refund in full

• The item was not delivered and we cannot deliver it.
• The item delivered is not the item you ordered (wrong skin, wrong exterior, or a float materially different from the one listed).
• You were charged twice for the same order, or charged after cancelling.
• We cancelled the order — for example the item left our inventory, or a listing contained an obvious pricing or description error.
• Delivery is impossible because of a Steam-side restriction that is not caused by your account.

3. When we cannot refund

• The correct item was delivered and accepted, and you simply changed your mind about it.
• The market value of the skin fell after purchase. Prices move; that is not a defect.
• Your Steam account could not receive the item because trading was disabled, a trade hold applied, or the account was limited or banned.
• You provided the wrong Steam account and the item was delivered as instructed.
• The item was traded on, sold or otherwise moved out of your inventory after delivery.

4. How to request a refund

Email support@vortexskins.com from the address on your order, and include:

• your order number and the date of purchase;
• the item name as listed;
• what went wrong, and screenshots of the trade offer or Steam inventory if relevant.

Please raise a delivery problem within 14 days of the order so we can investigate while Steam records are still available.

5. How long it takes

• We acknowledge your request within 2 business days.
• We reach a decision within 14 days of receiving everything we need, and tell you the outcome in writing.
• Approved refunds are issued within 14 days of the decision, to the original payment method. Bank transfers are returned to the account the payment came from.
• How quickly the money appears depends on your bank or payment provider — usually 3–10 business days.

Refunds are made in EUR for the amount charged. We do not compensate for exchange-rate movements or fees charged by your own bank.

6. Partial refunds and replacements

Where only part of an order is affected, we refund that part. If a comparable item is available, we may offer a replacement or a store credit instead of a refund — you are free to decline and take the refund.

7. Chargebacks

If something goes wrong, contact us before opening a chargeback — it is faster, and we can usually fix it directly. Chargebacks raised for items that were properly delivered may lead to the account being suspended while we provide the delivery evidence to the payment provider.

8. If you disagree with our decision

Ask us to review it under our Complaint Policy. Requests are reviewed by someone who was not involved in the original decision.