REFUND POLICY
Last updated: 4 December 2025
1. REFUND POLICY OVERVIEW
SkinMeister is committed to a fair and transparent refund process for our digital marketplace services. This Refund Policy describes the circumstances under which refunds may be granted, the process for requesting refunds and the associated deadlines. Please read this policy carefully before making any purchases.
2. NATURE OF DIGITAL GOODS
Important notice:
All items sold on SkinMeister are digital CS:GO/CS2 cosmetic items. Once an item has been 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
- SkinMeister acts as an intermediary marketplace
- Ownership of items is transferred on successful trade completion
3. ELIGIBLE REFUND SCENARIOS
- Payment Processing Errors: Duplicate charges, unauthorised payments
- Technical Failures: Platform errors that prevent item delivery
- Seller Fraud: Seller fails to deliver after payment confirmation
- Item Misrepresentation: Item differs significantly from the description
- Platform Service Outage: Our systems cannot process the trade
- Account Issues: Steam account restrictions on the buyer prevent delivery
- Delayed Delivery: Significant delays beyond stated deadlines (minus processing fees)
- Service Downtime: Extended platform outages affecting transactions
- Commission Disputes: Incorrect fee calculations (refund of overcharge)
- Currency Conversion Errors: Incorrect exchange rate applications
- Successful Delivery: Item delivered successfully and trade accepted
- Buyer's Remorse: Change of mind after purchase
- Market Price Changes: Changes in item value after purchase
- Steam Account Issues: Steam restrictions or bans on the buyer
- Wrong Item Selected: Buyer selected the wrong item variant
- Policy Violations: Violations of our Terms and Conditions
4. REFUND REQUEST PROCESS
- Check your order status in the user dashboard
- Check whether 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@skinmeister.pro
- Support Portal: Dashboard → Help → Request Refund
- Order number 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 review and basic validation
Investigation (2-5 business days)
Detailed review by the customer service team
Decision & Processing (1-3 business days)
Final decision and refund processing
5. REFUND DEADLINES
- Technical Issues: Within 72 hours of occurrence
- Non-Delivery: Within 7 days of expected delivery
- Item Misrepresentation: Within 24 hours of receiving the item
- Payment Errors: Within 30 days of the transaction
- Credit: Instant (preferred method)
- Original Payment Method: 3-10 business days
6. REFUND METHODS
- • Instant processing
- • No processing fees
- • Can be used for future purchases
- • Credit/Debit card: 3-10 business days
Processing Fees:
- • Credit refunds: No fees
- • Card refunds: No fees (covered by platform)
7. DISPUTE RESOLUTION
If you disagree with a refund decision:
Appeals Process
Submit additional evidence within 14 days
Senior Review
Case will be escalated to a senior customer service manager
Final Resolution
Final decision within 10 business days
External Dispute Options:
- • Credit card chargeback (if applicable)
- • Consumer protection agencies
- • Alternative dispute resolution services
8. CONTACT INFORMATION
For refund requests and enquiries:
Refund Requests: refunds@skinmeister.pro
General Support: support@skinmeister.pro
Appeals: appeals@skinmeister.pro