Refund Policy

This Refund Policy explains when you are entitled to cancel an Order or receive a refund from CrystalSkins, operated by Digital Axis s.r.o. It reflects your rights as a consumer under Czech and EU law and should be read together with our Terms of Service.

1. The nature of what we sell

We sell CS2 in-game cosmetic Items as digital content that is delivered immediately to your Steam account after purchase. This affects your cancellation rights, as explained below.

2. Right of withdrawal and the digital-content exception

For distance contracts, consumers normally have 14 days to withdraw without giving a reason. However, under Czech and EU consumer law this right does not apply to the supply of digital content not delivered on a tangible medium where performance has begun with the consumer’s prior express consent and acknowledgment that the right of withdrawal is thereby lost.

When you place an Order you expressly ask us to deliver the Item immediately and acknowledge that, once the Item has been delivered to your Steam account, you lose the right to withdraw from that purchase. In other words, a successfully delivered Item cannot be returned or refunded on the basis of a change of mind.

3. When you are entitled to a refund

You are entitled to cancellation and/or a full refund in situations including:

• Non-delivery — payment was taken but the Item was not delivered to your Steam account and we are unable to complete delivery within a reasonable time;
• Wrong Item — the Item delivered does not match the Item you ordered;
• Not as described — the Item materially differs from its description on the Service in a way not caused by Steam or the game itself;
• Duplicate or incorrect charge — you were charged more than once or in the wrong amount for the same Order;
• Cancellation by us — we cancel your Order (for example due to a pricing error, unavailability, or a payment/verification issue) before delivery is completed.

In these cases we will, at our discretion and in agreement with you, re-attempt delivery, provide an equivalent Item, or refund the amount paid.

4. When refunds are not available

Except where the law provides otherwise, refunds are not available where:

• the Item has been successfully delivered to your Steam account and you have simply changed your mind;
• delivery could not be completed because of your Steam account — for example an invalid, expired or private Trade URL, a trade hold or ban, or Steam Guard restrictions — and you did not resolve it after we asked you to;
• the issue results from a change made by Valve, Steam or the game (such as changes to how an Item appears or functions in-game); or
• you object only to normal movements in market prices after your purchase.

5. How to request a refund

To request a refund or report a problem with an Order, contact us within a reasonable time at support@crystalskins.store or through our Contact page, and include:

• your Order number and the email or Steam account used;
• a description of the problem; and
• any relevant evidence (for example a screenshot of your Steam inventory or of an error).

We aim to acknowledge refund requests within 2 business days and to resolve them promptly after any necessary checks.

6. How refunds are issued

Approved refunds are issued to the original payment method used for the Order, in euro (EUR). Once we approve and initiate a refund, it is normally processed within 14 days; the time it takes to appear on your statement depends on your bank or payment provider. We do not charge a fee for a refund we approve.

7. Failed or delayed delivery

If an Item is not delivered promptly, please first check that your Trade URL is correct and that your Steam account can receive trades, then contact us. We will investigate and either complete delivery or, where delivery cannot be completed for reasons not attributable to you, refund the Order in full.

8. Chargebacks

If you believe there is a problem with a payment, please contact us first — we can usually resolve it faster than a bank dispute. Initiating a chargeback for an Item that was validly delivered, or in bad faith, is a breach of our Terms of Service and may lead to suspension of your account. We reserve the right to contest chargebacks with supporting evidence of delivery.

9. Your statutory rights

Nothing in this Policy affects your mandatory statutory rights as a consumer under Czech law (in particular Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection) or under the law of your country of residence, including rights in respect of digital content that is defective or not in conformity with the contract.

10. Contact and dispute resolution

For any refund question, contact support@crystalskins.store. If you are not satisfied with the outcome, our Complaints Policy explains how to escalate, including your right to alternative and online dispute resolution.