At CrystalSkins, operated by Digital Axis s.r.o., we take every complaint seriously and aim to resolve issues quickly and fairly. This policy explains how to raise a complaint and what you can expect from us.
1. Our commitment
Whether your complaint concerns an Order, a delivery, a payment, our website, or the way we have handled your data, we will treat it promptly, courteously and confidentially, and we will keep you informed while we look into it.
2. How to make a complaint
The quickest way to reach us is by email at support@crystalskins.store or through our Contact page. To help us resolve your complaint as fast as possible, please include:
- your name and the email or Steam account associated with your purchase;
- your Order number, if the complaint relates to a purchase;
- a clear description of what went wrong and how you would like it resolved; and
- any relevant evidence, such as screenshots or error messages.
3. What happens next
- Acknowledgement. We aim to acknowledge your complaint within 2 business days of receiving it.
- Investigation. We will review the details and may ask you for further information.
- Resolution. We aim to provide a full response and, where appropriate, a resolution within 14 days. If a complaint is complex and needs more time, we will tell you and keep you updated.
4. If you are not satisfied
If you are not happy with our response, please let us know and ask for your complaint to be reviewed again by a senior member of our team. We will take a fresh look and respond to you directly.
5. Alternative and online dispute resolution
If we are unable to resolve your complaint and you are a consumer, you have the right to refer the matter to out-of-court dispute resolution. The competent body for alternative dispute resolution (ADR) in the Czech Republic is:
Czech Trade Inspection Authority (Česká obchodní inspekce)
Central Inspectorate — ADR Department, Štěpánská 44, 110 00 Prague 1, Czech Republic
Website: www.coi.cz
Consumers resident in the European Union may also submit a complaint through the European Commission’s Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr. Using ADR or ODR is voluntary and does not affect your right to pursue the matter through the courts.
6. Data protection complaints
If your complaint concerns how we handle your personal data, please see our Privacy Policy. You also have the right to lodge a complaint with the Czech Office for Personal Data Protection (Úřad pro ochranu osobních údajů), www.uoou.cz, or with the data-protection authority in your country of residence.
7. Contact
To raise a complaint or ask about this policy, contact us at support@crystalskins.store or write to us at the registered address shown below.