Refund Policy

This policy forms part of our Terms of Service and applies to every purchase from csskinforge.com, operated by LOOT FORGE LTD, company number 17323859, England and Wales.

1. Digital items and the right of withdrawal

We sell digital content — CS2 in-game items delivered to your Steam account by trade offer, usually within minutes of payment. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers normally have 14 days to cancel a distance purchase. That right does not apply to digital content once its supply has begun with your express consent and your acknowledgement that you lose the right to cancel.

At checkout you are asked to confirm both of these things before payment. Once the trade offer has been delivered and accepted into your Steam inventory, the order is complete and the 14-day cancellation right no longer applies. This is because a delivered skin cannot be "returned" — it has left our inventory, and its float, pattern and market value cannot be restored to the state they were in.

Before delivery you can cancel for any reason and receive a full refund. Email info@csskinforge.com with your order number, or use the cancel option on the order page. If the trade offer has been sent but not yet accepted, decline it and contact us and we will cancel and refund the order.

None of this affects your statutory rights under the Consumer Rights Act 2015: digital content we supply must match its description, be of satisfactory quality and be fit for purpose. Where it is not, you are entitled to a repair, replacement or refund regardless of anything in this policy.

2. Automatic refunds for failed deliveries

If we take payment and cannot deliver, you get your money back automatically — you do not need to ask. This applies where:

• the item was no longer in our inventory when your order was processed
• our bot could not complete the trade for a technical reason on our side
• Steam trading was unavailable, or Valve restricted the item, for longer than 24 hours
• the listing contained an obvious pricing or specification error and we cancelled the order
• our checks meant we could not accept the order after payment was taken

We initiate the refund within 1 business day of confirming the delivery failure and refund 100% of the amount charged, including any fee we charged you.

Where the failure is on your side — no trade URL saved, an invalid trade URL, a private inventory, a trade ban or Steam Guard hold, a full inventory, or a declined or expired trade offer — we hold the item for 7 days and re-attempt delivery once you have fixed the issue. If it is still not resolved after 7 days, you can choose delivery at a later date or a full refund. We do not charge a restocking fee.

3. Wrong or missing items

Check your delivery against your order confirmation as soon as you receive it. If something does not match, contact us at info@csskinforge.com within 7 days of delivery with your order number, the trade offer ID and a screenshot of the item in your inventory.

You are entitled to a replacement or a full refund where the item you received differs materially from the listing — a different float value, a different wear category, a different pattern or paint seed where the listing specified one, a missing or different StatTrak™ or Souvenir designation, missing or different applied stickers, charms or nametag, or a different item entirely.

We do not refund because of buyer's remorse, because you changed your mind, because you bought the wrong variant of an item that was correctly described, or because the item's market value fell after delivery. Skin prices move constantly, and the reference prices shown on the Site are indicative Steam Community Market data, not a valuation or a guarantee.

We investigate claims and respond within 2 business days. Where a claim is upheld we offer, at your choice, an equivalent replacement item or a full refund. If we delivered an item of higher specification than you ordered, we do not ask for a payment top-up.

4. Chargebacks

If you do not recognise a charge, or something has gone wrong with an order, contact us first at info@csskinforge.com. We can almost always resolve it faster than your bank can — most disputes turn out to be an unfamiliar billing descriptor or a delivery that was made to a Steam account under a different display name.

Raising a chargeback without contacting us first is treated as a dispute rather than a refund request. When we receive one, we submit the full evidence file to the card scheme: the order record, the checkout consent to immediate delivery, the Steam trade offer ID, the delivery timestamp, the receiving Steam ID, the IP and device data from the session, and all correspondence.

Where a chargeback is raised on an order we delivered correctly, we will defend it, and we may suspend the account and refuse future orders pending the outcome. Where a chargeback is upheld against us but the item was verifiably delivered and accepted, we reserve the right to recover the amount as a debt and to report the matter as payment fraud.

Fraudulent chargebacks are a criminal offence. Genuine unauthorised use of your card is a different matter entirely — if you believe your card has been used without your knowledge, tell your bank and tell us, and we will support the investigation and refund immediately once unauthorised use is confirmed.

5. How refunds are paid

Refunds are always returned to the original payment method — the card used for the purchase. We cannot refund to a different card, to a bank account, to a third party, or as skins, store credit or cryptocurrency.

We issue refunds in the currency of the original charge and for the full amount we received. Where your card is denominated in another currency, the amount that lands in your account may differ slightly because of your issuer's exchange rate on the refund date; that difference is set by your bank and is outside our control.

Timeframes. We initiate refunds within 1 business day of approving them and in every case within 14 days, as required by law. Funds typically appear on your statement within 5–10 business days, depending on your bank. Some issuers reverse the original authorisation instead of posting a separate credit, in which case the original charge simply disappears from your statement.

We send a refund confirmation by email with a reference number as soon as the refund is issued. If more than 10 business days have passed and you cannot see it, send us that reference and we will trace it with our payment provider.

Complaints

If you are not satisfied with how a refund has been handled, write to info@csskinforge.com marking your message "Complaint". We acknowledge complaints within 2 business days and aim to give a final response within 14 days. If you remain dissatisfied, you keep all your rights under English consumer law, and any mandatory consumer protections of your own country of residence.

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LOOT FORGE LTD · Company No. 17323859 (England and Wales) Piccadilly Business Centre, Unit C, Aldow Enterprise Park, Blackett Street, Manchester M12 6AE, United Kingdom info@csskinforge.com · +44 7577 018239 · Monday–Friday, 10:00–18:00 UTC