REFUND POLICY

1.1  This Refund Policy applies to transactions made through Skin-Vibe (https://skin-vibe.live/), operated by DIGITAL NOXEN LIMITED (company number 17413307). It covers both skins the Member buys from us and skins the Member sells to us, and a transaction requires a registered account accessed through Steam; there is no guest checkout. Nothing in this Policy limits any mandatory consumer right under UK law, including under the Consumer Rights Act 2015.

2.1  A purchased skin is delivered through a Steam trade offer to the Member's supplied trade link. Delivery is complete only once the Member accepts the trade offer and the purchased skin is recorded in the Member's Steam inventory, as verified against Steam trade records. Sending a trade offer, or leaving it pending for acceptance, does not by itself complete delivery.

2.2  We investigate and offer an appropriate remedy if the Member was charged but the skin was not received, the trade offer was never sent or did not complete, the same order was charged twice, a failed payment was nevertheless captured, or the skin supplied is faulty or materially not as described. If the Member rejects an offer, does not accept it, or the offer expires or is cancelled before acceptance, the order remains undelivered. The Member should contact us promptly, preferably within fourteen days of purchase, so that we can verify the records and, where possible, issue a fresh offer or arrange a refund where legally required or available under this Policy. If an incorrect trade link, privacy restriction, hold or Steam limitation prevents receipt, we will ask the Member to correct the issue where possible and will then try delivery again; such a problem does not mean that an unaccepted offer is treated as delivered. Any mandatory rights to a remedy remain unaffected.

2.3  For distance purchases of digital content, a consumer ordinarily has fourteen days after the contract is made to cancel. That statutory cancellation right may be lost once early supply begins only if, before supply, the Member separately gave express consent to supply during the cancellation period, acknowledged the resulting loss of cancellation rights, and received the legally required confirmation on a durable medium, such as a confirmation email to the address entered at checkout. A general acceptance of these Terms alone is not enough. Where those requirements have not been met, the applicable statutory cancellation right continues. Whether or not a cancellation right has ended, rights concerning digital content that is not as described, faulty or not properly supplied remain available under applicable consumer law.

3.1  A sale of a skin to us completes when we have received and verified the skin and it becomes our property; at that point the agreed amount, less the 3% commission, becomes payable to the Member.

3.2  Before completion the Member may withdraw a pending sale offer. After completion, a sale is final and the skin belongs to us, except that we may reverse a completed sale later found to involve a skin the Member was not entitled to sell, an item obtained unlawfully, or fraud, in which case we may recover any amount paid. If we decline a sale or cannot verify a skin, it is returned to the Member’s inventory and no payment is due; we do not charge the commission on a sale that does not complete.

3.3  If the payout for a completed sale is missing, incorrect or duplicated, the Member should contact us with the sale reference. We will verify the payout records and, once a genuine error is confirmed, normally initiate any shortfall payment or correction within five business days, subject to any necessary compliance checks and the payout provider's processing time. We may recover an overpayment using lawful methods. Please do not submit a duplicate sale while the issue is under review.

4.1  To request a refund or report a payout issue, email [email protected] from the contact email entered at checkout for the relevant purchase. For a sale, identify the Steam account and sale or payout reference so we can verify the request; if the original contact email is unavailable, we will use proportionate alternative account or transaction checks. Steam is the only sign-in method and the checkout email is used for contact, not login. Include the transaction reference, date, amount and currency, and a short description of the problem. We aim to acknowledge within two business days and give a decision or substantive update within five business days after receiving the information needed. We will never request a Steam password, full card number or card security code.

4.2  Where a consumer exercises a valid statutory cancellation right, we reimburse without undue delay and no later than fourteen calendar days after the Member tells us. Where a refund or price reduction is due under the Consumer Rights Act 2015, we refund without undue delay and within the applicable statutory period, including fourteen days from agreeing that the Member is entitled to that remedy where the Act requires. Other approved refunds and confirmed payout corrections are normally initiated within fourteen calendar days, unless a shorter legal deadline applies or essential compliance checks lawfully prevent payment. Purchase refunds return to the original payment method, in the original transaction currency; sale proceeds go to the verified payout method. We charge no refund fee and prevent duplicate reimbursements.

5.1  The Member may contact us before raising a chargeback so that we can investigate, but doing so is not a condition of using any right to contact a card issuer or payment provider. If a chargeback is made, we may provide appropriate order, payment and Steam trade records to the relevant provider and may restrict an account temporarily where reasonably necessary for security or fraud prevention; any restriction will be proportionate and will not remove mandatory consumer rights.

5.2  Nothing in this Policy excludes rights that cannot lawfully be limited; under the Consumer Rights Act 2015, digital content the Member buys must be of satisfactory quality, fit for purpose and as described, and where it is not the Member may have a remedy under that Act in addition to the grounds set out here.