Refund Policy

Template text — review with a lawyer before launch.

Last updated: October 12, 2026

We sell digital items that are delivered instantly through Steam trade offers. This policy explains when you can get your money back. It forms part of our Terms of Service.

The short version

• Before delivery: full refund, no questions asked.
• If we cannot deliver: full refund.
• After you accept the trade offer: the sale is final, except where the item is not as described.

Before delivery

You can cancel any order until you accept the trade offer. Cancel from your order page or contact support, and we will refund the full amount to your original payment method.

Failed delivery

If a trade offer fails or expires, you can request a new one. If we still cannot deliver the item, for example because it is no longer available or Steam restrictions block the trade, we will refund you in full.

After delivery

Once you accept the trade offer, the item has been delivered and the sale is final. Digital items cannot be returned like physical goods, and their market value can change at any moment.

The exception: if the item you received does not match the listing, such as a different float, pattern or stickers, contact us within 48 hours of delivery with your order number. We will investigate and, where the item is not as described, offer a replacement or a refund once the item is returned to us.

Your right of withdrawal

If you are a consumer in a region with a statutory right of withdrawal for digital content, you will be asked at checkout to agree to immediate delivery and to acknowledge that you lose the right of withdrawal once delivery begins. Nothing in this policy limits rights you have under mandatory consumer protection law.

How refunds are paid

• Card payments: refunded to the original card. Your bank may take several business days to show it.
• Crypto payments: refunded in the same cryptocurrency to a wallet address you confirm with support. Network fees may apply.
• Store balance: amounts paid with store balance, including Symbiote Club cashback, are returned as store balance.

Trade protection and reversals

Items you receive may be under Valve’s trade protection period. We never reverse a completed, paid trade. If a delivered trade is reversed from your side, contact support so we can help; a reversal does not by itself entitle you to a refund.

Chargebacks

If something went wrong, please contact us before contacting your bank. We can usually fix it faster. Chargebacks on orders delivered as described may lead to account restrictions.

How to request a refund

Contact us at [support email] with your order number and a short description of the issue. We aim to respond within one business day.