Complaints Policy

This Complaints Policy explains how to exercise your rights if an Item you purchased from Blackpine s.r.o. on skinrogue.com does not conform to your contract, and how we handle any other complaint about our services. It forms part of our Terms of Service and is issued in accordance with the Czech Civil Code and Sections 13 and 19 of Act No. 634/1992 Coll., on Consumer Protection.

01Scope

This policy covers (a) claims arising from defective performance, where a supplied Item does not conform to the contract, and (b) any other complaint about the Website, orders, delivery, customer service or your account. Part (a) describes the statutory rights of consumers; business customers have the rights granted by the Civil Code for business relationships.

02Our responsibility for conformity

We are responsible for ensuring that every Item conforms to the contract when it is supplied. An Item conforms to the contract in particular where:

• it is the Item specified in your order, including its name, exterior (wear), float value, rarity and quality (for example StatTrak™ or Souvenir);
• it has the characteristics described on the Website; and
• it has been supplied to your Steam account so that it can be held in your inventory.

03What is not a defect

• changes in the market value or popularity of an Item after purchase;
• changes to the appearance, properties or rules of Items made by Valve Corporation after supply;
• trade holds, trade protection periods, restrictions or bans applied by Steam to your account for reasons not attributable to us; and
• problems caused by incorrect information you provided, such as an invalid trade URL.

04Time limits

We are liable for defects that exist when an Item is supplied and become apparent within two years of supply. We recommend notifying us without undue delay after you discover a defect, as this helps us resolve the matter quickly.

05How to lodge a complaint

Send your complaint by email to info@skinrogue.com with the subject “Complaint – Order #” followed by your order number, or by post to Blackpine s.r.o., 1512/22 Podskalská, Nové Město, 128 00 Prague 2, Czech Republic. Please include:

• your name and the email address used for the order;
• the order number and the Item concerned;
• a description of the defect or issue and when you discovered it;
• the remedy you request; and
• supporting evidence where available, such as screenshots, a link to your Steam inventory or the Item’s inspect link.

A complaint is lodged on the day we receive it.

06Confirmation of receipt

We confirm receipt of your complaint in writing, by email, without undue delay. The confirmation states the date on which the complaint was lodged, its content and the remedy you have requested.

07How we handle your complaint

We assess every complaint individually and may ask you for additional information needed to verify the order or the defect. We decide on and settle the complaint without undue delay and no later than 30 days from the day it was lodged, unless we agree with you on a longer period. Once the complaint has been settled, we send you a written confirmation stating the date and manner of settlement or, if the complaint is rejected, the reasons for its rejection.

08Remedies

If your complaint is justified, you are entitled to have the Item brought into conformity with the contract free of charge, within a reasonable time and without significant inconvenience to you — usually by our supplying the correct Item to your Steam account.

You are entitled to a proportionate price reduction or to terminate the contract and receive a refund where:

• bringing the Item into conformity is impossible or would be disproportionate;
• we do not bring the Item into conformity within a reasonable time;
• the lack of conformity persists despite our attempt to remedy it;
• the lack of conformity is so serious that it justifies an immediate price reduction or termination; or
• we have declared, or it is clear from the circumstances, that we will not bring the Item into conformity.

Refunds are made without undue delay and no later than 14 days, using the same means of payment you used, free of charge.

09Other complaints

For any other complaint — for example about a delayed delivery, your account, our communication or the Website — please contact us in the same way. We aim to acknowledge your complaint within two business days and to send you a full response within 14 days. If a matter requires more time, we keep you informed.

10If you are not satisfied

• Out-of-court dispute resolution: consumers may submit a request to the Czech Trade Inspection Authority (Česká obchodní inspekce), Štěpánská 567/15, 120 00 Prague 2, Czech Republic, coi.gov.cz. The request must be submitted no later than one year from the day on which you first raised your claim with us.
• Cross-border disputes: consumers resident in another EU Member State, Iceland or Norway can contact the European Consumer Centre Czech Republic (evropskyspotrebitel.gov.cz).
• Supervisory authorities: the Czech Trade Inspection Authority (coi.gov.cz) supervises compliance with consumer protection law, and the Office for Personal Data Protection (uoou.gov.cz) handles data protection complaints.
• Courts: you may bring a claim before the competent court.

11Records

We keep records of complaints and of how they were settled for as long as necessary to demonstrate their handling and to defend legal claims, as described in our Privacy Policy.

12Contact

Blackpine s.r.o., 1512/22 Podskalská, Nové Město, 128 00 Prague 2, Czech Republic · info@skinrogue.com