Refund Policy

This Refund Policy explains when and how you can cancel an order, withdraw from a contract or receive a refund for Items purchased on skinrogue.com from Blackpine s.r.o. It forms part of our Terms of Service and applies in accordance with the Czech Civil Code and the Consumer Protection Act.

01Scope

This policy applies to all orders placed on the Website. Provisions on the right of withdrawal apply to consumers. Nothing in this policy affects your mandatory statutory rights.

02Your right of withdrawal

If you are a consumer, you generally have the right to withdraw from a contract concluded at a distance within 14 days of its conclusion, without giving any reason (Section 1829(1) of the Civil Code). To meet the deadline, it is sufficient to send your withdrawal notice before the period expires.

03Cancelling before supply

Until the Item has been supplied to your Steam account — for example while a trade offer is pending or cannot be delivered — you may withdraw from the contract at any time. We cancel the trade offer and refund the full amount paid.

04When you are entitled to a refund

• Withdrawal before supply — full refund.
• Non-supply — if we fail to supply the Item without undue delay and do not supply it within an additional reasonable period you have given us, or if we state that we will not supply it, you may terminate the contract and receive a full refund.
• Item not in conformity with the contract — if the Item supplied does not match your order (for example a different skin, exterior, float value or quality) and it cannot be brought into conformity by supplying the correct Item, or we fail to do so within a reasonable time, you are entitled to a proportionate price reduction or to terminate the contract and receive a refund. See our Complaints Policy.
• Duplicate or incorrect charge — any amount charged in error is refunded in full.
• Order cancelled by us — for example because of an obvious pricing error, unavailability of the Item or failed verification — full refund of any amount paid.

05When a refund is not available

• The Item has been supplied to your Steam account in conformity with the contract and you have changed your mind.
• Supply was prevented or delayed by circumstances on your side, such as an invalid trade URL, a private inventory, trade restrictions on your Steam account or your Steam Guard settings. In that case we send a new trade offer once the obstacle has been removed or, if the Item has not yet been supplied, refund you at your request.
• The market value of the Item has changed after purchase.
• Steam or Valve Corporation has restricted, reversed or modified the Item or your account after supply for reasons not attributable to us.

06How to request a withdrawal or refund

Send us an unambiguous statement by email to info@skinrogue.com. Please include:

• your name and the email address used for the order;
• the order number and the Item concerned; and
• the reason for your request (not required for a withdrawal) together with any supporting screenshots or Steam links.

You may use the model withdrawal form below, but you are not required to. We confirm receipt of your request without undue delay.

07How and when we refund you

If you withdraw from the contract, we refund all payments received from you without undue delay and no later than 14 days from the day we receive your withdrawal notice (Section 1831 of the Civil Code). Refunds following termination of a contract or a price reduction are likewise made without undue delay and no later than 14 days.

We use the same means of payment that you used for the original transaction, unless you expressly agree otherwise. You will not incur any fees as a result of the refund. How long it takes for the funds to appear in your account depends on your bank or payment provider.

08Chargebacks

If you believe you have been charged incorrectly, please contact us first so that we can resolve the issue quickly. Your right to dispute a payment with your bank is not affected; however, we may contest chargebacks we consider unjustified and provide the payment provider with evidence of supply.

09Your statutory rights

This policy does not limit your statutory rights as a consumer, including your rights arising from defective performance. If a dispute cannot be resolved with us, you can use out-of-court dispute resolution before the Czech Trade Inspection Authority, as described in our Terms of Service.

10Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. The form follows the model set out in Czech Government Regulation No. 363/2013 Coll.