This Refund Policy explains when and how you can get your money back for an order placed on penguinskins.com, which is operated by GEMSEED LTD. It forms part of our Terms of Service and does not affect your statutory rights.
1. Summary
- You can request a full refund within 7 days of your order if you did not receive your Item or if a technical problem on our side affected your order.
- If we cannot deliver an Item, we refund you in full, even if you have not asked.
- Refunds are made in euro (EUR) to the payment method you used.
- Once you have accepted the Trade Offer and the Item is in your Steam inventory, the purchase is final, except where the law gives you a remedy.
2. When you can get a refund
You are entitled to a full refund of the amount you paid for the affected Item if, within 7 days of the date of your order, you tell us that:
- You did not receive your Item. For example, we did not send a Trade Offer, the Trade Offer was cancelled or expired, or the Item became unavailable after you paid.
- A technical problem on our side affected your order. For example, you were charged more than once, you were charged but no order was created, or an error in our systems prevented delivery.
3. Cancelling before delivery
You can cancel your order at any time before we send the Trade Offer by contacting us. We will cancel the order and refund you in full.
4. When refunds are not available
When you place an order, you ask us to deliver your Items immediately and acknowledge that you lose your right to cancel once we send the Trade Offer. After you accept the Trade Offer and the Item is in your Steam inventory, the sale is final. In particular, we do not give refunds for:
- a change of mind after delivery;
- a change in the market price of an Item after purchase;
- Items you have traded, sold or lost after delivery, including through a compromised Steam account; or
- restrictions, bans, trade holds or changes made by Valve after delivery, unless they result from our actions.
This does not affect your rights if an Item does not match its listing (see section 5).
5. Items not as described
If the Item you received does not match its listing (for example a different float value, pattern seed, exterior, StatTrak™ status or stickers), please contact us as soon as possible. We will put it right by delivering the correct Item or, if that is not possible, by refunding you in full. We may ask you to return the incorrect Item to us by Steam trade offer.
6. How to request a refund
Email support@penguinskins.com or use the form on our Contacts page (topic “Refund request”), and include:
- your order number;
- the email address you used for the order;
- your Steam Trade URL or Steam profile link; and
- a short description of the problem, with screenshots if you have them.
We reply within 2 business days. If we need more information to assess your request, we will tell you what we need.
7. How and when you are refunded
- Approved refunds are paid to the original payment method, in euro (EUR), for the full amount you paid for the affected Item, including any fees we charged for it.
- We issue approved refunds within 7 days. How long the money takes to reach your account depends on your bank or payment provider.
- We cannot refund to a different payment method, account or person, or in another currency. If your original payment method is no longer available, we will agree an alternative with you after verifying your identity.
- If your bank converts the refund into another currency, the amount you receive may differ from the amount you paid because of exchange rates or bank fees, which are outside our control.
8. Chargebacks
Please contact us before raising a chargeback or payment dispute. Most problems are solved faster directly. If a chargeback is raised for an order that was delivered, we may provide evidence of delivery to the payment provider and suspend the related account while the dispute is open.
9. Your statutory rights
Nothing in this policy affects your rights under applicable consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or equivalent laws in the country where you live.
10. Contact
GEMSEED LTD, First Floor Office, 3 Hornton Place, London, W8 4LZ, United Kingdom. Email: support@penguinskins.com.