Complaints Policy

01Our commitment

We treat every complaint as a chance to improve. Whatever the issue, we will handle it promptly, fairly and confidentially, and at no cost to you. No customer will ever be treated less favourably for raising a genuine concern in good faith. When you contact us, you can expect that your complaint will be:

• Acknowledged quickly — so you know it has reached the right people;
• Investigated impartially — on the facts, using our order, delivery and payment records;
• Answered clearly — with a plain-language explanation of our decision and the reasons for it;
• Handled respectfully — with your privacy protected throughout; and
• Free of charge — raising a complaint never costs you anything.

02What this policy covers

This Policy applies to complaints about any part of your experience with BulletSkin, including the digital CS2 items you buy, delivery to your Steam account, payments and billing, our website, and the service you receive from our team. It sets out the process we follow when handling a complaint.

Where your concern is specifically about getting your money back, the eligibility rules and timeframes are set out in our Refund Policy; this Policy governs how a complaint is received, investigated and resolved.

03What counts as a complaint

A complaint is any expression of dissatisfaction — whether or not it is justified — that you would like us to look into and respond to. Typical examples include:

• Delivery issues — an Order that was not delivered, was delayed, or where the wrong item, wear or variant reached your Steam inventory;
• Billing & payment issues — an incorrect charge, a duplicate charge, or a problem with a refund;
• Product concerns — an item that does not match its description at checkout;
• Service concerns — the conduct, tone or responsiveness of our support team;
• Website concerns — errors, inaccurate information, or accessibility problems on the Store; or
• Data concerns — how we have handled your personal data (these may also be raised under our Privacy Policy).

04How to submit a complaint

The fastest way to reach us is by email at support@bulletskins.store with the word “Complaint” in the subject line. To help us resolve things as quickly as possible, please include:

• the email address associated with your account;
• your order number, where the complaint relates to a specific Order;
• a clear description of what went wrong, and when it happened;
• what you would like us to do to put it right; and
• any evidence that supports your complaint, such as screenshots or a transaction ID.

You do not need to use any special form or wording — a clear description of the problem is enough. The more detail you can give us up front, the sooner we can look into it.

05What happens next

Once your complaint reaches us, here is what you can expect:

• Acknowledgement within 48 hours. We confirm we have received your complaint and, where possible, tell you who is handling it.
• A full response within 14 calendar days. In most cases we will have investigated and given you our resolution within this time.
• If more time is needed. Should a complaint be especially complex, we will tell you before the 14 days are up, explain why, and give you a revised date — which will be no later than 30 days from the day we received your complaint.

06How we investigate & resolve

Your complaint is reviewed impartially by a member of our team, who will look at the relevant order records, delivery logs and payment information. We may come back to you for additional details or evidence so that we fully understand what happened.

Depending on what our review finds, an appropriate resolution may include one or more of the following:

• re-delivering or correcting an item that was not delivered or was delivered incorrectly;
• issuing a refund in line with our Refund Policy;
• correcting a billing error and returning any amount overcharged;
• fixing an error or inaccuracy on the website; or
• explaining our position, with reasons, where a complaint is not upheld.

We will always give you our decision and the reasoning behind it in writing.

07If you are not satisfied

If our response does not resolve your complaint, please reply and let us know why — you can ask for the matter to be escalated. It will then be re-examined by a senior member of the team who was not involved in the original decision. We aim to complete escalated reviews within a further 14 days and will write to you with the outcome.

08Alternative dispute resolution

As a trader established in Poland, we are committed to resolving disputes directly wherever we can. If we are unable to settle a complaint with you, you may — as a consumer — be entitled to use out-of-court alternative dispute resolution (ADR). Depending on your circumstances, you can seek assistance from:

• your local municipal or district consumer ombudsman (miejski lub powiatowy rzecznik konsumentów), who offers free advice and support to consumers;
• the Trade Inspection (Inspekcja Handlowa) and the Permanent Consumer Arbitration Courts operating alongside it; and
• the Office of Competition and Consumer Protection (UOKiK) — www.uokik.gov.pl — which publishes information on consumer rights and available ADR entities.

Taking part in ADR is voluntary for both sides. We are not obliged to use any particular ADR scheme and will assess each case individually, but we will always engage constructively. Using ADR does not affect your right to pursue the matter through the ordinary courts.

09Records & data protection

We keep a record of the complaints we receive and how they were resolved. We do this to meet our legal obligations and to identify where we can improve our products and service. Any personal data you share with us when making a complaint is processed only to investigate and resolve it, and is handled in accordance with our Privacy Policy.

10Contact

Have a concern you would like us to look into? Get in touch and we will take it from there.