Refund Policy

01The nature of what you buy

BulletSkin sells digital content — cosmetic CS2 items delivered electronically to your Steam account. Once a Digital Item has been transferred to your account, it cannot be "returned" the way a physical product can — it has already been delivered into your Steam inventory.

02Consent to immediate delivery

When you place an Order and request immediate delivery, you expressly consent to the supply of digital content beginning immediately and acknowledge that, under EU consumer law, you lose the statutory 14-day right of withdrawal once delivery has been completed. This does not affect your rights where an item is faulty, not as described, or not delivered.

03When you ARE entitled to a refund

You are entitled to a full refund in the following situations:

• Non-delivery — you paid for an Order but the Digital Item was never delivered to your Steam account, and the failure was not caused by incorrect information or settings on your side.
• Duplicate or incorrect charge — you were charged more than once for the same Order, or charged an incorrect amount.
• Wrong item delivered — the item delivered materially differs from the item described at checkout (for example a different skin, wear, or variant).
• Order cancelled by us — we cancelled your Order before delivery (for example due to unavailability or a pricing error).
• Unauthorised payment — a confirmed case of an unauthorised transaction, subject to verification.

04When refunds are NOT available

Refunds will generally not be provided where:

• the Digital Item has already been successfully delivered to your Steam account and matches its description ("change of mind");
• the in-game or market value of the item has changed after purchase;
• delivery failed or was delayed because of incorrect Trade URL, a private inventory, a full inventory, a Steam trade hold, or a trade ban/restriction on your account;
• you breached our Terms of Service, or the request relates to fraudulent or abusive activity; or
• the request is made an unreasonable time after the Order without a valid reason.

05How to request a refund

To request a refund, contact support@bulletskins.store with:

• your account email and order number;
• a description of the issue; and
• any relevant evidence (for example screenshots).

Our team will review eligible requests promptly, usually within 1–3 business days, and may ask for additional information to verify your Order and identity.

06How refunds are issued

Approved refunds are returned to the original payment method used for the Order (Visa, Mastercard, Apple Pay or Google Pay). Once approved and processed on our side, it typically takes 5–10 business days for the funds to appear, depending on your bank or payment provider. Refunds are made in the original currency of the Order; we are not responsible for currency-conversion differences or fees applied by your provider.

07Chargebacks

If you have a concern about an Order, please contact us first — we will almost always resolve legitimate issues quickly. Initiating a chargeback for an Order that was correctly delivered, or without contacting us, is considered abusive and may result in suspension of your account and the loss of access to the Store. We cooperate with payment providers to contest unwarranted chargebacks.

08Your statutory rights

Nothing in this Refund Policy limits your mandatory rights as a consumer under Polish and EU law, including rights relating to digital content that is faulty or not as described. This Policy operates in addition to those rights.

09Contact

Need help with an Order or a refund? Our team is here for you.