Refund & Dispute Policy

1.1 If you buy an Item as a consumer, your rights under the Consumer Rights Act 2015 apply in addition to this Policy. Nothing in this Policy limits those rights.

1.2 Items are digital content supplied immediately at your express request. Once an Item has been delivered to your Steam inventory, the 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 no longer applies, as you acknowledge when placing the Order.

2.1 Non-delivery. If the Company has not delivered the Item within 24 hours of confirmation of your payment for reasons not caused by you, you are entitled to a full refund. Please contact [email protected] with your order number and we will refund you in full to the payment card used. If you prefer, you may instead ask us to resend the Trade Offer; your right to a full refund remains until the Item is delivered.

2.2 Cancellation before delivery. You may ask to cancel an Order before you accept the Trade Offer. If the Trade Offer has not yet been accepted, we will cancel it and refund you in full.

2.3 Delivered Items. Once you have accepted the Trade Offer and the Item is in your Steam inventory, the Order is fulfilled and is not refundable because you changed your mind or because the market value of the Item has changed.

2.4 Item not as described. If the Item delivered does not match its listing in a material respect (for example, a different Item, exterior, float range or attached sticker shown on the listing), contact us within 72 hours of delivery with your order number and evidence. Where we confirm the mismatch, we will offer you a replacement if available or a refund on return of the Item to the Company's account. This does not limit your statutory rights.

2.5 Unavailable Items or obvious price errors. If an Item becomes unavailable after payment or was listed at an obviously incorrect price, we will cancel the Order and refund you in full.

3.1 If the Market Seller does not send the Trade Offer within 60 minutes of the sale, or the Item is not delivered to your Steam inventory within 25 hours of the sale, the order is closed automatically and the full price is refunded to your Balance.

3.2 After an automatic refund, decline any late Trade Offer from that Market Seller. If you accept it, the Company may charge you again for that Item, as explained in the Selling & Payout Policy.

3.3 If you receive an Item that does not match the listing, do not accept the Trade Offer. If it has been accepted, contact [email protected] within 72 hours of delivery with the order reference and evidence.

4.1 If Steam reverses a trade within its 7-day trade protection period, the related sale is unwound: the buyer is refunded and the seller's credit is cancelled or, if already withdrawn, recovered as a debt.

4.2 If an Item is shown to be stolen, obtained by fraud or subject to a valid third-party claim, the Company may reverse the related sale, refund the buyer, recover the amount from the seller and co-operate with Steam, payment providers and law-enforcement authorities.

5.1 Either party to a Market sale may raise a dispute within 14 days of the sale by writing to [email protected] with the order reference and evidence (for example, screenshots, the Steam trade history or an inspection link). A claim that an Item is not as described must, however, be raised within 72 hours of delivery.

5.2 We invite the other party to respond within 48 hours and decide the dispute within 10 business days on the basis of the listing, the Steam trade history and the Company's verification records. The Company's records of the Market Buyer's inventory are the primary evidence of delivery.

5.3 Our decision on how held funds are settled is final for the purposes of the Website. It does not prevent a consumer from using the routes in section 8 or from bringing court proceedings.

• purchases from the Company's inventory paid by card are refunded to the card used for the payment;
• Market purchases paid from the Balance are refunded to the Balance;
• card refunds usually appear within 5 to 10 business days, depending on your card issuer;
• refunds are made in the amount and currency of the original payment; the Company is not responsible for exchange-rate differences or fees charged by your card issuer;
• if a refund cannot be made to the original card (for example, because the card has been closed), we will refund you by another method in your own name after verifying your identity.

7.1 If you believe a card payment was unauthorised or incorrect, please contact us first so that we can resolve it quickly. A chargeback is handled by your card issuer under card scheme rules and is separate from this Policy.

7.2 If a chargeback is raised for an Item that was delivered, the Company may defend it using the Order and delivery records, may restrict your account while the chargeback is pending and, if the chargeback is unjustified, may recover the amount and any related fees from you.

8.1 Send complaints to [email protected] with your Steam ID, the order or sale reference and a description of the issue. We acknowledge complaints within 3 business days and aim to provide a final response within 15 business days.

8.2 If you are a consumer and remain dissatisfied, you may refer the matter to an alternative dispute resolution provider that agrees to handle it, or bring proceedings in a competent court.

8.3 Registered details: ZORORYXA CO LIMITED, company number 17504711, registered office: 50-54 St Paul's Square, Birmingham, United Kingdom, B3 1QS.