Refunds Explained: When and How You Can Get Your Money Back

Knowing the refund rules before you buy helps you avoid problems and act quickly if something goes wrong. This guide summarises when you can get a refund for a ReloadSkins purchase, which situations aren’t covered, how approved refunds are paid and how to make a request. For the complete wording, always read the full refund policy.

When you can get a refund

You are eligible for a refund in two situations:

• The item was not delivered. You paid, but the skin never reached you. Before you get in touch, open your incoming trade offers in Steam to see whether an offer is waiting for you to accept, because delivery only completes once you accept it.
• You received a different item. The item delivered to you is not the one you ordered. Compare its full name, including the exterior and any tags such as StatTrak™, with your order, and take screenshots.

In both situations, you need to request the refund within 7 days of purchase. The window counts from the purchase itself, so if something isn’t right, don’t wait to get in touch.

What isn’t refundable

The policy also lists situations that are not eligible for a refund:

• Delivered and accepted items. If the item you ordered was delivered and you accepted the trade offer, the purchase is complete. That’s why it’s worth checking the offer against your order before you accept.
• Incorrect Steam details supplied by you. For example, entering the wrong trade link at checkout, or a link for a different Steam account from the one you meant. Delivery goes to exactly the link you enter.
• Not accepting the trade offer in time. Delivery depends on you accepting the offer in Steam, so an offer left unaccepted isn’t covered. Keep an eye on your trade offers after you pay.
• Steam restrictions, bans or account limits. Problems caused by restrictions, bans or limits on the Steam side are not covered. If you know your account has a trading restriction, sort it out before you buy.
• Change of mind. Deciding you no longer want an item isn’t grounds for a refund, so take your time when choosing.

Several of these come down to details on your side, which means they’re largely within your control. The tips further down will help you avoid them.

How approved refunds are paid

If your refund is approved, the money goes back to the original payment method you used at checkout. If you paid by card, for example, that card is where the refund goes.

Sometimes, re-delivering the correct item may be offered instead of a refund. If you received the wrong skin, for instance, you may be offered the item you actually ordered as the way to put things right.

How to request a refund

1. Act within 7 days of purchase. Requests need to be made within this window.
2. Gather your details. You’ll need your order ID, a clear description of the problem and screenshots, such as your Steam trade offers or inventory.
3. Get in touch. Send your request through the contact page with everything above.

Useful screenshots might include your incoming trade offers page, your Steam inventory or the trade offer showing the item you received. The more specific your description and screenshots, the easier it is to understand what happened. If you received a different item, a screenshot of the item you got, alongside your order details, is especially helpful.

How to avoid problems in the first place

Many of the non-refundable situations above can be avoided with a few simple habits:

• Double-check your trade link. Paste your current Steam Trade URL into the “Trade link of the account that will receive the item” field, and don’t create a new one before your item arrives, as that invalidates the old link.
• Keep Steam Guard enabled. Without the Steam Guard Mobile Authenticator, Steam can hold trades for up to 15 days.
• Accept the trade offer promptly. After payment is confirmed, your item is sent as a Steam trade offer, and you need to accept it in Steam.
• Check your Steam account status. Before you buy, make sure your account has no restrictions or limits that could affect trading.
• Be sure before you buy. Read the full skin name, exterior and tags carefully, since change of mind isn’t refundable.

To understand the delivery side in more detail, see our guide on how skin delivery works.

Not sure whether your situation qualifies?

This guide is a summary, and real situations don’t always fit neatly into a list. If you’re unsure whether your situation counts, don’t guess. Read the full refund policy for the exact wording, then get in touch through the contact page with your order ID, a description of what happened and any screenshots you have.

The sooner you do this, the better, because eligible refund requests need to be made within 7 days of purchase. Waiting to see whether a problem resolves itself can leave you outside that window.

Key takeaways

• You’re eligible for a refund if your item wasn’t delivered or you received a different item, as long as you request it within 7 days of purchase.
• Delivered and accepted items, incorrect Steam details, trade offers not accepted in time, Steam restrictions and change of mind aren’t refundable.
• Approved refunds go back to your original payment method, or re-delivery of the correct item may be offered instead.
• Contact support through the contact page with your order ID, a description and screenshots.

If you’re unhappy with how something has been handled, ReloadSkins also has a complaints procedure you can follow.