1. General rules

This Refund Policy applies to purchases and transactions made on ACE Skins, operated by SOFISTA OÜ.

Digital in-game items such as CS2 skins remain the intellectual property of Valve Corporation. Users receive only a limited right to use them within Steam.

2. Exceptions

Refunds are only possible in limited cases:

• Delivery fails because of a verified technical error.
• A duplicate payment is made.
• A fraudulent or unauthorized transaction is proven.

ACE Skins is not responsible for market value changes of skins or for restrictions, bans, or trade locks applied by Valve.

3. EU right of withdrawal for digital content

Consumers in the European Economic Area normally have 14 days to withdraw from a distance contract. For digital content supplied without a tangible medium, that right may end once performance begins only after the consumer has given prior express consent to immediate performance and acknowledged the consequent loss of the withdrawal right.

ACE Skins therefore uses a separate mandatory checkbox at checkout. By selecting it, the customer expressly requests immediate Steam delivery before the withdrawal period expires and acknowledges that the withdrawal right is lost once delivery begins after that consent. The order record stores the time of this consent and the applicable policy version.

4. Refund requests

Requests must be submitted within 14 days of the relevant transaction by emailing finance@aceskins.store.

When a request is reviewed, users may be asked for order details, payment confirmation, account information, or other evidence needed to verify the case.

5. Processing times

If a refund is approved, it should be returned to the original payment method within 14 business days. Actual timing can still vary depending on the payment provider or bank.

6. Chargebacks and disclaimer

If a cardholder raises a dispute or chargeback, ACE Skins may submit relevant transaction and fulfilment records to its payment processor or acquirer for handling under the applicable Visa or Mastercard procedures. The final outcome is determined under the applicable card-scheme, acquirer, and issuer procedures. See the Payment Policy for further details. Using a legitimate chargeback or statutory remedy does not by itself justify an account restriction.