Refund Policy

Refunds for a failed or disputed skin purchase (see "failed skin deliveries" and "delivered orders" below) are credited to your wallet balance as USD credits (1 credit = US$1), not to your bank account, card, or any external method — wallet credits can be spent on any skin purchase on the platform. This is separate from a refund of an unspent wallet top-up, which is returned to your original payment method instead; see "wallet top-ups" below.

Skins are delivered via a Steam trade offer. If a trade cannot be completed — for example the item is no longer available at that price when you check out — the amount is returned to your wallet straight away. If the purchase was placed but the Steam trade is not completed in time (the seller does not send it, or the offer is not accepted) and the market cancels the purchase, our system, which checks every 10 minutes, returns that item's price to your wallet automatically. If a trade has not arrived, you can also contact support.

Because skins are digital items delivered through Steam, a completed trade is final and generally non-refundable once the item is in your inventory. If you believe an item was mis-described or you received the wrong item, contact us within 48 hours and we will investigate.

Unspent wallet credits from a top-up are refundable to the card you paid with within 14 days of the top-up, subject to identity and fraud checks. Our payment system cannot send card refunds automatically, so these refunds are handled through support: email support@oxide.tech with your Steam ID or OXIDE nickname (from the email saved in Dashboard → Account, if you added one) and tell us which top-up it is. We remove the unspent amount from your wallet balance and return it to your card; how long it takes to appear depends on your bank. Credits already spent are not refunded as cash.

When a delivery fails, the item's price is returned to your wallet automatically once the trade is closed out. You can see it in Dashboard → Orders (the order shows "Refunded to your wallet") and in Dashboard → Wallet → recent transactions; if you have added an email in Dashboard → Account, we also email you. Your wallet balance and order status update as soon as a refund is applied. If a refund looks missing, contact support.

Credits purchased via card top-up are used to buy items on the platform and are not refundable for cash, except unspent credits refunded to your card within 14 days of the top-up (see "wallet top-ups"); where a purchase transaction fails, the amount is returned to your wallet balance. Funds you earn from selling your own items are a withdrawable balance and are handled through our withdrawal and identity-verification (KYC) process described in the Payment Policy — not as refunds.

If you are an EU or EEA consumer, EU law (Directive 2011/83/EU, the Consumer Rights Directive) ordinarily gives you a 14-day right to withdraw from an online purchase without giving a reason. Skins are digital items delivered through Steam after purchase; checkout does not ask you to give up the withdrawal right, and confirming checkout is not treated as a waiver of it. The purchase is placed with the seller as soon as you confirm checkout and cannot be stopped after that; to withdraw from a purchase within 14 days, email support@oxide.tech with your order number and we review the request. This does not affect your other statutory rights, including your right to a refund or replacement for an item that is not as described, faulty, or not delivered, under the consumer protection laws of Estonia or your local jurisdiction. Nothing in this policy limits those rights, and where mandatory law requires a refund by another method, we comply.

To request a refund or query one, email support@oxide.tech or write to DEK KEY OÜ, Registry code 17506258, Kivilinna tn 15-92, Narva, Ida-Viru maakond, Estonia.