Last Updated: April 22, 2026

1. Introduction

At ELAYWAVE Sp. z o.o., we take great pride in the efficiency of our delivery system and the accuracy of our inventory. However, because we deal with digital assets that are transferred via the Steam platform, certain technical variables may occur. This Refund and Claims Policy ("Policy") outlines the strictly regulated procedures under which a refund or a claim for incorrect item delivery may be processed.

By making a purchase on ShadowSkins, you acknowledge and agree to the terms set forth in this Policy.

2. The Nature of Digital Goods

All products sold on ShadowSkins are digital goods (Counter-Strike 2 skins). Unlike physical merchandise, digital items cannot be "returned" once they have been successfully transferred to your Steam account via a Trade Offer. Therefore, our refund process is strictly limited to addressing technical failures or discrepancies in the item delivered.

3. Eligibility for Refunds and Claims

Refund requests are only considered valid under two specific, verifiable circumstances:

3.1. Non-Delivery of Item

A claim for non-delivery may be submitted if a purchase was successfully completed (payment confirmed), but the corresponding Steam Trade Offer was not received by the User's account due to a documented error on the part of ShadowSkins or our automated delivery system.

3.2. Discrepancy in Item Attributes

A claim for an incorrect item may be submitted if the skin delivered to the User’s Steam inventory does not match the description provided at the time of purchase. This includes, but is not limited to:

  • Incorrect Skin Name.
  • Incorrect Wear/Float value (if specified in the listing).
  • Missing or significantly different stickers (if specifically listed as part of the item's value).

4. The Seven (7) Day Limitation Period

Strict Deadline: All claims for non-delivery or incorrect items must be submitted to our support team within seven (7) calendar days from the timestamp of the transaction.

ShadowSkins reserves the right to reject any claim submitted after this 7-day window has expired. This period is necessary to allow for the verification of trade histories and to ensure that the item in question has not been subsequently traded away or modified by the User.

5. Ineligibility and Exclusions

To maintain the integrity of our service, refunds will NOT be granted in the following instances:

  • User Error (Trade URL): If the User provided an incorrect, expired, or invalid Steam Trade URL during the checkout process.

  • User Error (Privacy Settings): If the User's Steam Inventory was set to "Private," preventing our system from initiating or completing the trade.

  • Change of Mind: If the User simply no longer desires the item or has purchased a different skin elsewhere.

  • Post-Transfer Transactions: If the User has traded, sold, or otherwise transferred the skin to another party after receiving it from ShadowSkins.

  • Steam Account Restrictions: If the delivery failed due to a trade ban, cooldown, or any other restriction imposed by Valve Corporation on the User's account.

6. Mandatory Claim Procedure

To initiate a formal claim, the User must follow the procedure outlined below. Failure to provide required evidence will result in an automatic rejection of the claim.

  1. Contact Support: Send an email to .
  2. Subject Line: Must include your Order Number (e.g., "CLAIM: Order #12345").
  3. Required Documentation: The email must contain clear, unedited screenshots or video evidence demonstrating:
    • The successful payment/order confirmation.
    • The Steam Trade History showing the specific trade in question.
    • (In case of discrepancy) A screenshot of your Steam Inventory showing the incorrect item received.
  4. Investigation: Once received, our team will conduct a thorough audit of our internal logs and the Steam API records.

7. Refund Processing and Method

If a claim is verified and approved by ELAYWAVE Sp. z o.o., the refund will be processed as follows:

  • Refund Method: The refund will be issued exclusively to the original payment method used during the transaction (e.g., the specific credit card used for purchase). We cannot issue refunds to alternative cards or via third-party wallets.
  • Timeline: Approved refunds are typically processed within 5 to 10 business days, depending on your banking institution's processing time.

8. Finality of Decision

All decisions made by the ShadowSkins support team regarding the validity of a claim and the approval/denial of a refund are final and binding. By using our services, you waive the right to dispute these internal verification results.