Last Updated: October 08, 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

A refund may be considered where:

  • Payment was successfully completed but the purchased skin was not delivered due to a verified technical error attributable to ShadowSkins or its delivery system;
  • The delivered item materially differs from the item ordered, including incorrect skin, wear/float value or specifically listed item attributes;
  • An order is cancelled by ShadowSkins due to a technical pricing or inventory error.

Refunds are not available where:

  • The item has been successfully delivered and accepted into the customer’s Steam account;
  • The customer changes their mind after purchase;
  • Delivery failed because of an incorrect or expired Steam Trade URL supplied by the customer;
  • The Steam inventory was private;
  • The customer’s Steam account was subject to a trade ban, cooldown or other restriction;
  • The customer has subsequently sold, traded or transferred the delivered item.

4. Refund Request Process

To request a refund or submit a claim, the customer must contact support@shadowskins.com within 7 calendar days of the transaction.

The request must include:

  • Order number;
  • Email address used for the purchase;
  • Description of the issue;
  • Payment/order confirmation;
  • Steam Trade History screenshot;
  • Where relevant, a screenshot of the item received.

ShadowSkins may request additional information reasonably required to verify the claim.

4.1. Refund Processing Timeline

Claims will normally be reviewed within 10 business days after all required information has been received.

If approved, the refund will be issued to the original payment method.

Approved refunds are normally processed within 5–10 business days, although the final crediting time may depend on the customer’s bank or card issuer.

4.2. Delivered Digital Goods

Due to the nature of digital goods, a skin that has been successfully delivered to and accepted by the customer’s Steam account cannot normally be returned or refunded.

This does not affect claims relating to an incorrect item or a verified delivery error attributable to ShadowSkins.

5. Non-Receipt and Disputed Delivery Procedure

If a customer has successfully paid for an order but has not received the purchased skin, the customer must report the issue to support@shadowskins.com within 7 calendar days of the transaction.

The report should include:

  • Order number;
  • Customer email address;
  • Steam Trade URL used for the order;
  • Payment confirmation;
  • Screenshot of the customer’s Steam Trade History;
  • Any other information requested by the support team.

After receiving the claim, ShadowSkins will investigate the order using:

  • Internal order and payment records;
  • Delivery system logs;
  • Steam Trade Offer and API records;
  • The Steam Trade URL provided by the customer;
  • Relevant timestamps and item identifiers.

The customer will normally receive an initial acknowledgement within 2 business days and a substantive response within 10 business days, once all required evidence has been provided.

If the investigation confirms that the item was not delivered due to a technical error attributable to ShadowSkins or its delivery system, ShadowSkins will either:

  • complete the delivery where possible; or
  • issue a refund to the original payment method.

If records confirm that the item was successfully delivered to and accepted by the customer’s Steam account, the order will be considered fulfilled.

If delivery failed because of an incorrect Trade URL, private inventory, Steam restriction, trade cooldown or another customer-side/Steam-side limitation, the claim will be handled in accordance with the exclusions stated in the Refund Policy.

6. 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.

7. 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 support.
  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.