Refund Policy

This Refund Policy explains when and how you can request a refund for transactions made on NTSkins. Please read carefully to understand your rights and applicable conditions.

1. General Principles

Due to the digital and instant nature of skin transactions, most operations are final and irreversible after completion. However, we understand that issues can occur, and we evaluate each case individually.

2. Deposits

2.1 PIX Deposits

PIX deposits are processed instantly and credited to your wallet. Once credited, the amount cannot be refunded directly to the original payment method, except in case of proven technical error on our part.

PIX is instant and irreversible by nature. If the balance from a PIX deposit has not been used yet, you may ask support for a return, which is sent as a new PIX to the same key or CPF that paid, within up to 3 business days after approval. We do not return funds to a different key or holder than the payer.

2.2 Card Deposits

Credit/debit card deposits are processed by our partner Stripe. Refunds may be requested in case of duplicate charge or incorrect amount. The timeframe for card refund may take 5 to 10 business days after approval.

Credit or debit card payments may also be made through a partner: you purchase an NTSkins Card code on the partner's site and redeem it here. A redeemed code becomes balance and follows the balance rules of this Policy. Codes not yet redeemed are governed by the issuing partner's terms, and any refund of unused codes must be handled directly with them.

2.3 Cryptocurrency Deposits

Cryptocurrency deposits are irreversible due to the nature of blockchain technology. Once the transaction is confirmed on the network, it is not possible to refund to the original address. In case of technical issues, the refund will be made to your NTSkins wallet balance.

3. Skin Purchases

3.1 Before Delivery

If you purchased a skin and it has not been delivered yet (you have not accepted the trade offer), you may request cancellation and full refund to your NTSkins balance, provided the trade offer has not been sent.

How to cancel: open the Trades page, find the pending order and use Cancel. The amount returns to your NTSkins balance immediately. If you prefer the money back to the original payment method, open a support ticket with the order number; the refund goes to the same method used for the deposit, within 5 to 10 business days. We cannot partially refund a deposit of which part of the balance has already been spent.

3.2 After Delivery

Once you accept the trade offer and receive the skin in your Steam inventory, the transaction is considered complete and irreversible. We do not offer refunds for skins already delivered, as we have no control over the item after transfer.

3.3 Delivery Failure

If a purchased skin is not delivered within the estimated timeframe due to technical error or seller unavailability, you will receive a full refund to your NTSkins balance automatically or upon request to support.

3.4 Reselling the Item

Bought by mistake or no longer want the skin? After receiving it, you may list it again on our marketplace (P2P) or sell it through Instant Sell, subject to current fees and rules. If the skin has not been delivered yet, simply cancel the order as described in 3.1.

4. Skin Sales (P2P)

If you are a seller and have already sent the trade offer to the buyer, it is not possible to cancel the sale unilaterally. If the buyer does not accept the offer within the timeframe, the transaction will be automatically canceled and the skin will be returned to your listing.

The amount credited to the seller's wallet after a completed sale cannot be refunded to the buyer after delivery confirmation.

5. Fees

Payment processing fees (charged by our payment partners) are generally non-refundable, even in case of refund of the principal amount. Selling fees applied to sellers are non-refundable after transaction completion.

6. Eligible Refund Situations

We may approve refunds in the following cases:

• Duplicate charge due to technical error
• Incorrectly charged amount
• Failure to deliver skin after payment (subject to investigation)
• Skin with description significantly different from advertised (e.g., wrong float/pattern)
• Proven technical error on our platform

7. Non-Eligible Situations

We do not offer refunds in the following cases:

• Change of mind after purchase or delivery
• Skin price fluctuation in the market
• Ban or restriction on your Steam account
• Loss of access to your account (email, password)
• Invalid or expired Trade URL at time of delivery
• Skins already delivered and received in Steam inventory
• Withdrawals already requested: they are processed within 24 to 48 business hours and cannot be cancelled or reversed

8. How to Request a Refund

To request a refund, contact our support providing:

• Your registered email address or Steam ID
• Transaction or deposit ID
• Proof of payment (if applicable)
• Detailed description of the issue
• Relevant screenshots

Send your request to: [email protected]

9. Processing Time

• Request analysis: up to 5 business days
• Refund to NTSkins balance: immediate after approval
• Refund to credit card: 5-10 business days after approval
• PIX refund: up to 3 business days after approval

10. Disputes and Fraud

If you believe you have been a victim of fraud or there is a dispute with another user, contact our support immediately. We will investigate the case and take appropriate measures.

Chargebacks: before opening any dispute with your bank or card issuer, you agree to contact NTSkins support and give us a reasonable opportunity to resolve the issue. A chargeback initiated without this prior contact is considered unauthorized and may result in account suspension or termination, forfeiture of balance, and the charging of costs incurred, including dispute and processing fees. This does not affect your right to a legitimate dispute when the matter cannot be resolved through our support.

Reversing a Steam trade after a completed transaction, whether as a buyer or as a seller, results in a permanent account ban and forfeiture of balance, to the extent permitted by law.

11. Contact