Intel
Platform information and market policies.
Last updated: 20 July 2026
This Refund Policy explains when refunds, replacements, Coin restorations or other remedies may be available in connection with purchases and transactions made through https://frozen-skins.com/.
The website is owned and operated by:
FROZEN SKINS LTD
Company registration number: 17313549
Registered address: 77 Fulham Palace Road, The Foundry, London, W6 8AF, United Kingdom
Email: [email protected]
Website: https://frozen-skins.com/
In this Refund Policy, “FrozenSkins”, “we”, “us” and “our” refer to FROZEN SKINS LTD. “User”, “you” and “your” refer to any person who purchases a Skin, uses Coins, sells a Skin to us or otherwise completes a transaction through the Platform.
This Refund Policy forms part of our Terms and Conditions. Nothing in this Policy excludes or limits any consumer right or remedy that cannot lawfully be excluded.
This Policy applies to:
FrozenSkins does not operate a peer-to-peer marketplace in which Users list their Skins for sale to other Users. When you sell an eligible Skin through the Platform, you sell it directly to FrozenSkins and receive Coins in return.
Skins are digital in-game Items delivered through Steam Trade Offers. They are intended to be transferred promptly after an order has been accepted and payment has been confirmed.
Before immediate delivery begins, we may require you to expressly request immediate performance and acknowledge that beginning the supply of digital content may affect or end any statutory right to cancel the purchase without giving a reason. Under the UK Consumer Contracts Regulations, the supply of digital content during the cancellation period requires the consumer’s express consent and acknowledgement that the cancellation right will be lost once supply begins.
Once the specific Skin ordered has been successfully transferred to the Steam Account identified by you, the transaction will normally be considered completed.
A refund is generally not available after a Skin has been successfully delivered where you:
Skin prices are affected by market conditions and Item-specific characteristics. A change in market value after a completed transaction does not make the Skin faulty or entitle you to a refund.
This restriction does not affect remedies that must be provided where the Skin was not supplied correctly, was not as described or otherwise failed to comply with applicable consumer law.
You may be eligible for assistance where:
Where payment has been completed but the purchased Skin was not transferred because of an error attributable to FrozenSkins, we will investigate the transaction.
Depending on the circumstances, we may resend the Steam Trade Offer, deliver the Skin through another valid offer, offer an appropriate replacement, restore Coins used in the transaction or refund the amount paid.
A delivery delay caused by Steam maintenance, a trade hold, private inventory settings, missing Steam authentication, an invalid Trade URL or another restriction outside our reasonable control does not automatically qualify for a refund. We may first provide a reasonable opportunity to resolve the issue and complete delivery.
Where the Skin delivered by FrozenSkins is materially different from the specific Skin identified in your confirmed order, you must contact us promptly and must not transfer, sell, trade, modify or otherwise dispose of the Item while the matter is being investigated.
We may arrange a corrective trade, provide the Skin originally ordered, offer a suitable replacement, restore the amount paid or issue a refund, depending on what is technically possible and legally appropriate.
If you were charged more than once for the same transaction because of a verified technical or payment-processing error, the duplicate amount will be refunded through the original payment method.
A temporary authorisation or pending bank entry is not necessarily a completed duplicate charge. We may ask you to wait until the payment status has been finalised by your bank or payment provider.
If you believe that a payment was made without your permission, contact us and your bank, card issuer or payment provider immediately.
We may temporarily restrict the relevant Account, pause undelivered transactions and review Account, payment and Steam transfer records while the matter is investigated.
Where the payment is confirmed as unauthorised and the Skin has not been delivered, the transaction may be cancelled and the payment refunded through the original payment method. Where a Skin has already been transferred, additional investigation may be necessary.
If an order was affected by an obvious pricing, system, typographical or data error, we may cancel the transaction before delivery.
Where payment has already been received and no Skin has been delivered, the amount paid will be returned through the original payment method. Where Coins were used, the applicable Coins will be restored to the User’s Wallet.
FrozenSkins uses Steam Trade Offers to deliver and receive Skins. Steam is an independent third-party service that we do not control.
Delivery may be delayed or prevented by Steam outages, trade holds, account restrictions, trade bans, private inventory settings, Steam Guard requirements, authentication issues or an invalid Steam Trade URL.
You are responsible for ensuring that:
Where FrozenSkins correctly sends the purchased Skin to the Steam Account specified and confirmed by you, we are not required to refund the transaction solely because the information you provided was incorrect.
However, you should contact us promptly, and we will determine whether recovery or corrective action is reasonably possible.
Where a refundable purchase was paid entirely with Coins, the approved refund will normally be returned as Coins to the same FrozenSkins Wallet.
Coins will not be refunded as money and cannot be withdrawn, exchanged for cash or transferred to another Account.
Where a purchase was paid partly with Coins and partly through Visa, Mastercard, Apple Pay or another supported payment method, an approved refund will ordinarily be divided according to the original payment structure. The Coin portion will be restored to the Wallet, and the direct-payment portion will be returned through the original payment method.
Any promotional Coins, bonuses or discounts applied to an order may be treated according to the conditions of the relevant promotion and may not have a refundable cash value.
When you accept our confirmed offer, transfer a Skin to FrozenSkins and receive the agreed Coins, the sale is generally final.
You cannot cancel a completed sale or request the return of the Skin merely because:
Coins received for selling a Skin are internal platform credits. They cannot be withdrawn, exchanged for cash, transferred to another Account or used outside FrozenSkins.
We may reverse or adjust a Skin-sale transaction where there is evidence of technical error, duplicate crediting, fraud, unauthorised Account access, disputed ownership, a stolen Skin or another material breach of the Terms and Conditions.
If FrozenSkins credited fewer Coins than the amount stated in the confirmed offer because of our error, we will correct the balance after verifying the transaction.
To request a refund or report a transaction problem, contact:
Your request should include your FrozenSkins Account email, order or transaction reference, the name of the affected Skin, the transaction date, the relevant Steam Trade Offer information and a clear description of the issue.
You should also provide any relevant screenshots or supporting information. You must not include your password, full card number, card security code or Apple Pay credentials.
We may request additional information reasonably necessary to verify your identity, Account control, payment status, Skin ownership or Steam transaction.
Failure to provide sufficient information may delay or prevent us from completing the investigation.
We review refund requests within 2 days of receiving all information reasonably required to assess the claim. Our decision will be based on the confirmed order details, payment records, Steam Trade Offer status, Account activity, communications and applicable consumer law.
If additional information is required or the request involves Steam records, a payment provider, suspected fraud, a chargeback, Account compromise or an ownership dispute, the investigation may take longer. We will notify you if further information or additional review time is needed.
Where a refund is approved, it will normally be returned through the original payment method unless another method is agreed or required by law. Approved monetary refunds will be processed without undue delay and no later than 14 days after approval. The time required for the funds to appear in your account may also depend on the relevant payment provider, bank or card issuer.
We do not collect or store full payment-card information, card security codes, Apple Pay credentials or complete banking details. All direct payments are handled by independent third-party payment providers.
We may receive limited transaction information, such as the payment status, transaction reference, amount, currency, masked payment method information, refund status and chargeback status. This information is used to administer the order and resolve transaction issues.
You should contact FrozenSkins before initiating a chargeback so that we have an opportunity to investigate and resolve the issue.
This does not prevent you from reporting a genuinely unauthorised payment, exercising rights provided by your bank or card issuer, or relying on mandatory consumer protections.
You must not initiate a chargeback fraudulently after successfully receiving and retaining the purchased Skin. Attempting to keep both the delivered Skin and the reversed payment may result in Account restriction, cancellation of related Coins, submission of transaction evidence to the payment provider and recovery of amounts lawfully owed.
When a chargeback is opened, we may pause pending transactions and temporarily restrict the Account while the dispute is investigated.
We may reject a refund request and restrict the relevant Account where there is reasonable evidence of fraud, false information, manipulated screenshots, misuse of Steam Trade Offers, repeated abusive claims, chargeback abuse or an attempt to retain both a Skin and the payment made for it.
We may preserve and disclose relevant records to payment providers, Steam, professional advisers, law-enforcement authorities or other competent bodies where necessary and legally permitted.
This section does not affect genuine claims or mandatory consumer rights.
Nothing in this Refund Policy excludes or restricts legal rights that cannot lawfully be excluded.
Consumers may have additional protections depending on their country of residence. UK consumers have statutory rights where digital content is not of satisfactory quality, not fit for purpose, not as described or where the trader did not have the right to supply it.
Where a provision of this Refund Policy conflicts with a mandatory consumer-protection rule, the mandatory rule will apply.
We may update this Refund Policy to reflect changes to the Platform, payment methods, Coins, Steam functionality, legal requirements or our business operations.
The revised version will be published on the Platform with an updated effective date.
A change will not retrospectively remove a refund or remedy that had already arisen under an accepted transaction or applicable law.
This Refund Policy is governed by the laws of England and Wales.
Consumers residing outside England and Wales may also benefit from mandatory consumer protections available under the laws of their country of residence.
Any dispute will be subject to the jurisdiction provisions contained in the FrozenSkins Terms and Conditions.
Refund requests and transaction enquiries may be sent to:
FROZEN SKINS LTD
Company registration number: 17313549
Registered address: 77 Fulham Palace Road, The Foundry, London, W6 8AF, United Kingdom
Email: [email protected]
