1. Introduction

At D Market, we strive to ensure complete satisfaction with all transactions on our platform. This Refund Policy outlines the terms and conditions regarding refunds for purchases made on our CS2 skins marketplace.

Please read this policy carefully to understand your rights and options regarding refunds. By using our services and making purchases on D Market, you agree to the terms of this Refund Policy.

2. General Refund Principles

Due to the digital nature of CS2 skins and the potential for fraud, our refund policy is more restrictive than those for physical goods. However, we recognize that there are legitimate situations where refunds are warranted, and we have established the following principles:

• All refund requests are evaluated on a case-by-case basis
• Refunds are generally only provided in cases of technical errors, fraud, or when the item received significantly differs from what was advertised
• We aim to resolve all refund requests within a reasonable timeframe
• In some cases, we may offer store credit instead of a monetary refund
• Our primary goal is to ensure fair treatment for both buyers and sellers

3. Refund Eligibility

The following situations may qualify for a refund:

3.1 Technical Errors

If a technical error occurs during the transaction process that results in:

• Payment being processed but no item being delivered
• Double charging for the same transaction
• System errors preventing the completion of a transaction
• Other technical malfunctions that significantly impact the transaction

3.2 Item Discrepancies

If the item received significantly differs from what was advertised in terms of:

• Float value (when the actual float value differs significantly from the advertised value)
• Pattern index (for pattern-based skins like Case Hardened, when the pattern is substantially different)
• Sticker condition or placement (when stickers are a significant part of the item's value)
• Other material characteristics that significantly affect the item's value

3.3 Fraudulent Transactions

If we determine that a transaction involved fraudulent activity, including:

• Unauthorized use of payment methods
• Stolen accounts or items
• Deliberate misrepresentation of items
• Other deceptive practices

3.4 Account Issues

If you encounter account-related issues that prevent you from accessing purchased items, such as:

• Account restrictions imposed by Steam that prevent item transfers (subject to verification)
• Issues with Steam Trade URLs or trade offers that cannot be resolved

4. Non-Refundable Situations

The following situations generally do not qualify for refunds:

• Buyer's Remorse: Changed your mind after completing a purchase
• Market Value Changes: The market value of the item decreased after purchase
• Minor Cosmetic Differences: Slight variations in appearance that do not significantly affect the item's value
• Third-Party Issues: Problems with Steam or other third-party services that are outside our control
• Completed Trades: Trades that have been successfully completed and confirmed by both parties
• Service Fees: Transaction fees, listing fees, or other service charges
• Account Violations: Purchases made from accounts that have violated our Terms of Service

5. Refund Process

To request a refund, please follow these steps:

5.1 Submission Timeline

Refund requests must be submitted within 48 hours of the transaction completion. Requests submitted after this timeframe may not be considered unless there are exceptional circumstances.

5.2 Required Information

When submitting a refund request, please provide the following information:

• Transaction ID or order number
• Date and time of the transaction
• Detailed description of the issue
• Screenshots or other evidence supporting your claim (if applicable)
• Any communication with the seller (if applicable)

5.3 Submission Methods

You can submit a refund request through one of the following channels:

• Support Ticket: Submit a support ticket through our Help Center
• Email: Send your request to refunds@dmarket-cs2skins.com
• Contact Form: Complete the refund request form on our Contact page

5.4 Review Process

Once we receive your refund request:

1. Our support team will review your request and the transaction details
2. We may contact you for additional information or evidence
3. We may also contact the seller for their perspective on the issue
4. For technical issues, our development team may be consulted
5. A decision will be made based on all available information

6. Refund Processing

6.1 Timeframe

If your refund request is approved:

• We aim to process refunds within 5-10 business days from the approval date
• The actual receipt of funds depends on your payment method and financial institution
• Credit/debit card refunds typically take 5-10 business days to appear on your statement
• PayPal refunds are usually processed within 3-5 business days
• Cryptocurrency refunds may take 1-3 business days to process

6.2 Refund Method

Refunds will generally be processed using the same payment method that was used for the original purchase:

• Credit/debit card payments will be refunded to the same card
• PayPal payments will be refunded to the same PayPal account
• Cryptocurrency payments will be refunded in the same cryptocurrency
• In some cases, we may issue store credit instead of a direct refund

6.3 Partial Refunds

In some situations, we may issue partial refunds:

• When only part of an order is affected by an issue
• When there is shared responsibility for the problem
• When service fees or other non-refundable charges were included in the original payment

6.4 Store Credit

In certain cases, we may offer store credit instead of a monetary refund:

• When the original payment method cannot be refunded
• When a refund to the original payment method would incur excessive fees
• As a goodwill gesture in cases that don't fully qualify for a monetary refund
• At the customer's request

Store credit never expires and can be used for any future purchase on D Market.

7. Special Circumstances

7.1 High-Value Transactions

For transactions involving high-value items (typically over $1,000), additional verification steps may be required during the refund process. This may include:

• Enhanced identity verification
• Additional documentation requirements
• Extended review periods

7.2 Account Restrictions

If your account has any restrictions or limitations at the time of the refund request, this may affect the refund process:

• Accounts under investigation for fraud may have refunds delayed
• Accounts with negative balances may have refunds applied to those balances first
• Accounts with a history of excessive refund requests may face additional scrutiny

7.3 Chargebacks

We strongly discourage payment chargebacks as a first resort for resolving issues. Chargebacks should only be initiated if:

• You have already attempted to resolve the issue through our refund process
• You have received no response to your refund request within 10 business days
• You have clear evidence of fraudulent activity

Please note that initiating a chargeback may result in:

• Permanent account suspension
• Inability to use our services in the future
• Potential legal action in cases of fraudulent chargebacks

8. Dispute Resolution

If you disagree with the decision regarding your refund request:

1. First Appeal: You may appeal the decision by replying to the original support ticket with additional information or evidence
2. Escalation: If the issue remains unresolved, you can request escalation to a senior support representative
3. Final Review: For significant disputes, you may request a final review by our management team

We aim to resolve all disputes fairly and in accordance with our policies and applicable laws.

9. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this Refund Policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

10. Contact Information

If you have any questions about our Refund Policy, please contact us:

By mail: 203 Wilkinson Village West Joe CT5 3HQ, United Kingdom

By phone: +440188293530

By email: refunds@dmarket-cs2skins.com