Last updated: 17 August 2026

In short: you normally have 14 days to change your mind about a distance purchase. Because we sell digital content delivered instantly by Steam trade, that right ends as soon as we start delivering — but only if you expressly agreed to immediate delivery and acknowledged losing the right first. You choose that at checkout, and you do not have to. Separately, and always, you keep your right to a remedy if an item is faulty, not as described, or never arrives. Those rights cannot be signed away.

1. About this Policy

1.1

This Policy explains your rights to cancel an order and to obtain a refund from DUVIAN LTD, trading as PrestigeSkins, and how we handle those rights in practice. It forms part of our Terms of Service.

1.2

The rights described here are given by:

  • the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Consumer Contracts Regulations”), which give a right to change your mind about a distance purchase; and
  • the Consumer Rights Act 2015 (the “CRA 2015”), which gives you remedies if what you bought is faulty, not fit for purpose, or not as described.

These are two different things, and they apply independently of one another. Losing one does not affect the other.

1.3

These are your legal rights and we cannot take them away. Nothing in this Policy, in our Terms of Service, or in anything we say to you reduces your statutory rights as a consumer. Where anything we have written appears to conflict with them, your statutory rights prevail.

1.4

This Policy applies to you if you are a consumer — an individual buying wholly or mainly for purposes outside a trade, business, craft or profession. If you buy in the course of a business, the statutory cancellation right in section 3 does not apply to you; see clause 12.

1.5

All prices and refunds are in euros (EUR, €).

2. What we sell, and why it matters here

2.1

We sell cosmetic in-game items (“skins”) for Counter-Strike 2. These are digital content supplied otherwise than on a tangible medium — there is no disc, no box and nothing posted to you. Delivery is by Steam trade offer to the Steam account whose trade URL you give us.

2.2

The law treats this kind of digital content differently from physical goods, because once it has been supplied it cannot meaningfully be “returned”. Section 3 explains what that means for your right to change your mind. Section 5 explains the rights you keep regardless.

2.3

“Supply begins” — used throughout this Policy — means the moment we send the Steam trade offer for your item to your Steam account.

3. Your 14-day right to cancel, and the digital content exception

3.1

The general right. Under regulation 29 of the Consumer Contracts Regulations, when you buy at a distance you have the right to cancel within 14 days, without giving any reason and without penalty. For digital content not supplied on a tangible medium, that 14-day period runs from the day the contract is concluded (regulation 30(2)).

3.2

The exception — and it is the important one here. Under regulation 37(1), you cease to have the right to cancel if supply of the digital content begins before the end of the cancellation period and, before supply began:

  • (a) you gave your express consent to supply beginning before the end of the cancellation period; and
  • (b) you acknowledged that you would lose your right to cancel once supply had begun.

Both conditions must be met. If either is missing, you keep the right to cancel.

3.3

How we obtain your consent — clearly and fairly. At checkout, before you pay, we present a separate, unticked tick-box in plain language, to the effect that:

“I want my item delivered immediately, and I understand and accept that once delivery begins I will lose my 14-day right to cancel this purchase.”

You must tick it yourself. We do not pre-tick it. We do not bury it in the Terms of Service. We do not treat placing an order, browsing the Site, or accepting our Terms generally as consent for this purpose. We record the date and time you ticked it, and we repeat the acknowledgement in your order confirmation email, as regulation 16 requires.

3.4

You do not have to give that consent. If you leave the box unticked, we will not begin delivery until the 14-day cancellation period has ended, and you keep your full right to cancel throughout that period. This is your choice, and choosing it costs you nothing except the delay.

3.5

Before supply begins you can always cancel. Whether or not you ticked the box, if you cancel before we send the trade offer, you have a full right to cancel and a full refund. Contact us immediately — we will stop the order if we can.

3.6

Once supply has begun, and provided you gave the consent and acknowledgement in clause 3.2, the right to cancel is lost and we are not obliged to refund you on a change-of-mind basis. This does not affect any of the rights in sections 4, 5 or 6, which continue to apply in full.

3.7

Partial orders. If you ordered several items and only some have been supplied, the right to cancel is lost only in relation to those items whose supply has begun. You may still cancel the rest.

4. How to cancel

4.1

To cancel while you are still entitled to do so, you must tell us clearly before the cancellation period ends. Email contactform@prestigeskins.store with your order reference and a clear statement that you are cancelling. Simply refusing or ignoring a trade offer is not a cancellation — please tell us in writing.

4.2

You may use the model cancellation form below, but you do not have to. Any clear statement will do.

Model cancellation form (Complete and return this form only if you wish to withdraw from the contract.) To: DUVIAN LTD, trading as PrestigeSkins, Suite Ra01, 195-197 Wood Street, London, United Kingdom, E17 3NU — contactform@prestigeskins.store I/We [] hereby give notice that I/We [] cancel my/our [] contract of sale for the supply of the following digital content: Ordered on [ ] / received on [ ]: Order reference: Name of consumer(s): Address of consumer(s): Email address used for the order: Signature of consumer(s) (only if this form is notified on paper): Date: [] Delete as appropriate.

4.3

The cancellation takes effect when you send the notice, not when we read it, provided you send it before the period expires. We will acknowledge receipt without delay.

4.4

Burden of proof. If there is any dispute about whether you cancelled in time, it is for you to show that you did — so please keep a copy of your email.

5. If something is wrong: your rights under the Consumer Rights Act 2015

These rights apply even if you gave up your right to change your mind. They cannot be excluded or limited.

5.1

Under the CRA 2015, digital content we supply must be:

  • (a) of satisfactory quality — section 34: the standard a reasonable person would consider satisfactory, taking account of the description, the price and all other relevant circumstances;
  • (b) fit for a particular purpose — section 35: fit for any particular purpose you made known to us before buying and which we accepted; and
  • (c) as described — section 36: matching any description given to you, including the item’s name, exterior or wear category, float value, pattern, stickers, StatTrak™ or Souvenir status, and name tag.

We must also have had the right to supply it to you (section 41).

5.2

Your remedies, in the order the law provides them:

Stage Your right Statutory basis What it means in practice for a skin
1 Repair or replacement, within a reasonable time, without significant inconvenience to you, and at our cost CRA 2015, s.43 Since a cosmetic item cannot be “repaired”, in practice this means we supply a replacement item matching the description you paid for
2 Price reduction — an appropriate amount, which can be up to the full price CRA 2015, s.44 Available where replacement is impossible, or where we have not replaced within a reasonable time or without significant inconvenience to you. Where the difference makes the item worthless to you, an appropriate reduction is 100% — a full refund
Separate Full refund where we did not have the right to supply CRA 2015, s.45 You get all your money back
Separate Repair of, or compensation for, damage caused to your device or other digital content CRA 2015, s.46 Applies if the content we supplied damaged something of yours and we had not exercised reasonable care and skill

5.3

You may also be entitled to damages for other losses caused by our breach of contract, in addition to the remedies above, where those losses were foreseeable.

5.4

The first six months. If a problem shows up within six months of supply, the law treats it as having been there at the time of supply, and it is for us to prove otherwise (section 42(9)). After six months, you may be asked to show that the problem existed at the time of supply.

5.5

How long you have. You generally have six years from the breach to bring a claim in England, Wales and Northern Ireland (Limitation Act 1980), and five years in Scotland. This is a long-stop for legal claims, not a guarantee that every item will remain as supplied for that period — Valve may change or remove items at any time (clause 8.3).

5.6

How to claim. Email contactform@prestigeskins.store with your order reference and a clear description of the problem. Screenshots from your Steam inventory or the in-game inspect view are extremely helpful — for example showing the item name, its exterior, float value or applied stickers. We will investigate and respond in line with the timescales in section 9.

5.7

We will not require you to prove a fault before we look at it. Where the evidence is unclear and the sum involved is modest, we will generally resolve the matter in your favour.

6. If your item does not arrive

6.1

Delivery is our responsibility until the trade offer is validly sent and available to you to accept. If we do not send a trade offer within the time we stated, or within a reasonable time where none was stated, contact us.

6.2

We will first try to fix the problem — for example by re-sending the trade offer, waiting out a Steam trade hold, or correcting an error at our end.

6.3

If we cannot deliver within a reasonable period, you may treat the contract as at an end and we will refund you in full. Where you told us before buying that delivery by a particular time was essential, or where it is clear from the circumstances, you may end the contract immediately.

6.4

Steam trade holds and cooldowns. Valve Corporation imposes trade holds, escrow periods and cooldowns for its own security reasons — for example after a password change, a new device sign-in, or where Steam Guard Mobile Authenticator has not been active for long enough. These are outside our control and are not a fault in the item. Where a hold delays your delivery:

  • (a) we will tell you and keep you updated;
  • (b) the item is still yours, and we will complete delivery as soon as the hold lifts; and
  • (c) if the delay becomes unreasonable in the circumstances, you may choose a full refund instead of waiting, and we will not argue that the hold was your fault.

6.5

Wrong trade URL. If you gave us an incorrect trade URL and the item was delivered to another Steam account as a result, we cannot recover it and are not able to refund you on that basis — but tell us anyway. We will help you report the matter to Valve so far as we reasonably can, and if the trade offer has not yet been accepted we will attempt to cancel and re-send it. Please check your trade URL before you confirm your order.

6.6

Trade offer not accepted in time. If a validly sent trade offer expires because you did not accept it, contact us and we will normally re-send it. We will not treat an expired offer as a completed delivery.

7. Refunds we give as a matter of course

Without prejudice to your statutory rights, we will refund you in full, promptly, in each of the following situations:

  • (a) we cancel or decline your order for any reason, including a failed fraud check (see clause 6 of our Privacy Policy);
  • (b) the item turns out to be unavailable after we accepted your order, and you do not want a substitute;
  • (c) you cancel validly before supply begins;
  • (d) we cannot complete delivery within a reasonable period and you choose not to wait;
  • (e) we charged you the wrong amount, or took a duplicate payment;
  • (f) an obvious pricing error meant the contract was not properly formed; or
  • (g) the item was materially not as described and you are entitled to a price reduction to zero under section 5.

8. When we may not be able to refund you

8.1

Subject always to your statutory rights, we may decline a refund where:

  • (a) you gave express consent to immediate supply and acknowledged the loss of your cancellation right, supply has begun, and there is nothing wrong with the item — that is, you have simply changed your mind (clause 3.6);
  • (b) the item was delivered as described and the only complaint is that its market value has fallen. Items are not investments and we give no warranty as to value;
  • (c) the item was delivered correctly and has since been traded, sold, consumed, applied, deleted or otherwise disposed of by you;
  • (d) the item was lost because your Steam account was compromised, or because you traded it away to a third party, including as a result of a scam carried out by someone other than us;
  • (e) you supplied an incorrect trade URL (clause 6.5); or
  • (f) your claim relates to something Valve did — for example a change to the game, or a restriction or ban applied to your Steam account.

8.2

Clause 8.1 is not a blanket exclusion. If any of these situations arose because of something we did wrong, or if the item was not as described, sections 5 and 6 apply and you are entitled to a remedy. If you think that is the case, tell us and we will look at it.

8.3

Changes made by Valve. Valve may modify, restrict or remove items or item-trading functionality at any time. Where this happens after an item has been correctly delivered to you, it is not a fault in what we supplied and we are not able to refund it. Where it happens before delivery, so that we cannot deliver what you paid for, section 6 applies and you get your money back.

9. How we handle a refund request

9.1

Step What happens Our timescale
1. You contact us Email contactform@prestigeskins.store with your order reference and what has gone wrong —
2. We acknowledge We confirm receipt and tell you if we need anything further Within 2 Business Days
3. We investigate We check our records, the trade history and any evidence you send —
4. We decide and tell you We tell you our decision in writing, with reasons, and what we will do Within 10 Business Days of receiving all necessary information
5. We pay Where a refund is due, we process it See clause 10

9.2

If we need longer — for example because we are waiting on our payment provider or on information from you — we will tell you why and give you a revised date.

9.3

If you are unhappy with our decision, you can escalate it under our Complaints Policy.

10. How and when refunds are paid

10.1

Method. Refunds are made using the same means of payment you used for the original transaction, unless you expressly agree otherwise. This is required by regulation 34(6) of the Consumer Contracts Regulations.

10.2

No fee. We do not charge any fee, administration charge, restocking charge or handling charge for processing a refund.

10.3

Timing. Where you cancelled under your 14-day right, we will refund you without undue delay and in any event within 14 days of the day on which we are informed of your decision to cancel (regulation 34(5)). Where a refund is due for any other reason — a faulty or undelivered item, a cancelled order, an overcharge — we will process it without undue delay and normally within 5 Business Days of our decision.

10.4

Bank clearing time. Once we have issued a refund, the time it takes to appear on your statement is determined by your bank, card issuer or payment provider, and is outside our control. It is commonly 3 to 10 Business Days. If it has not arrived after that, contact us and we will supply the refund reference so you can trace it.

10.5

Currency and exchange rates. We refund the amount in EUR that you were charged in EUR. If your bank converted the payment into another currency, the sterling or local-currency amount that reaches you may differ from the amount originally debited, because exchange rates move. That difference is a matter between you and your bank; it is not a deduction by us, and we do not profit from it. We are not able to compensate for exchange-rate movement, but we will always refund the full EUR amount.

10.6

Partial refunds. Where only part of an order is refunded, we refund the price of the affected item, plus a proportionate part of any charge that applied to the order as a whole.

11. Chargebacks — please talk to us first

11.1

If something has gone wrong, please contact us before contacting your bank or card issuer. We can usually resolve matters far more quickly than a chargeback process, which typically takes weeks.

11.2

You do, of course, retain every right you have against your bank or card issuer, including the right to raise a chargeback and, where you paid by credit card and the relevant conditions are met, rights under section 75 of the Consumer Credit Act 1974. Nothing in this Policy affects those rights, and we will not penalise you for exercising them in good faith.

11.3

However, raising a dishonest dispute — claiming an item was not received or not authorised when it was — is a breach of clause 17.1(c) of our Terms of Service and may constitute an offence under the Fraud Act 2006. Where we hold clear evidence that an item was properly delivered, we will defend the dispute, and we may suspend the account concerned.

11.4

If a chargeback is raised while we are still investigating your complaint, we will pause our process to avoid duplicating the outcome, and will tell you.

12. Business customers

If you buy from us in the course of a business, the statutory cancellation right in section 3 and the consumer remedies in section 5 do not apply to you. Your rights are those set out in our Terms of Service and under the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982 to the extent applicable. We may still, at our discretion, offer a remedy as a matter of goodwill.

13. Goodwill

We may sometimes offer a refund, credit or replacement where we are not legally required to do so, because we would rather resolve a matter than argue about it. Doing so is not an admission of liability, and it does not create a right to the same outcome in future. Your statutory rights are unaffected either way.

14. Complaints and dispute resolution

14.1

If you are dissatisfied with how we have handled a cancellation or refund, please use our Complaints Policy. It sets out our escalation stages, our timescales, and your right to pursue alternative dispute resolution and other remedies under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

14.2

You can also get free, independent advice about your consumer rights from the Citizens Advice consumer service (https://www.citizensadvice.org.uk, consumer helpline 0808 223 1133).

14.3

Using our complaints process does not affect your right to take legal proceedings.

15. Contact us

DUVIAN LTD (trading as PrestigeSkins) Registered in England and Wales, company number 17393283 Registered address: Suite Ra01, 195-197 Wood Street, London, United Kingdom, E17 3NU Email: contactform@prestigeskins.store Website: https://prestigeskins.store The registered address is for the service of formal documents only. It is not a shop and cannot receive visitors or returns.