Digital items cannot be un-traded once they leave our inventory, so the rules below turn on one question: has the trade offer been sent yet?
01
Before the trade offer is sent
While an order is still in review you can cancel it yourself from your order history. The held amount returns to your purchases balance immediately and the listing goes back on the market.
We can also cancel at this stage — usually because an item is no longer in inventory. You get the full amount back and an email explaining which item caused it.
02
After the trade offer is sent
If you have not accepted the offer, declining or letting it expire cancels the order. We return the amount to your purchases balance once the items are back in our inventory.
Once you accept the offer, the trade is final. The item is in your account and there is no mechanism on the Steam side for us to reverse it.
03
If something arrives wrong
If the item delivered does not match the listing — different wear, different pattern, wrong item — tell us within 48 hours of accepting the offer. Send the order reference and a screenshot of the item in your inventory.
Where we agree the listing was wrong, you choose: trade the item back to us and get the full amount returned to your purchases balance, or keep it and take the difference in value. We do not charge you for the return trade.
04
Money you added by card
A card top-up is a funding transfer, not a purchase, so it is not refundable to the card once spent. An unspent purchases balance can be returned to the original card on request, minus any fee the payment provider charges for the reversal.
Never use a chargeback as a substitute for contacting us. A chargeback on a spent balance freezes the account until the case closes, and we will present the order and trade history to the card scheme.
05
Sell requests
You can withdraw a sell request at any point before you send the items. After the items reach us, the sale is complete and the payout stands — we now own the items and carry the market risk.
If a request is declined, nothing moves. The items stay in your inventory and the trade offer is cancelled.
06
Statutory withdrawal rights
Consumers in some jurisdictions have a statutory withdrawal period for distance contracts, with an exemption for digital content supplied with the consumer's consent. Which rules apply here depends on the operator's jurisdiction: OWNER INPUT REQUIRED.
Nothing on this page removes a right you have by law.
07
Timing and disputes
Returns to a balance are immediate once we process the cancellation. Returns to a card follow the provider's own timeline, typically a few working days.
If you disagree with an outcome, reply to the decision email and ask for a review; a second operator looks at the case. Escalation beyond that follows OWNER INPUT REQUIRED.