01Who We Are

gorillaskins.store is operated by GOLDEN CRATE LTD, registered in England and Wales under company number 17435500, with its registered office at Suite 7049, 128 Aldersgate Street, Barbican, London, England, EC1A 4AE. Refund requests go to info@gorillaskins.store.

02When You Get A Full Refund

We cannot deliver your item

We deliver every item as a Steam trade offer. If we cannot deliver the item you paid for within 7 days of payment, you are entitled to a full refund.

Some delays come from the state of a Steam account, for example when Steam Guard Mobile Authenticator is off, the trade URL is private or wrong, or Steam has placed a trade hold. If we spot a problem like this, we contact you so it can be fixed before the 7 days run out.

The item does not match the listing

You are entitled to a full refund if the item delivered to you is not the one shown on the product page, for example if the wear, float or pattern is different from the listing.

You cancel before delivery starts

Changed your mind before we sent the trade offer? Contact us straight away. If the trade offer has not been sent yet, we cancel the order and refund you in full.

We cancel your order

If we cancel an order, for example because the item is no longer available, the listing contained an error or the order failed our fraud checks, we refund you in full.

You were charged twice or incorrectly

If you were charged more than once for the same order, or charged the wrong amount, we refund the difference as soon as we confirm it.

03When Refunds Are Not Available

Once you have accepted a trade offer and the item matches the listing, the sale is complete. From that moment the item is in your Steam inventory and we cannot take it back, so we do not offer refunds except where the law requires us to. In particular, we do not refund because:

• you changed your mind after accepting the trade offer;
• the market price of the item went down after you bought it;
• Valve changed, restricted or removed the item, or placed restrictions on your Steam account, after delivery;
• you gave us a trade URL that belongs to a different account and the item was delivered there. We will always try to help in this case, but we cannot guarantee a refund.

04Your Legal Right To Cancel

Consumers in the UK normally have 14 days to cancel an online purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Consumers in the EU have similar rights. Our items are digital content not supplied on a physical medium, and for this type of content the right to cancel ends once delivery starts with your express consent.

At checkout, you ask us to start delivery straight away and confirm that you understand you lose the right to cancel once the trade offer is sent. This never affects your right to a refund if we fail to deliver or if the item does not match the listing.

05Before You Accept A Trade Offer

A few seconds of checking saves a lot of back-and-forth. Before you press accept, compare the trade offer with the product page:

1. The skin name, including StatTrak or Souvenir where it applies.
2. The exterior (wear) and the float value.
3. The pattern, phase or stickers, if the listing shows them.
4. That the offer comes to the Steam account you gave us.

If anything does not match, do not accept the offer. Decline it and contact us. We will send the correct item or refund you in full.

06How To Request A Refund

E-mail info@gorillaskins.store or use our contact form and include:

• your order number;
• the e-mail address used for the order;
• a short description of the problem;
• screenshots, if the item does not match the listing.

We reply within 2 business days. We may ask for more information so we can check your request, and we tell you the outcome by e-mail.

07How And When You Get Your Money

Approved refunds go back to the payment method you used for the order, whether that was Visa, Mastercard, Apple Pay or Google Pay. We cannot send a refund to a different card, account or person.

We send approved refunds without undue delay and in any case within 14 days of approving them. After that, your bank or payment provider usually needs a few business days to show the money on your statement.

08Chargebacks

If there is a problem with your order, please contact us before you open a dispute or chargeback with your bank. Most issues are solved quickly by e-mail. Opening a chargeback for an item you received as described breaks our Terms of Service. In that case we may share the order and delivery records with your bank and suspend your account while the dispute is open.

09Your Statutory Rights

Under the Consumer Rights Act 2015, digital content must be as described, of satisfactory quality and fit for purpose. If it is not, you may be entitled to a repair or replacement, or to some or all of your money back. This policy does not reduce those rights or any rights you have under the consumer laws of the country where you live.

10Not Happy With Our Decision?

If you disagree with the outcome of a refund request, you can make a formal complaint. Our Complaints Policy explains how complaints are handled and escalated.

11Contact Us

Questions about refunds can be sent to info@gorillaskins.store or through our contact form. Support is available 24/7.