1. The short version
- If we deliver the item, the sale is final. You consent to immediate delivery at checkout and, as the law allows for digital content, waive the 14-day cooling-off right at that point.
- If we can’t deliver, you get a full refund. Every time.
- If an item isn’t what the page described, you get a full refund or a replacement.
2. Immediate delivery and your consent
When you buy, you ask us to deliver the item to your Steam account immediately. Under EU consumer law — the Consumer Rights Directive (2011/83/EU), as transposed into Cypriot law — the normal 14-day right of withdrawal does not apply to digital content once its supply has begun with your express consent and your acknowledgement that you thereby lose the right of withdrawal.
At checkout you confirm both: that you want the item delivered straight away, and that you understand you lose the right to change your mind once it is delivered. We record that consent against your order. This is standard for digital goods and it means a delivered item cannot be returned simply because you changed your mind — the same as buying and downloading any other digital product.
3. Before delivery
If an order has been paid but the item has not yet been delivered to your account — for example, it is still being prepared — and you ask to cancel before delivery completes, we will cancel it and refund you in full.
4. Failed or non-delivery
If we cannot deliver an item you paid for — because the item became unavailable, the trade could not be completed, or delivery otherwise failed — we refund the full amount you paid for that order. You are never charged for something you did not receive. See our Delivery Policy for how delivery is confirmed and what counts as delivered.
Occasionally Steam reverses a completed trade within its own hold window. If that happens after we have charged you, we refund you the amount returned. We tell you when a trade has been reversed and by whom.
5. Items not as described
If a delivered item does not match what the product page described in a material way — the wrong skin, or a materially wrong condition — contact us within 48 hours. We will replace it or refund you in full. This does not affect your statutory rights, which require goods and digital content to be as described and of satisfactory quality.
6. How refunds are paid
Where you paid by card, we refund to the original payment method wherever possible. Refunds of store credit are returned as store credit. Card refunds are issued promptly and typically appear within the timescales of your card issuer.
8. How to ask for a refund
Email support@fades.gg with your order reference. We reply within 24 hours and aim to resolve refund requests quickly.