Refund & Returns Policy

Skins‑Universe (Digital Content)

Effective date: 13 October 2025

Company: GAMES LAND LIMITED (Company No. 15743776)

Registered office: Dept 4558, 126 East Ferry Road, London, E14 9FP, United Kingdom

Trading name: Skins‑Universe (skins-universe.com)

Governing law: England & Wales. Jurisdiction: the courts of England & Wales.

1. Scope

This Refund & Returns Policy applies to purchases of Digital Content (e.g., in‑game skins and related downloadable or unlockable items) made on skins‑universe.com. Delivery is electronic only. No physical goods are shipped.

2. Key principles

• We aim for instant or near‑instant electronic delivery after successful payment.
• For consumers, a 14‑day right to cancel exists under the Consumer Contracts Regulations 2013; however, you will lose this right once the download/activation begins if you expressly request immediate supply and acknowledge losing the right to cancel before checkout.
• We provide refunds where there is non‑delivery, verified technical fault we cannot fix, or a duplicate payment.

3. Refund eligibility matrix

Eligible:
a) Non‑delivery after successful payment, confirmed by our systems;
b) Verified technical fault with the Digital Content that we cannot remedy within a reasonable time;
c) Duplicate payment (accidental double charge).
Not eligible:
d) Change of mind after download/activation has begun (following your express consent/acknowledgement at checkout);
e) Issues caused by incompatible or unsupported devices, operating systems, or game versions where compatibility was reasonably disclosed;
f) Breach of our Terms (e.g., misuse, unauthorised redistribution).

4. How to request a refund

Email info@skins-universe.com within 14 days of purchase (or discovery of a technical fault) and include:
• Order ID and purchase email;
• Date/time of purchase and currency (USD/EUR/AUD/GBP/NZD);
• Description of the issue and steps already taken;
• Device/OS and game/platform details; screenshots or error logs where available.

5. Troubleshooting and remediation

Upon receipt, we will:
• Acknowledge your request within 1 business day;
• Provide troubleshooting steps and, where applicable, a replacement download key or re‑delivery;
• If remediation fails within a reasonable time, we will approve a refund per this Policy.

6. Timeframes and method of refund

• Approved refunds are issued to the original payment method only.
• We initiate refunds within 3–5 business days of approval. Processing times depend on your payment provider and may vary by currency (USD/EUR/AUD/GBP/NZD).

7. Chargebacks and dispute resolution

Please contact us first at info@skins-universe.com. We investigate promptly and provide outcome details. Unwarranted or abusive chargebacks may lead to suspension or termination under our Terms.

8. Digital delivery confirmation

Delivery is confirmed when download links/keys are made available in your account or by email. If you have not received delivery within 30 minutes of payment, check your spam folder and account Downloads/Orders page; otherwise contact us with your Order ID.

9. Fraud, abuse and security

We may investigate suspected fraud or abuse affecting refunds. If abusive behaviour is identified, we may decline the request and take action permitted by our Terms.

10. Children

Our Services are not directed to children under 16. Purchases must be made by, or with the consent of, a parent or legal guardian.

11. Changes to this Policy

We may update this Policy from time to time. Material changes will be posted on this page with a new effective date.

12. Contact

Email: info@skins-universe.com
Website: https://skins-universe.com
Postal: GAMES LAND LIMITED, Dept 4558, 126 East Ferry Road, London, E14 9FP, United Kingdom