1. What this policy covers
This policy describes when and how RustSupply (operated by I.E. Artem Shits) issues refunds. It is part of, and should be read together with, our Terms of service. Nothing in this policy limits any non-waivable right you may have as a consumer under the mandatory law of your jurisdiction; where this policy is more generous than the mandatory minimum, the terms of this policy apply.
2. Automatic refund where we cannot deliver
If we cannot dispatch the Skin you purchased — for example because the inventory partner reports that the item became unavailable between your payment and our buy attempt, the Steam trade offer was declined for a reason attributable to us or our partner, or our delivery flow records a non-recoverable failure — we refund the full amount you paid (purchase price plus any tax or fee you were charged) by the same payment method you used. The refund is issued automatically; you do not need to contact us, and we do not require any further action from you to receive it.
Refunds are normally issued within minutes of the failure being recorded. The time it takes for the refunded amount to appear in your account depends on the original payment method: card refunds typically clear in 5–10 business days; cryptocurrency refunds clear with the next network confirmation; bank-based methods may take longer.
3. Steam trade holds are not delivery failures
Steam may apply a hold of up to 15 days on an incoming trade where either side of the trade does not meet Valve's Steam Guard Mobile Authenticator requirements (typically: at least 7 days on a trusted device with mobile authenticator enabled). The trade hold is imposed by Valve and is entirely outside our control. The Skin is still on its way to you; the hold delays only the moment it becomes usable in-game.
Because delivery did occur, a trade hold is not a ground for refund. If you want to avoid future trade holds, set up Steam Guard Mobile Authenticator on a trusted device and wait 7 days before purchasing.
4. No buyer's remorse refunds for delivered Skins
Once a Steam trade offer for your Skin has been dispatched to the trade URL you provided, the contract is performed on our side and the Skin can no longer be recovered or resold. Consistent with the limitation of the right of withdrawal for digital content described in section 7 of our Terms (and with Article 16(m) of EU Directive 2011/83/EU and equivalent rules elsewhere), we do not refund delivered Skins on grounds of change of mind, change in the market price of the Skin, or dissatisfaction with the visual appearance once it is on your account.
5. Cancellation before delivery
If you want to cancel an order before delivery has occurred, contact us at RustSkinPay@proton.me immediately with your order ID. In practice the dispatch process completes within minutes of payment confirmation, so the window during which manual cancellation is possible is short. Where we are able to cancel before delivery, we refund in full.
6. Wrong item delivered
If the Skin delivered to your Steam account materially does not match what was shown on the order page (e.g. wrong skin entirely; wrong wear category where the order page specified one; missing stickers where the order page specified them), contact us within 14 days of delivery at RustSkinPay@proton.me with your order ID, a screenshot of the trade offer or the item in your Steam inventory, and the Steam trade offer ID. We will assess the discrepancy and, where it is genuine, offer either (i) replacement with the correct Skin or (ii) where replacement is not feasible at proportionate cost, a full refund.
Because Skins, once transferred, cannot be repaired and cannot be remotely retrieved, a replacement may require you to return the original Skin via a Steam trade to a recipient we will specify. We will not charge you a fee or a Steam network commission for the return trade.
7. Chargebacks
Where we have delivered the Skin (a Steam trade offer was sent to the trade URL you provided) and you initiate a chargeback or payment-dispute with your card issuer or payment provider, we will contest the chargeback with evidence of delivery, including the trade offer record from our inventory partner and the dispatch timestamps. If the chargeback is upheld in your favour despite delivery having occurred we reserve the right to suspend your account from future purchases. Initiating a chargeback in respect of a delivered order is also a breach of clause 9 of our Terms of service.
If you believe there has been a genuine delivery problem, please contact us first. The automatic refund flow described in section 2 above resolves the vast majority of delivery problems faster than a chargeback would.
8. Refunds in cryptocurrency
Where you paid in cryptocurrency, refunds are issued in the same cryptocurrency and to the originating address. Because cryptocurrency prices fluctuate, the amount of cryptocurrency you receive may differ from the amount you originally sent. The refund is calculated as the USD value of your original purchase at the prevailing reference rate at the time of refund, converted into the cryptocurrency. We do not refund the fiat-value loss caused by adverse exchange-rate movement; this is a known characteristic of cryptocurrency payments.
9. Contact
For any refund question that this policy does not answer, write to RustSkinPay@proton.me with your order ID. Service operator: I.E. Artem Shits, N. Zaryan Street, Building 22A, Arabkir District, Yerevan, Armenia.