D Market

1. General Refund Policy

D Market operates as a marketplace connecting buyers and sellers of CS2 skins and digital items. Due to the nature of digital assets, all sales are generally considered final once the item has been delivered to your inventory. However, we recognize that there are circumstances where refunds are appropriate.

Our refund policy is designed to:

• Protect buyers from fraudulent listings or misrepresented items
• Ensure fair resolution of disputes between buyers and sellers
• Maintain the integrity and trust of our marketplace

2. Conditions for Refunds

Refunds may be issued in the following circumstances:

2.1 Item Not Received

If you have completed payment for an item but have not received it in your inventory within 24 hours, you may be eligible for a full refund. Our system automatically tracks the delivery status of all items, but in case of technical issues, please contact our support team.

2.2 Item Misrepresentation

If the item you received significantly differs from its description in the listing, you may be eligible for a refund. This includes:

• Incorrect float value that significantly affects the item's appearance
• Pattern misrepresentation (e.g., a Case Hardened skin advertised as a "blue gem" that does not meet accepted community standards)
• Incorrect sticker information (missing stickers or different stickers than advertised)
• Wrong wear condition (e.g., Field-Tested instead of advertised Factory New)

2.3 Technical Issues

If a technical issue on our platform resulted in an erroneous purchase or duplicate transaction, we will issue a full refund upon verification of the issue.

2.4 Unauthorized Transactions

If you believe an unauthorized transaction has occurred on your account, contact our support team immediately. After our security team investigates and confirms the unauthorized activity, a refund will be processed.

3. Refund Request Procedure

To request a refund, please follow these steps:

1. Submit a Request: Contact our support team through the "Help" section of your account or by emailing refunds@dmarket-cs2skins.com.
2. Provide Information: Include your order number, transaction ID, a detailed explanation of the issue, and any supporting evidence (screenshots, video recordings, etc.).
3. Verification Period: Our team will review your request within 24-48 hours and may request additional information if needed.
4. Resolution: You will be notified of the decision regarding your refund request, including the amount to be refunded and the method of refund.

For faster processing, please:

• Submit your request within the eligible timeframe (see Section 4)
• Provide clear and complete information
• Respond promptly to any follow-up questions from our support team

4. Refund Request Timeframe

To be eligible for a refund, you must submit your request within the following timeframes:

• Item Not Received: Within 48 hours of completing the purchase
• Item Misrepresentation: Within 24 hours of receiving the item
• Technical Issues: Within 7 days of the transaction
• Unauthorized Transactions: Within 30 days of the transaction

Requests submitted after these timeframes may still be reviewed on a case-by-case basis, but approval is not guaranteed.

5. Refund Processing Time

Once a refund is approved, processing times are as follows:

• D Market Wallet Balance: Refunds to your D Market wallet balance are typically processed within 24 hours.
• Original Payment Method: Refunds to your original payment method typically take 3-10 business days, depending on your payment provider's policies.
• Alternative Refund Methods: In some cases, we may offer alternative refund methods, which will be explained during the resolution process.

Please note that while we process refunds promptly on our end, there may be delays with your financial institution or payment provider that are beyond our control.

6. Refund Amount

Refund amounts are determined as follows:

• Full Refunds: In cases of items not received, unauthorized transactions, or significant misrepresentation, we typically issue a full refund of the purchase amount.
• Partial Refunds: In cases where there is a minor discrepancy between the listing and the received item, we may offer a partial refund reflecting the difference in value.
• Service Fee Refunds: Our marketplace service fees are refunded in full for complete refunds and proportionally for partial refunds.

All refunds are issued in the original currency of the transaction. If currency conversion is necessary, the current exchange rates at the time of refund processing will apply.

7. Exceptions and Non-Refundable Items

Certain circumstances and items are not eligible for refunds:

7.1 Non-Refundable Circumstances

• Buyer's remorse or change of mind
• Price fluctuations in the market after purchase
• Trades or exchanges directly between users (outside our marketplace system)
• Items that have been transferred out of your inventory after receipt
• Subjective dissatisfaction with an item that was accurately represented

7.2 Special Cases

• Third-Party Payment Disputes: If you initiate a chargeback or payment dispute through your payment provider before contacting our support team, your account may be suspended pending resolution, and you may be ineligible for future refunds.
• Pattern-Based Value Claims: Disputes regarding the subjective value of special patterns (e.g., exact percentage of blue on Case Hardened skins) are evaluated by our pattern experts on a case-by-case basis.

8. Seller Protection

For sellers on our marketplace, we implement the following protections:

• Sellers are notified when a buyer initiates a refund request
• Sellers have the opportunity to respond to claims of item misrepresentation
• Refunds are only processed after thorough review by our team
• In cases of dispute, our pattern verification experts make the final determination

Sellers with a history of accurate listings and positive feedback receive additional consideration during dispute resolution.

9. Appeal Process

If you disagree with a refund decision, you may appeal the decision by:

1. Responding to the decision notification with additional evidence or explanation
2. Requesting escalation to a senior support representative

Appeals must be submitted within 7 days of the original decision. The appeal decision is final and will be communicated within 5 business days.

10. Contact Information

If you have questions about our Refund Policy or need to submit a refund request, please contact us at:

For the fastest response, please include your order number and a detailed description of your issue.