Refund Policy

This Refund Policy describes when and how refunds are issued on Rift, operated by DEK KEY OÜ. You pay in the currency you choose; your wallet balance is kept in US dollars. Because skins are digital items delivered through Steam, refunds work differently than for physical goods — please read carefully.

Refunds of an order are credited to your Rift wallet, not to a bank account or card, and are available immediately to spend on any skin purchase. A card top-up is different: the unspent part of a top-up is refundable to the card you paid with within 14 days of the top-up. Our payment system cannot send card refunds automatically, so these refunds are handled through support: send a request through our contact form or email support@rift.army within 14 days of the top-up. Our team checks that the amount has not been spent and runs fraud and anti-money-laundering checks. If approved, we first remove that amount from your wallet balance and then ask our payment provider to return it to the card you used; the time it takes to appear depends on your bank. Money already spent on items cannot be refunded to a card.

Money already spent on an item is not refundable for cash; where a purchase fails, the amount is returned to your wallet balance as spendable money. Money from selling your own items is shown as withdrawable and is paid out through the withdrawal and identity-verification (KYC) process in the Payment Policy — not as a refund.

Two cases are refunded automatically, with no request needed. First, if the purchase cannot be placed at checkout (for example no seller has the item at that price), the amount is returned to your wallet straight away. Second, if the purchase was placed but the Steam trade is not completed in time and the market cancels the purchase, our system checks every 10 minutes and returns that item's price to your wallet. In both cases the refund appears in your wallet history and the order page shows the order as refunded.

Once a skin has been delivered to your Steam inventory and the trade is accepted, the sale is final. Digital items that have changed hands cannot be returned. This does not affect your statutory rights where they apply.

If you are a consumer in the EU, you generally have a 14-day statutory right to withdraw from an online purchase. Checkout does not ask you to give up that right, and confirming checkout is not treated as a waiver of it. What checkout does do is place your purchase with the seller straight away, so an order cannot be stopped once it is placed (see our Cancellation Policy); if the item is not delivered, the automatic refunds in section 4 apply. To withdraw from a purchase within 14 days, send a request through our contact form or email support@rift.army with your order reference; we review it as described in section 7. Nothing in this policy limits your statutory rights.

For anything not auto-refunded — a wrong item, a non-delivery beyond the expected window, or a duplicate charge — send it through our contact form with your order reference. We review each request and credit approved refunds to your wallet on resolution.

The following are generally not refundable: change of mind after a skin is delivered and accepted; market price movements after purchase; restrictions on your own Steam account that prevent receiving a trade; and breaches of our Terms of Service. This list does not limit the statutory withdrawal right described in section 6.

For refund questions, use our contact form, email support@rift.army, or write to DEK KEY OÜ, Kivilinna tn 15-92, Narva, Ida-Viru maakond, Estonia. This policy is governed by the laws of Estonia.