PNUTS Refund Policy
Last updated: 18.07.2026
At PNUTS, we are committed to delivering a high-quality gaming and entertainment experience. However, we recognize that certain circumstances may lead users to seek a refund. This Refund Policy outlines the conditions under which refunds may be granted.
1. Digital Products (Cases, XP Boosts, In-Game Items)
As a standard rule, we do not provide refunds for digital products including but not limited to cases, XP boosts, bonus rewards, or other in-game virtual items once the purchase has been completed. These items are non-returnable and non-exchangeable by nature.
Refund requests may be considered only in exceptional cases involving technical malfunctions that prevent access to or use of the platform, provided that our customer support is unable to resolve the issue. To be eligible for such a case review, you must:
• Submit your request within 14 days of purchase
• Provide detailed description and evidence of the issue and any troubleshooting steps attempted
Refunds will not be granted if you have already accessed or used the product or service.
2. Definition of Refund
A refund is a return of funds to the original payment method in full or in part. Refunds:
• Are only sent to the original method used for payment
• Cannot be redirected to other wallets or accounts
• Do not include compensation for payment service provider fees, currency exchange losses, or any other external deductions
We are not liable for delays, fees, or deductions incurred by your bank, e-wallet, or crypto processor.
3. One-Time Purchases – No Subscriptions
PNUTS does not operate on a subscription model. All payments are one-time and require user confirmation for each transaction.
We do not issue refunds for:
• Accidental or duplicate payments due to user error (unless clearly evident and reported promptly)
• Changed opinions or buyer's remorse
• Misunderstanding of product nature (i.e., virtual-only items with no real-world value)
4. Technical Issues and Bugs
If a technical error or bug substantially interferes with your ability to use PNUTS or access your digital goods:
• Contact our support team first
• If no fix is possible and the issue is clearly on our side, a refund or equivalent compensation may be considered at our discretion
5. Refund Processing Timeline
If approved, refunds are credited back to the original payment method. Processing may take up to 14 business days, depending on your bank or payment provider.
6. Chargeback Policy
If you initiate a chargeback:
• We will first attempt to resolve the matter directly with you
• If the chargeback is found to be in bad faith or fraudulent, your PNUTS account will be permanently banned, and all associated content, bonuses, and virtual items will be forfeited
We reserve the right to challenge chargebacks and provide evidence of your activity, deposits, and Terms acceptance to payment networks. Multi-accounting attempts post-ban will be blocked.
7. Crypto & Skin Deposits
Cryptocurrency and in-game skin deposits are, by their nature, irreversible once confirmed on the blockchain or once a trade is accepted.
• We cannot reverse a blockchain transaction or return skins after a completed trade
• Deposits sent to the wrong network, wrong address, or with an incorrect memo/tag may be permanently lost and are not recoverable by us
• Always double-check the deposit address, network, and trade details before confirming
8. Withdrawals
Withdrawals in crypto or CS2 skins are final once processed and sent. It is your responsibility to provide a correct wallet address and a valid, active trade URL.
• We are not liable for funds or items lost due to an incorrect address or trade URL supplied by you
• Withdrawals may be delayed or held pending identity verification (KYC) or security review
9. Anti-Money Laundering
Refunds are only ever returned to the original payment source and never to a third party. We may decline or delay a refund where it would conflict with our anti-money-laundering obligations, or where we require source-of-funds verification. Attempts to use deposits and refunds to move funds rather than genuinely use the platform are prohibited.
10. Changes to this Policy
We may update this Refund Policy from time to time. The version published on this page applies to your purchases. Please review it periodically.
11. Contact Us
To submit a refund request or for any refund-related inquiries, contact our support team:
Email: [email protected] 