how refunds are issued
All refunds are credited to your CRATE wallet in US Dollars (USD). We do not refund to a bank account, card or external wallet. Wallet credits are immediately available to spend again on any item in the catalog.
failed deliveries are auto-refunded
Item delivery relies on the Steam trade system. If a trade cannot be completed — for example the bot cannot reach your inventory, the item is no longer available, or the trade is cancelled — the order is marked failed and the full amount is automatically credited back to your wallet. You do not need to open a ticket for an auto-refunded failure.
digital goods & change of mind
Items are delivered as digital Steam assets. Once a trade has been completed and the item is in your inventory, the sale is final and cannot be refunded for change of mind, because the digital good has already been supplied. This does not affect your statutory rights where they apply.
trade holds
Some deliveries are subject to a Steam trade hold (up to several days) outside CRATE's control. An order in a trade hold is still in progress, not failed — we keep you updated, and it only auto-refunds if the trade ultimately cannot complete.
incorrect or not-as-described items
If you receive an item that materially differs from what was listed, contact support within 7 days with your order number and evidence. Where the claim is verified, we will credit your wallet for the affected order.
wallet top-ups
Unspent wallet credits from a card top-up may be refundable to the original wallet balance on request, subject to fraud and chargeback checks. Credits are never paid out as cash and cannot be transferred to another account.
credits vs. withdrawable seller funds
Credits purchased via card top-up are used to buy items on the platform and are not refundable for cash; where a purchase transaction fails, the amount is returned to your wallet balance. Funds you earn from selling your own items are a withdrawable balance and are handled through our withdrawal and identity-verification (KYC) process described in the Payment Policy — not as refunds.
how to request a refund
For anything not auto-refunded, email support@crate.army from your account email with your order number. We aim to review refund requests within 1–2 business days.
contact
CRATE is operated by DEK KEY OÜ, Ida-Viru maakond, Narva linn, Kivilinna tn 15-92, 20607. This policy is governed by the laws of England and Wales and does not limit your mandatory consumer rights.