Refund Policy

Refunds of orders are credited to your CRATE wallet in US Dollars (USD) — one credit equals one US Dollar — and wallet credits are immediately available to spend again on any item in the catalog. We do not refund orders to a bank account, card or external wallet. Top-ups are different: unspent credits from a top-up are refunded to the card you paid with if you ask within 14 days of the top-up (sections 6 and 7).

Item delivery relies on the Steam trade system. Two cases are refunded to your CRATE wallet automatically. First, if the purchase cannot be placed at checkout (for example the item is no longer available at that price), the amount is returned straight away. Second, if the purchase was placed but the Steam trade is not completed in time — the seller does not send it, or the offer is not accepted — and the market cancels the purchase, our system, which checks every 10 minutes, returns that item's price to your wallet. You do not need to do anything, but you can contact support about any order that has not been delivered.

Items are delivered as digital Steam assets. If you are a consumer in the EU or the UK, you can withdraw from an item purchase within 14 days of checkout without giving a reason, including after the item has been delivered, as set out in section 7. Outside that right — after the 14 days — a completed sale is final: once the trade has been completed and the item is in your inventory, it cannot be refunded for change of mind, because the digital good has already been supplied.

Some deliveries are subject to a Steam trade hold (up to 7 days) outside CRATE's control. Steam applies a hold when the buyer's account is not protected by the Steam Guard Mobile Authenticator; with it enabled for long enough, most trades clear immediately. An order in a trade hold is still in progress, not failed — if the trade ultimately cannot complete, the price is returned to your wallet automatically as described in section 2.

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.

Unspent wallet credits from a top-up are refundable to the card you paid with within 14 days of the top-up, subject to fraud and anti-money-laundering checks. Our payment system cannot send card refunds automatically, so these refunds are handled through support: email support@crate.army with your Steam ID (and from the email saved in your account, if you added one), or use the contact form, and tell us which top-up it is. We remove the unspent amount from your wallet balance and return it to your card; how long it takes to appear depends on your bank. Credits that have already been spent are not paid out as cash and cannot be transferred to another account.

If you are a consumer in the EU or the UK, you have a statutory right to withdraw from a wallet top-up within 14 days of the day it is confirmed, without giving any reason. This right comes from consumer law and applies in addition to section 6.

To withdraw, email support@crate.army with your Steam ID before the 14 days end and tell us which top-up you are withdrawing from. A clear statement is enough; you do not need a form. We refund the unspent part of that top-up within 14 days of receiving your notice, to the card you paid with, at no cost to you.

The same right applies to items you buy with wallet credits. The purchase is placed with the seller as soon as you confirm checkout, so it cannot be cancelled or stopped (see our Cancellation Policy), but you can still withdraw from it within 14 days of checkout, including after the item has been delivered to your Steam inventory. Checkout does not ask you to give up your right of withdrawal, and confirming checkout is not treated as a waiver of it.

To withdraw from an item purchase, email support@crate.army with your Steam ID before the 14 days end, with your order number. If the item has already been delivered, return it to us by accepting the Steam trade offer we send you, and do not use or trade it on in the meantime. We credit the full price of the item back to your CRATE wallet, the means of payment you used for it, within 14 days of your notice, or of receiving the item back where it had been delivered. Credits from a top-up that you have not spent remain refundable to your card within 14 days of that top-up.

Credits purchased via card top-up are used to buy items on the platform and are not redeemable for cash; where an order cannot be delivered, the amount is returned to your wallet balance automatically (section 2). Funds you earn from selling your own items are a separate withdrawable balance and are handled through our withdrawal and identity-verification (KYC) process described in the Payment Policy — not as refunds. Card top-up credit is never paid out as seller funds; the only card refunds of a top-up are refunds of unspent credits within 14 days (sections 6 and 7).

For any order that has not been delivered, a top-up refund or a withdrawal, email support@crate.army or use the contact form with your order number. We review each refund request as soon as we can and reply to the email address you write from.

CRATE is operated by DEK KEY OÜ, Registry code 17506258, Kivilinna tn 15-92, Narva, Ida-Viru maakond, Estonia. This policy is governed by the laws of Estonia and does not limit your mandatory consumer rights.