1. How to complain

You can submit a complaint by contacting support@brightskins.store or using the Brightskins contact page. Include your name, email address, Steam account, order ID, payment reference where available, and a clear description of the issue.

2. Acknowledgement and response times

• We aim to acknowledge complaints within 3 business days.
• We aim to provide a substantive response within 15 business days where possible.
• Complex complaints involving payment providers, Steam delivery, fraud review, chargebacks, KYC, sanctions checks, or third-party evidence may take longer. We will provide an update where extra time is needed.

3. Investigation

We may review account activity, order records, Trade Offer status, payment-provider records, support history, technical logs, fraud signals, KYC records, and any evidence you provide.

We may ask you for additional information. Failure to respond may delay or limit our ability to resolve the complaint.

4. Outcomes

• Explanation of the decision and relevant policy basis.
• Correction of an error, redelivery, cancellation, refund, partial refund, account action, or other remedy where appropriate.
• Referral to the Refund & Cancellation Policy, Terms and Conditions, AML & Fraud Prevention Policy, or KYC & Sanctions Policy where relevant.

5. Escalation and records

If you disagree with our response, you may request internal escalation by replying to the complaint response. We may also direct you to a payment provider dispute process or another applicable external route.

Complaint records may be retained for legal, compliance, consumer-law, fraud-prevention, and dispute-management purposes.

6. Company contact

HILLMARK CONSULTING LTD, Company number 16592223, registered office at 66 Paul Street, London, England EC2A 4NA, United Kingdom. Email: support@brightskins.store.