Refund Policy

ARCANUM facilitates trades of digital Dota 2 cosmetics. Because these are digital goods, this policy explains exactly when a refund is due and how it is returned. The short version: if we cannot deliver what you paid for, you get your money back to your wallet automatically.

All refunds are credited to your ARCANUM wallet balance. We do not refund by bank transfer or cash. Wallet credit is instant, carries no fee, and can be spent across the entire market. In the rare case where wallet credit is not possible, we will work with you to reverse the original payment.

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.

Two cases are refunded automatically, with no request needed:

• 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.
• The purchase was placed but the seller never completes the Steam trade and TM Market (market.dota2.net) cancels it: 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 it. For anything else, such as a duplicate charge, write to us as described below.

You are eligible for a full refund to your wallet if:

• An item was not delivered within the stated window.
• The item delivered is materially different from what was listed.
• You were charged in error or charged more than the listed price.

Refunds are generally not available once value has been delivered, including:

• A Steam trade that was successfully sent and accepted.
• Change of mind after a successful delivery.
• Item market-value changes after purchase.
• Issues caused by your own Steam account restrictions or trade bans.

If a refund was not applied automatically, email support@arcanum.boutique from your account email with your order reference and a short description of the issue. Include screenshots where helpful. We typically respond within 1–2 business days and, where a refund is due, credit it to your wallet on approval.

• Non-delivery: within 7 days of the expected delivery date.
• Item not as described: within 48 hours of receiving the trade.
• Billing or duplicate-charge errors: within 30 days of the charge.

If you are a consumer in the European Union, you normally have a 14-day statutory right to withdraw from an online purchase without giving a reason. Because ARCANUM items are digital content delivered immediately once a Steam trade is sent, this 14-day right ends as soon as delivery begins, provided you have expressly requested delivery to start right away and acknowledged that doing so ends your withdrawal right — which you do by completing checkout, since delivery begins immediately after payment. Before an item has been delivered, you may still cancel per our Cancellation Policy. Nothing in this policy otherwise limits your rights under the consumer-protection laws of the European Union or the mandatory consumer laws of your own country of residence. This policy is otherwise governed by the laws of the Republic of Estonia.

We may update this Refund Policy from time to time. Material changes will be communicated on-site or by email, and the date above will be revised.

Refund questions: support@arcanum.boutique · TRAFFIXORA OÜ · registry code 17543319 · Maakri tn 19/1, 10145 Tallinn, Estonia. See also our Cancellation Policy.