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 card charge.

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.

Most refunds happen without you asking. Your purchase is automatically refunded to your wallet when:

• A Steam trade fails, is cancelled, or cannot be completed.
• The item leaves the seller's inventory before the trade is sent.
• A duplicate or double charge is detected.
• A platform or technical error prevents delivery.

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.

Nothing in this policy limits your rights under the consumer-protection laws of England and Wales or, where applicable, the mandatory consumer laws of your own country of residence.

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 · New Company 1 Ltd, NEW ADDRESS 1. See also our Cancellation Policy.