Complaints Policy

We want every customer to be satisfied with their purchase. If something has gone wrong — an order was not delivered, an item was not as described, a payment looks incorrect, or you are unhappy with our service — we want to hear about it and put it right.

1. How to Submit a Complaint

Please send your complaint by email to support@regalskins.com, or through our contact form. To help us resolve the matter as quickly as possible, please include:

• your order number (if the complaint relates to an order);
• the email address used to place the order;
• a clear description of the problem, including relevant dates;
• any supporting evidence (for example screenshots or a Steam trade offer reference);
• the outcome you are seeking (for example re-delivery or a refund).

You may submit your complaint in English. There is no charge for making a complaint.

2. Acknowledgement and Response Times

We handle complaints promptly and fairly:

• Acknowledgement: we aim to confirm receipt of your complaint within 2 business days.
• Resolution: we aim to provide a substantive response within 14 calendar days of receipt.
• Complex cases: if the matter requires more investigation, we will tell you why and keep you updated, and in any event aim to resolve it within 30 calendar days.

3. How We Handle Your Complaint

Every complaint is reviewed by a member of our team who was not directly involved in the matter where practicable. We will:

• review your complaint together with our order, delivery and payment records;
• contact you if we need further information;
• tell you our decision and the reasons for it in writing (by email);
• where the complaint is upheld, explain the remedy — for example re-delivery of the item, a refund in accordance with our Refund Policy, or correction of an error.

4. If You Are Not Satisfied With Our Response

If you are not satisfied with the outcome, you may ask us to review the decision by replying to our response and explaining why you disagree. We will carry out a final internal review and confirm our position.

If the matter still cannot be resolved, you may, as a consumer, refer the dispute to the Consumer Disputes Committee operating at the Estonian Consumer Protection and Technical Regulatory Authority (Tarbijakaitse ja Tehnilise Järelevalve Amet), Endla 10a, 10142 Tallinn, Estonia — www.ttja.ee. Referral to the Committee is free of charge for consumers.

You also retain the right to bring the dispute before the competent courts of Estonia.

5. Data Protection Complaints

If your complaint concerns how we handle your personal data, please see our Privacy Policy. You may contact us at privacy@regalskins.com and you also have the right to lodge a complaint with the Estonian Data Protection Inspectorate (Andmekaitse Inspektsioon) — www.aki.ee.

6. Records

We keep a record of complaints and their outcomes so that we can monitor recurring issues and improve our service. Records are retained in line with our Privacy Policy.

7. Your Statutory Rights

This policy does not affect any mandatory consumer rights you have under Estonian or European Union law that cannot be excluded or limited.

8. Contact

Complaints and service questions: support@regalskins.com
Privacy and data protection: privacy@regalskins.com

Falken Systems OÜ · Registry code 17529667 · Rännaku pst 12, Nõmme, Tallinn 10917, Estonia