Complaints policy

01Who handles complaints

Complaints are handled by TORNIKE LTD, company number 17449192, registered office Suite 6039 128 Aldersgate Street, Barbican, London, England, EC1A 4AE, which operates PrefireSkins. Support answers first; a manager reviews any complaint that is not resolved at the first step.

02What counts as a complaint

Any expression of dissatisfaction with an order, a delivery, a refund, the website, the way we handled your data, or the way we treated you. You do not need to use the word complaint. If you write to us and something is wrong, we treat it as one.

03How to complain

1. Email support@prefireskins.com from the address used on the order.
2. Include the order number, what happened, what you expected, and any screenshot (a trade offer, an error, a Steam message).
3. Tell us what would put it right for you: a resend, a refund, an explanation.

You can also write by post to the registered office address below. Email is faster.

04What happens next

1. Acknowledgement. Within 2 business days you get a reply confirming we have the complaint and who is handling it.
2. Investigation. We check the order, the payment, the trade offer records and any message history. We may ask you for more detail.
3. Answer. Within 14 days of the acknowledgement you get a written answer: what we found, what we will do, and when. Where the fix is a refund or a resend, it is done at the same time.
4. Review. If you disagree, reply and ask for a review. A manager who was not involved in the first answer looks at the whole case and gives a final answer within 8 weeks of your first complaint.

If we need more time at any step, we tell you why and give a new date.

05What we can do

• Send the trade offer again, or send the correct item.
• Refund the order or a line of it, in full, to the payment method you used.
• Correct or delete personal data, or explain how it was used.
• Explain a decision, for example why an order was cancelled.
• Apologise and change the process that caused the problem.

06Complaints about Steam, Valve or your bank

Trade holds, trade bans, VAC bans, Steam outages and account restrictions are decided by Valve. We cannot lift them, but we will refund any order they stop us from delivering and help you with the information Valve needs. Disputes about a payment itself, such as a currency conversion fee, are between you and your bank or provider; we provide the order records they ask for.

07If you are still not satisfied

After the final answer, or if 8 weeks have passed since your first complaint without a final answer, you can take the dispute further:

• Alternative dispute resolution. We are not required to use an ADR provider and have not signed up to one. If you propose an ADR body, we will consider it in good faith and tell you within 14 days whether we agree to take part.
• Court. You can bring a claim in the courts of England and Wales or, if you live elsewhere, in the courts of your own country under its consumer law. For claims under £10,000 in England and Wales the small claims track is designed to be used without a lawyer.
• Data protection. For complaints about personal data you can also contact the Information Commissioner's Office, ico.org.uk, at any time.

08Records and learning

We keep a record of every complaint, the answer and the outcome for 2 years after it is closed. We review complaints regularly to find patterns and fix the causes, for example unclear wording on a page or a step in checkout that trips people up.

09Contact

TORNIKE LTD, company number 17449192
Suite 6039 128 Aldersgate Street, Barbican, London, England, EC1A 4AE
support@prefireskins.com