> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://skinsmonkey.crisp.help/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How to initiate the refund process?

${color}[#666666](This article will help you understand the refund process.)

## When can you get a refund?

According to our [official Refund Policy](https://skinsmonkey.com/refund-policy) we initiate the refunds in particular situations:
* **You did not receive the ordered items**
* **You did not use the deposited funds**
* **The transaction was fraudulent**

|| Keep in mind that with making a purchase you agree to [our Refund Policy](https://skinsmonkey.com/refund-policy)

## How to request your refund?

If one of these situation happen to you, **please contact us via live support chat**. Tell our Agents about the refund reason and provide the transaction ID. If you paid via cryptocurrency prepare also the address of your wallet.

## Our support team is here to help!

Support team will help you with the whole process and answer all the questions.

| Do you know how to contact our support? If not, read [this article](/en/article/can-you-help-me-with-a-problem-ctg04d/)