Refund Policy

Last Updated: May 20, 2024

1. Introduction

At CS Gaming Hub, we strive to ensure complete customer satisfaction with all our products and services. This Refund Policy outlines the terms and conditions for refunds and returns for purchases made through our website.

Please read this Refund Policy carefully before making a purchase. By placing an order with CS Gaming Hub, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

2. Eligibility for Refunds

We offer refunds under the following conditions:

2.1 Digital Products

For digital products (e-guides, online courses, software, etc.):

  • Unused Digital Products: If you have not downloaded, accessed, or used the digital product, you are eligible for a full refund within 14 days of purchase.
  • Technical Issues: If the digital product is inaccessible due to technical issues on our end, you may be eligible for a full refund regardless of the time passed since purchase.
  • Significantly Not as Described: If the digital product is significantly different from what was described at the time of purchase, you may be eligible for a refund within 14 days of purchase.

2.2 Subscription Services

For subscription-based services:

  • New Subscriptions: You may cancel a new subscription and receive a full refund within 14 days of the initial subscription purchase if you have not substantially used the service.
  • Recurring Subscriptions: For recurring subscription payments, you can cancel at any time to prevent future charges. Refunds for the current billing period are generally not provided unless the service was unavailable for a significant portion of the billing period.

2.3 Physical Products

For physical merchandise (if applicable):

  • Damaged or Defective Items: If you receive a damaged or defective item, you are eligible for a replacement or full refund within 30 days of delivery.
  • Incorrect Items: If you receive an item different from what you ordered, you are eligible for a replacement or full refund within 30 days of delivery.
  • Return of Undamaged Items: Undamaged items in their original packaging may be returned within 30 days of delivery for a refund (shipping costs may not be refunded).

3. Non-Refundable Items and Services

The following purchases are generally non-refundable:

  • Customized or Personalized Products: Products that have been customized or personalized to your specifications.
  • Accessed Digital Content: Digital content that has been downloaded, accessed, or used.
  • Gift Cards: Gift cards or promotional credits, unless required by applicable law.
  • Completed Services: Services that have been fully delivered or completed.
  • Third-Party Products: Products or services provided by third parties through our platform may be subject to the refund policies of those third parties.

4. Refund Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our Customer Support team at support@csgaminghub.com or through our Contact Form.
  2. Provide your order number, the date of purchase, and the reason for requesting a refund.
  3. For physical products, you may be required to provide proof of the issue (such as photographs) and return the item to us.
  4. Our team will review your request and respond within 2-3 business days.

4.2 Required Information

When requesting a refund, please be prepared to provide:

  • Your full name and email address used for the purchase
  • Order number or transaction ID
  • Date of purchase
  • Item(s) for which you're requesting a refund
  • Reason for the refund request
  • Preferred refund method (if applicable)

5. Refund Processing Time

Once your refund request is approved, we will process it as follows:

  • Credit/Debit Card Payments: Refunds to credit or debit cards will be initiated within 5 business days of approval. The funds may take an additional 5-10 business days to appear in your account, depending on your financial institution.
  • PayPal Payments: Refunds to PayPal accounts will typically be processed within 3-5 business days of approval.
  • Bank Transfers: Refunds via bank transfer may take 7-10 business days to process after approval.
  • Store Credit: Refunds issued as store credit will be added to your account immediately upon approval.

Please note that during high-volume periods or holidays, refund processing times may be longer.

6. Return Shipping for Physical Products

For physical products that need to be returned:

  • Return Shipping Cost: If the return is due to our error (wrong item shipped, defective product, etc.), we will cover the return shipping costs. In other cases, the customer is responsible for return shipping costs unless otherwise specified.
  • Return Process: Upon approval of your return request, we will provide detailed instructions on how to return the item, including the return address and any return authorization codes required.
  • Condition of Returns: All returned items must be in their original condition, including packaging, accessories, and any free items that came with the purchase.
  • Tracking Information: We recommend using a trackable shipping method for all returns to ensure the package can be tracked and confirmed as delivered.

7. Partial Refunds

In some cases, we may issue partial refunds:

  • Partially Used Subscriptions: If you cancel a subscription after using it for part of the billing period, we may issue a prorated refund for the unused portion in certain circumstances.
  • Bundle Purchases: If you purchased a bundle of products and wish to return only part of the bundle, we may issue a partial refund based on the value of the returned items minus any bundle discounts that were applied.
  • Returned Items with Issues: If returned physical items show signs of use, damage, or missing parts that weren't present when shipped, we may reduce the refund amount accordingly.

8. Exchanges

In lieu of a refund, you may request an exchange for:

  • Incorrect Size or Color: If you received a physical product in the wrong size or color, we can exchange it for the correct item (subject to availability).
  • Defective Products: If you received a defective product, we can replace it with a non-defective version of the same item.
  • Different Product of Equal Value: In some cases, we may allow exchanges for a different product of equal value if the original product did not meet your expectations.

To request an exchange, please follow the same process as requesting a refund, but specify that you prefer an exchange and provide details of the item you would like instead.

9. Special Promotions and Sales

Items purchased during special promotions, sales, or with discount codes may have modified refund terms:

  • Heavily Discounted Items: Products purchased at significant discounts (50% off or more) may be eligible only for store credit refunds rather than monetary refunds.
  • Limited-Time Offers: Products marked as "Final Sale" or purchased during explicitly non-refundable promotions may not be eligible for refunds.
  • Bundle Discounts: If returning part of a bundle purchase that received a bundle discount, the refund will be calculated based on the regular non-discounted price of the kept items, with the discount applied to the returned items.

Any special refund terms will be clearly communicated during the checkout process for promotional purchases.

10. Dispute Resolution

If you are dissatisfied with our decision regarding your refund request:

  1. Contact our Customer Support team to discuss your concerns and provide any additional information that might be relevant to your case.
  2. If the issue remains unresolved after speaking with Customer Support, you may request that your case be escalated to a supervisor or manager for review.
  3. In cases where an agreement cannot be reached, you may have recourse through your payment provider's dispute resolution process or through consumer protection agencies in your jurisdiction.

We are committed to fair and reasonable resolution of all customer concerns and will make every effort to address legitimate issues in good faith.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. We encourage customers to review this policy periodically for any changes. Your continued use of our services after any modifications indicates your acceptance of the updated Refund Policy.

12. Contact Us

If you have any questions about our Refund Policy, please contact us:

  • By email: info@csgaminghub.com
  • By phone: +441159863907
  • By mail: Flat 08 Fred Dam Dominicburgh RM9 4UT