Refund Policy

Last Updated: May 15, 2024

Introduction

At CS Gaming Hub, we strive to ensure your complete satisfaction with our products and services. We understand that situations may arise where you might need to request a refund. This refund policy outlines our procedures regarding refunds, returns, and cancellations.

By making a purchase on our website, you agree to the terms of this refund policy. Please read this policy carefully before making any purchases.

1. Refund Policy for Digital Products

1.1 Premium Content Subscriptions

For monthly or annual subscriptions to our premium content:

  • You may cancel your subscription at any time through your account settings or by contacting customer support.
  • If you cancel within the first 7 days of a new subscription (trial period), you will receive a full refund.
  • For cancellations after the 7-day trial period, you will not receive a refund for the current billing period, but no further charges will be made.
  • Annual subscriptions canceled after the trial period may be eligible for a partial refund, prorated to the unused portion of the subscription, less a 15% administrative fee.

1.2 One-Time Digital Purchases

For one-time purchases of digital products (e-books, guides, videos):

  • Due to the nature of digital products, all sales are generally final once the digital content has been accessed or downloaded.
  • If you have not downloaded or accessed the content, you may request a refund within 14 days of purchase.
  • If the digital product is found to be defective or significantly not as described, you may be eligible for a refund within 30 days of purchase, subject to verification.

1.3 Online Courses and Tutorials

For CS2 training courses and tutorial packages:

  • A full refund is available within 14 days of purchase if less than 20% of the course content has been accessed.
  • If 20-50% of the course has been accessed within the first 14 days, a 50% refund may be granted at our discretion.
  • No refunds will be issued after 14 days of purchase or if more than 50% of the course content has been accessed.

2. Refund Policy for Physical Products

2.1 Merchandise Returns

For physical merchandise (apparel, accessories, etc.):

  • You may return items within 30 days of receipt for a full refund of the purchase price (shipping costs are non-refundable unless the return is due to our error).
  • All returned items must be in their original condition, unworn/unused, with all tags and packaging intact.
  • Custom or personalized merchandise cannot be returned unless defective.
  • Sale items may only be returned for store credit unless defective.

2.2 Defective or Damaged Products

If you receive a defective or damaged product:

  • Contact our customer support within 7 days of receipt with photos of the damaged/defective item.
  • We will arrange for a replacement or full refund (including original shipping costs) at our discretion.
  • Return shipping for defective items will be covered by CS Gaming Hub.

2.3 Shipping and Handling

Important information regarding shipping and returns:

  • Original shipping costs are non-refundable unless the return is due to our error.
  • Return shipping costs are the responsibility of the customer unless the return is due to our error.
  • We recommend using a trackable shipping service for returns to ensure proper delivery.
  • CS Gaming Hub is not responsible for lost or damaged items during return shipping.

3. Conditions for Refunds

To be eligible for a refund, your request must meet the following conditions:

  • The request is made within the specified time frame for the particular product or service.
  • You provide proof of purchase (order number, receipt, email confirmation).
  • The product is returned in its original condition (for physical items).
  • You provide a clear reason for the refund request.
  • For technical issues, you have attempted the troubleshooting steps provided by our support team.

We reserve the right to deny refund requests that do not comply with these conditions.

4. Refund Processing Times

Once your refund request is approved, the processing time depends on your payment method:

  • Credit/Debit Card Payments: Refunds typically appear on your statement within 5-10 business days after approval.
  • PayPal: Refunds are usually processed within 3-5 business days.
  • Bank Transfers: Refunds may take 7-14 business days to process depending on your bank.
  • Store Credit: Store credit is applied to your account immediately upon approval.

Please note that while we process refunds promptly, the actual time to receive your refund depends on your payment provider or banking institution.

5. How to Request a Refund

To submit a refund request, please follow these steps:

  1. Log in to your CS Gaming Hub account.
  2. Navigate to "Order History" in your account dashboard.
  3. Find the order you wish to request a refund for and click "Request Refund."
  4. Complete the refund request form, providing all required information.
  5. Submit your request.

Alternatively, you can contact our customer support team directly:

Please include your order number, date of purchase, and reason for requesting a refund in all communications.

6. Exceptions to the Refund Policy

Certain situations fall outside our standard refund policy:

  • Promotional Codes and Discounts: Items purchased with promotional codes may only be eligible for partial refunds based on the actual amount paid.
  • Bundle Purchases: If individual items from a discounted bundle are returned, the refund will be calculated based on the bundle pricing, not individual item prices.
  • Account Termination: If your account is terminated for violating our Terms of Service, you may not be eligible for refunds on any active subscriptions.
  • Third-Party Services: For products or services provided by third parties through our platform, the third party's refund policy may apply.
  • Tournaments and Event Entries: Fees for tournament entries or special events are generally non-refundable after registration deadlines.

We reserve the right to make exceptions to this policy at our discretion on a case-by-case basis.

7. Contact Information for Questions

If you have questions about our refund policy or need assistance with a specific refund request, please contact our customer support team:

  • Email: support@csgaminghub.com
  • Phone: +440699048173 (Monday-Friday, 9 AM - 5 PM GMT)
  • Mailing Address: Flat 36b Carlie Corner East Michael PL9 9NN

Our support team aims to respond to all inquiries within 2 business days.

8. Changes to This Policy

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

The date at the top of this page indicates when this policy was last updated.