Refund Policy

Our conditions and process for refunds

Last Updated: March 15, 2024

This Refund Policy outlines the terms and conditions under which CS Gaming Hub ("we," "us," or "our") provides refunds for purchases made through our website at csgaminghub.com (the "Site"). We strive to ensure your satisfaction with our products and services, but we understand that there may be instances where a refund is appropriate.

1. General Refund Policy

Our refund policy varies depending on the type of product or service purchased. Below, we outline the specific conditions for each category.

1.1 Digital Products

For digital products (e.g., guides, eBooks, digital content subscriptions):

  • We offer a 14-day money-back guarantee from the date of purchase if you are not satisfied with the product.
  • Refunds are only available if you have not downloaded or accessed a significant portion of the digital content.
  • For subscription services, refunds are typically processed on a pro-rata basis for the unused portion of your subscription period.

1.2 Membership Subscriptions

For membership subscriptions:

  • New members can request a full refund within 7 days of initial subscription if they are not satisfied with the service.
  • After the initial 7-day period, we do not offer refunds for partially used subscription periods.
  • Canceling your subscription prevents future billing but does not automatically qualify you for a refund of the current billing cycle.

1.3 Event Tickets

For virtual or in-person event tickets:

  • Full refunds are available up to 14 days before the event date.
  • Partial refunds (50% of the purchase price) are available between 14 days and 7 days before the event.
  • No refunds are available within 7 days of the event, but tickets may be transferable to another person.
  • If we cancel or significantly reschedule an event, a full refund will be offered.

1.4 Merchandise

For physical merchandise (if applicable):

  • Returns are accepted within 30 days of delivery for unused items in original packaging.
  • Customer is responsible for return shipping costs unless the item is defective or was shipped in error.
  • Refunds for returned merchandise will be processed within 14 business days of receiving the returned item.

2. Conditions for Refund Eligibility

To be eligible for a refund, the following conditions must be met:

  • The refund request must be submitted within the timeframe specified for the specific product or service category.
  • You must provide proof of purchase (order number, receipt, or email confirmation).
  • Your account must be in good standing (not suspended or terminated for violations of our Terms and Conditions).
  • For digital products, you must not have downloaded, used, or accessed a significant portion of the content.
  • For physical merchandise, items must be unused, in original packaging, and in resalable condition (unless defective).

2.1 Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

  • Purchases made using promotional codes or discount vouchers offering more than 50% off the regular price.
  • Custom or personalized products created specifically for you.
  • Gift cards or site credits (unless required by applicable law).
  • Services that have been fully performed or delivered as specified.
  • Subscription fees for periods that have already elapsed or been used.

3. Refund Process

To request a refund, please follow these steps:

  1. Submit a Refund Request: Contact our customer support team by emailing support@csgaminghub.com with the subject line "Refund Request" or use the contact form on our website.
  2. Provide Required Information: Include the following details in your request:
    • Your full name and email address associated with the purchase
    • Order number or transaction ID
    • Date of purchase
    • Item(s) for which you are requesting a refund
    • Reason for the refund request
    • Any supporting documentation (screenshots, photos of defective items, etc.)
  3. Return Items (if applicable): For physical merchandise, you will receive return instructions after your refund request is approved.
  4. Confirmation: You will receive an email confirming receipt of your refund request within 2 business days.

3.1 Refund Review Process

Once we receive your refund request, we will:

  1. Review your request to ensure it meets our refund eligibility criteria.
  2. Verify your purchase and account information.
  3. Inspect returned items, if applicable.
  4. Make a determination regarding your refund request.
  5. Notify you of our decision via email.

4. Refund Processing Timeline

Our refund processing timeline is as follows:

  • Request Review: We aim to review all refund requests within 3-5 business days.
  • Approval Notification: You will be notified of the approval or rejection of your refund request via email.
  • Processing Time: Once approved, refunds are typically processed within 5-10 business days.
  • Financial Institution Processing: After we process your refund, it may take an additional 5-10 business days for the refund to appear in your account, depending on your payment method and financial institution.

4.1 Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

  • Credit/Debit Card Purchases: Refunded to the original card used for purchase.
  • PayPal Purchases: Refunded to your PayPal account.
  • Bank Transfer Purchases: Refunded to the originating bank account.
  • Other Payment Methods: For other payment methods, we may issue the refund as site credit or through another appropriate method if the original payment method cannot be refunded.

5. Special Circumstances

5.1 Technical Issues

If you experience technical issues that prevent you from accessing or using our products or services as intended, please contact our support team before requesting a refund. We're committed to resolving technical issues and may offer solutions or compensations that address your concerns without requiring a full refund.

5.2 Service Outages

In the event of significant service outages or disruptions for subscription services, we may offer compensation in the form of extended service periods, partial refunds, or account credits, depending on the nature and duration of the outage.

5.3 Exceptional Circumstances

We understand that exceptional circumstances may arise. If you need to request a refund outside of our standard policy due to extraordinary circumstances (e.g., medical emergencies, natural disasters), please contact our customer support team with relevant documentation, and we will review your case individually.

6. Dispute Resolution

If you disagree with our decision regarding your refund request, you may appeal by:

  1. Responding to the refund decision email with additional information supporting your request.
  2. Contacting our customer service team at support@csgaminghub.com with the subject line "Refund Appeal."

Appeals will be reviewed by a senior member of our team within 5 business days. The decision made after the appeal review is final.

7. 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. We encourage you to review this policy periodically to stay informed about our refund terms. The "Last Updated" date at the top of this policy indicates when it was last revised.

8. Contact Information

If you have any questions about our Refund Policy or would like to request a refund, please contact us at:

CS Gaming Hub
120 Connor Burgs
Janeport, TW12 2RA

Email: support@csgaminghub.com
Phone: +444554119157

Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM (GMT).