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Refund Policy

Last updated: January 15, 2023

Introduction

At CS Gaming Hub, we strive to ensure complete satisfaction with every purchase. We understand that situations may arise where you need to request a refund. This Refund Policy outlines the conditions, processes, and timeframes for refund requests for CS2 skins purchased from our platform.

By making a purchase on our website, you agree to the terms of this Refund Policy. Please read this policy carefully to understand your rights and our responsibilities regarding refunds.

Refund Eligibility Criteria

Due to the digital nature of CS2 skins and the instantaneous delivery method, we have specific criteria for when refunds may be granted. We may approve refund requests under the following circumstances:

Eligible for Refunds

  • Non-Delivery of Items: If you have completed payment but have not received the purchased CS2 skin(s) within 24 hours and there is no pending trade offer in your Steam account.
  • Item Discrepancy: If the CS2 skin received significantly differs from what was advertised on our website (e.g., different float value, pattern index, or condition than specified in the product description).
  • Technical Error: If a technical error on our part resulted in incorrect pricing, duplicate charges, or other transaction errors.
  • Unauthorized Purchase: If you can provide evidence that the purchase was made without your authorization.

Not Eligible for Refunds

  • Change of Mind: Refunds will not be provided simply because you changed your mind about a purchase after the CS2 skin has been delivered to your Steam inventory.
  • Market Value Fluctuations: Refunds will not be granted due to changes in the market value of CS2 skins after purchase.
  • Post-Trade Issues: Issues that arise after you have traded or sold the CS2 skin to another party are not eligible for refunds.
  • External Platform Restrictions: We are not responsible for and cannot provide refunds for issues related to Steam account restrictions, trade bans, or other limitations imposed by Valve or third-party platforms.
  • Buyer's Remorse: Dissatisfaction with a purchase for subjective reasons (e.g., you don't like how the skin looks in-game) is not grounds for a refund after delivery.

Refund Timeframes

Refund Request Deadline

To be eligible for a refund, you must submit your refund request within the following timeframes:

  • Non-Delivery Issues: Within 48 hours of the original purchase.
  • Item Discrepancy Issues: Within 24 hours of receiving the CS2 skin in your Steam inventory.
  • Technical Errors: Within 7 days of the transaction date.
  • Unauthorized Purchases: Within 14 days of the transaction date.

Refund requests submitted after these timeframes may be reviewed on a case-by-case basis but are not guaranteed to be approved.

Refund Processing Time

Once your refund request is approved, we will process the refund according to the following timeline:

  • Credit/Debit Card Payments: 5-10 business days for the funds to appear in your account (depending on your card issuer's policies).
  • PayPal Payments: 3-5 business days.
  • Cryptocurrency Payments: 1-3 business days for transaction processing.

Please note that bank holidays, weekends, and other factors outside our control may extend these processing times.

How to Request a Refund

To request a refund, please follow these steps:

  1. Contact Customer Support: Send an email to support@csgaminghub.com with the subject line "Refund Request - [Order Number]" or use the contact form on our website.
  2. Provide Required Information: Include the following details in your refund request:
    • Your full name
    • Order number
    • Date of purchase
    • Item(s) for which you are requesting a refund
    • Reason for the refund request
    • Supporting evidence (screenshots, videos, or other documentation that supports your claim)
  3. Verification Process: Our customer support team will review your request and may ask for additional information to verify your claim.
  4. Decision Notification: You will be notified of our decision via email within 3 business days of submitting your complete refund request.

Required Documentation

Depending on the nature of your refund request, we may require the following documentation:

  • Screenshots of your Steam inventory showing the discrepancy between the item received and the item description
  • Transaction receipts or payment confirmations
  • Steam trade history
  • Evidence of unauthorized charges (for unauthorized purchase claims)

Refund Methods

Refunds will be processed using the same payment method that was used for the original purchase:

  • Credit/Debit Cards: Refunded to the same card used for the purchase.
  • PayPal: Refunded to the PayPal account used for the purchase.
  • Cryptocurrency: Refunded to the wallet address from which the payment was made, minus any network transaction fees.

In certain circumstances where the original payment method cannot be refunded (e.g., the card has expired), we may offer alternative refund methods, such as store credit or an alternative payment option.

Special Circumstances

Promotional Items and Discounts

If your purchase included promotional items, discounts, or was part of a special offer:

  • Refunds will be calculated based on the actual amount paid, not the original full price of the items.
  • If only a portion of an order is being refunded, any applicable discounts will be recalculated proportionally.
  • Free promotional items may need to be returned (if not used) or their value may be deducted from the refund amount.

Bundle Purchases

For bundle purchases, where multiple CS2 skins were purchased together at a discounted price:

  • Partial refunds for individual items within a bundle may be calculated based on the proportional value of that item within the bundle, not its individual selling price.
  • In some cases, the entire bundle may need to be returned to qualify for a refund.

Account Credits and Gift Cards

  • Purchases made using account credits or gift cards will be refunded as account credit.
  • Gift cards are generally non-refundable once redeemed, except where required by applicable law.

Exceptions to the Refund Policy

While we strive to maintain a fair and transparent refund policy, there are certain situations where exceptions may apply:

Force Majeure

We may not be able to process refunds in a timely manner during events outside our control, such as natural disasters, major service outages, or other extraordinary circumstances. In such cases, we will communicate any delays and work to process refunds as soon as possible.

Suspected Fraud

We reserve the right to refuse refund requests if we detect patterns of abuse, fraud, or suspicious activity, including but not limited to:

  • Multiple refund requests from the same user or IP address
  • Attempts to exploit pricing errors or system vulnerabilities
  • False claims regarding non-delivery or item discrepancies
  • Chargebacks filed without first attempting to resolve the issue with our customer support

Legal Compliance

In some cases, we may be required to modify our refund practices to comply with local laws and regulations. Users in certain jurisdictions may have additional rights regarding refunds that supersede this policy.

Dispute Resolution

If you are not satisfied with our decision regarding your refund request, we encourage you to contact our customer support team to discuss the matter further. We are committed to resolving all issues fairly and transparently.

If we cannot reach a mutually satisfactory resolution, you may have additional rights under applicable consumer protection laws in your jurisdiction. Nothing in this policy is intended to limit your statutory rights as a consumer.

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 will indicate the date of the most recent update at the top of this page.

Your continued use of our services after any changes to this policy constitutes your acceptance of the revised Refund Policy. We encourage you to review this policy periodically to stay informed about our refund practices.

Contact Us

If you have any questions about our Refund Policy or need to request a refund, please contact our customer support team at:

CS Gaming Hub
8 Wright Harbours
Hughesborough BT5 5ED
United Kingdom

Email: support@csgaminghub.com (for refund requests) or info@csgaminghub.com (for general inquiries)

Phone: +441585087274

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