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Refund Policy

Last Updated: December 15, 2023

At CS Gaming Hub, we strive to ensure your complete satisfaction with every purchase. We understand that circumstances may arise where you need to request a refund. This Refund Policy outlines the conditions under which we process refunds for CS2 skins and other digital items purchased on our platform.

1. General Refund Policy

Due to the digital and virtual nature of the products we sell, all sales are generally considered final once the digital item has been successfully delivered to your Steam account. However, we recognize that there may be exceptional circumstances that warrant a refund.

2. Refund Eligibility

2.1 Eligible for Refund

You may be eligible for a refund in the following situations:

  • Failed Delivery: If the purchased item was not delivered to your Steam account despite payment being processed.
  • Incorrect Item: If you received a different item than what you ordered (different skin, different wear condition, or different pattern).
  • Technical Error: If a technical issue on our platform resulted in an unintended purchase or multiple charges for the same item.
  • Unauthorized Purchase: If you can provide evidence that the purchase was made without your authorization.

2.2 Not Eligible for Refund

Refunds will not be issued in the following situations:

  • Change of Mind: If you simply changed your mind about a purchase after the item has been delivered.
  • Market Value Changes: If the market value of the skin has decreased after your purchase.
  • External Trading: If you have traded or transferred the item to another Steam account after delivery.
  • Valve/Steam Policies: If issues arise due to Valve's policies, trading restrictions, or changes to the CS2 ecosystem that are beyond our control.
  • User Error: If you provided incorrect Steam Trade URL or other information that led to delivery problems.

3. Refund Request Process

3.1 Timeframe for Requests

To be eligible for a refund, you must submit your request within 48 hours of the purchase. Any refund request submitted after this period may be rejected, except in cases of demonstrable technical issues on our end.

3.2 How to Request a Refund

To request a refund, please follow these steps:

  1. Log in to your CS Gaming Hub account
  2. Navigate to "Order History" in your account dashboard
  3. Locate the order for which you want to request a refund
  4. Click "Request Refund" and complete the refund request form
  5. Provide all required information, including order number, reason for the refund, and any supporting evidence

Alternatively, you can contact our customer support team directly at support@csgaminghub.com with your refund request.

3.3 Required Information

When submitting a refund request, please include the following information:

  • Your full name and email address associated with your account
  • Order number and date of purchase
  • Specific item(s) for which you are requesting a refund
  • Detailed reason for the refund request
  • Screenshots or other evidence supporting your request (if applicable)

4. Refund Processing

4.1 Review Process

Upon receiving your refund request, our customer support team will review it according to the following process:

  1. Verification of purchase details and account information
  2. Assessment of the reason for the refund request
  3. Verification of item delivery status
  4. Review of any provided evidence

4.2 Timeframe for Processing

We aim to process all refund requests within 5-7 business days of receipt. You will receive email notifications at each stage of the process:

  • Confirmation of refund request receipt
  • Notification of refund request approval or rejection
  • Confirmation of refund processing (if approved)

4.3 Refund Methods

Approved refunds will be processed using the original payment method used for the purchase:

  • Credit/Debit Cards: Refunds typically appear on your statement within 5-10 business days after processing.
  • PayPal: Refunds are usually processed within 3-5 business days.
  • Cryptocurrency: Refunds will be processed to the original wallet address and may take 1-3 business days to appear.
  • Store Credit: In some cases, we may offer store credit as an alternative to a monetary refund, especially for partial refunds or as a goodwill gesture.

5. Special Circumstances

5.1 Bulk Purchases

For bulk purchases (orders containing multiple items), we may process partial refunds for specific items that meet the refund eligibility criteria, while maintaining the sale of other items in the order.

5.2 Pre-orders and Limited Edition Items

For pre-orders or limited edition items, special refund conditions may apply. These will be clearly communicated during the purchase process for such items.

5.3 Promotional or Discounted Items

Items purchased with special promotions, discounts, or using promotional codes may have different refund eligibility. In some cases, only store credit may be offered for such items.

6. Item Return Process

For approved refunds, you may be required to return the digital item to our inventory before the refund is processed. Our customer support team will provide specific instructions for this process, which typically involves accepting a trade offer from our trading bot.

Failure to return the item when requested may result in the refund request being canceled.

7. Exceptions and Dispute Resolution

7.1 Exceptions

CS Gaming Hub reserves the right to make exceptions to this policy at our sole discretion, particularly in cases where fraud, technical errors, or other unusual circumstances are involved.

7.2 Dispute Resolution

If you disagree with the outcome of your refund request, you may appeal the decision by contacting our customer support team at support@csgaminghub.com with the subject line "Refund Appeal" within 7 days of receiving our decision.

Your appeal should include any additional information or evidence that was not included in the original request, as well as a clear explanation of why you believe the decision should be reconsidered.

8. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We will notify registered users of any material changes to this policy via email or through a notification on our website.

9. Contact Information

If you have any questions about our Refund Policy, please contact our customer support team:

CS Gaming Hub Customer Support
Studio 85y Louis Creek
Zoemouth SA71 5BP
United Kingdom
+44 660 407 0588
support@csgaminghub.com

Our support team is available Monday through Friday, 9:00 AM to 6:00 PM GMT, and we strive to respond to all inquiries within 24 hours during business days.