Introduction
At CS Gaming Hub, we strive to ensure your complete satisfaction with all purchases made through our website. This Refund Policy outlines the terms and conditions for refunds for various products and services we offer.
This policy was last updated on May 15, 2024, and applies to all purchases made on or after this date. For purchases made before this date, please contact our customer support team for assistance.
By making a purchase on our website, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.
Refund Eligibility
We offer refunds for our products and services under the following conditions:
Digital Products (Guides, E-books, Video Tutorials)
- Refunds are available within 14 days of purchase if you are not satisfied with the content.
- You must provide a valid reason for your refund request.
- Refunds are not available if more than 50% of the digital content has been accessed or downloaded.
Premium Memberships
- Monthly memberships can be canceled at any time, but refunds are only provided within the first 7 days of the initial subscription purchase.
- Annual memberships can be refunded within 30 days of purchase, with a pro-rated refund based on the time elapsed and any premium content accessed.
- No refunds will be issued for membership benefits that have already been used (e.g., tournament entries, exclusive content downloads).
Tournament Entry Fees
- Full refunds are available if you cancel your tournament registration at least 7 days before the event.
- 50% refund if you cancel between 2-7 days before the event.
- No refunds for cancellations less than 48 hours before the tournament.
- If we cancel or reschedule a tournament, you will be eligible for a full refund or the option to transfer your registration to the new date.
Merchandise
- Unworn, unwashed, and undamaged merchandise can be returned within 30 days of delivery for a full refund.
- Original shipping costs are non-refundable unless the item was defective or shipped in error.
- Return shipping costs are the responsibility of the customer unless the item was defective or shipped in error.
Refund Process
To request a refund, please follow these steps:
- Visit our Contact page and fill out the form, selecting "Refund Request" as the subject.
- Provide your order number, the date of purchase, and the specific items for which you're requesting a refund.
- Explain the reason for your refund request in detail.
- For merchandise returns, please do not ship items back until you receive confirmation and return instructions from our customer service team.
Alternatively, you can email your refund request directly to refunds@csgaminghub.com with the subject line "Refund Request - [Order Number]".
Refund Processing Time
We aim to process all refund requests within the following timeframes:
- Digital product and membership refunds: 3-5 business days after approval.
- Tournament entry fee refunds: 5-7 business days after approval.
- Merchandise refunds: 7-10 business days after we receive the returned item and verify its condition.
Once processed, refunds will be issued to the original payment method used for the purchase. Depending on your payment provider, it may take additional time for the refund to appear in your account.
Exceptions to the Refund Policy
The following items and circumstances are not eligible for refunds:
- Gift cards and promotional codes once they have been redeemed.
- Custom or personalized merchandise.
- Downloadable content that has been fully accessed or downloaded.
- Purchases made using promotional points or store credit.
- Membership benefits that have already been used.
- Tournament entry fees for events where you failed to participate without proper cancellation notice.
- Purchases where there is evidence of fraud or abuse of our refund policy.
We reserve the right to refuse refunds if we suspect abuse of our refund policy, including frequent refund requests or patterns of purchase and return behavior that suggest abuse.
Special Circumstances
Technical Issues
If you experience technical issues that prevent you from accessing or using our products or services, please contact our technical support team before requesting a refund. In many cases, we can resolve technical issues quickly and ensure you can enjoy the content you've purchased.
Service Interruptions
In the event of extended service interruptions or downtime that significantly affect your ability to access our content or services, we may offer partial or full refunds at our discretion, even if outside the standard refund window.
Product Updates or Changes
If we make significant changes to a product or service after your purchase that materially alter its functionality or content, you may be eligible for a refund even outside the standard refund window. Each case will be evaluated individually based on the nature and impact of the changes.
Cancellation of Recurring Subscriptions
For subscriptions with recurring payments (such as monthly or annual memberships):
- You can cancel your subscription at any time through your account settings or by contacting customer support.
- Cancellation will stop future recurring charges but will not automatically trigger a refund for the current billing period.
- After cancellation, you will continue to have access to your subscription benefits until the end of the current billing period.
- To request a refund for the current billing period, you must follow the standard refund process outlined above and meet the eligibility requirements.
Contact Information
If you have any questions about our Refund Policy, please contact us:
- By email: refunds@csgaminghub.com
- By phone: +440545093510
- By mail: CS Gaming Hub, Studio 68l Johnson Lock, Masonbury HD9 6PH, United Kingdom
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM EST, to assist with any refund-related inquiries.
Changes to This Policy
We reserve the right to modify this Refund Policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
