Refund Policy

Last Updated: July 20, 2024

Introduction

At CS Gaming Hub, we value your satisfaction and aim to provide the best possible service. This Refund Policy outlines our procedures and conditions for refunds related to products and services purchased through our website.

By making a purchase on our website, you acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy. We reserve the right to modify this policy at any time, with changes effective immediately upon posting to our website.

Products and Services Covered

This Refund Policy applies to the following purchases made through CS Gaming Hub:

  • Digital content (guides, e-books, training materials)
  • Premium memberships and subscriptions
  • Online courses and tutorials
  • Tournament entry fees
  • Merchandise and physical products
  • Event tickets

Digital Products and Services

Eligibility for Refunds

Due to the instant-delivery nature of digital products, we have a limited refund policy for digital purchases:

  • Unused Digital Content: If you have purchased digital content (guides, e-books, training materials) and have not downloaded or accessed the content, you may request a refund within 14 days of purchase.
  • Technical Issues: If you experience significant technical issues that prevent you from accessing or using your purchased digital content despite meeting all system requirements, you may be eligible for a refund within 14 days of purchase after our technical team has verified the issue.

Ineligible for Refunds

Digital products are not eligible for refunds in the following cases:

  • The digital content has been downloaded, accessed, or used
  • More than 14 days have passed since the purchase date
  • You no longer want or need the content after purchase
  • You purchased the wrong product by mistake (please contact us immediately if this happens)
  • You claim the content doesn't meet your expectations or skill level (product descriptions clearly indicate content level and requirements)

Memberships and Subscriptions

Cancellation Policy

For recurring memberships and subscriptions:

  • You may cancel your subscription at any time through your account settings or by contacting our customer support team
  • Upon cancellation, your subscription will remain active until the end of the current billing period
  • No partial refunds will be issued for the unused portion of the current billing period

Refund Eligibility

We may issue refunds for memberships and subscriptions in the following circumstances:

  • First-time subscribers: If you are a first-time subscriber and cancel within 7 days of your initial purchase, you may request a full refund
  • Service unavailability: If our subscription services are unavailable for more than 24 consecutive hours, you may be eligible for a prorated refund for the affected time period

Tournament Entry Fees

Refund Conditions

Tournament entry fees are subject to the following refund conditions:

  • Withdrawal before registration deadline: Full refund if you withdraw at least 72 hours before the tournament registration deadline
  • Withdrawal after registration deadline: 50% refund if you withdraw between 72 hours and 24 hours before the tournament start time
  • Late withdrawal: No refund for withdrawals less than 24 hours before the tournament start time
  • Tournament cancellation: Full refund if CS Gaming Hub cancels the tournament
  • Tournament rescheduling: Option for full refund if the tournament is rescheduled and you cannot participate on the new date

Physical Products and Merchandise

Return Eligibility

For physical merchandise purchased through our store:

  • You may return items in their original, unused condition within 30 days of delivery
  • Items must be returned in their original packaging with all tags and labels intact
  • You are responsible for return shipping costs unless the item is defective or was shipped incorrectly

Condition of Returns

To be eligible for a full refund, items must be:

  • In original, unused condition
  • Complete with all components and accessories
  • Accompanied by the original receipt or proof of purchase
  • Returned in the original packaging whenever possible

Defective or Incorrect Items

If you receive a defective item or an item different from what you ordered:

  • Contact our customer support team within 7 days of receiving the item
  • Provide photos of the defective or incorrect item
  • We will arrange for return shipping at our expense
  • Upon receipt and verification, we will issue a full refund or replacement at your choice

Event Tickets

Refund Policy

For tickets to CS Gaming Hub events:

  • Standard refund period: Full refund available up to 14 days before the event
  • Late cancellation: 50% refund if cancelled between 14 days and 7 days before the event
  • Very late cancellation: No refunds for cancellations less than 7 days before the event
  • Event cancellation: Full refund if the event is cancelled by CS Gaming Hub
  • Event rescheduling: Option for full refund if the event is rescheduled and you cannot attend on the new date

Ticket Transfers

As an alternative to refunds, we offer the option to transfer tickets to another person:

  • Ticket transfers must be requested at least 48 hours before the event
  • The original ticket holder must provide the name and email of the new attendee
  • A transfer fee of $5 may apply

Refund Process and Timeframes

How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our customer support team at refunds@csgaminghub.com
  2. Include your order number, purchase date, and reason for the refund request
  3. For physical products, wait for return instructions before shipping items back
  4. For digital products, our team will verify your eligibility based on access logs

Processing Timeframes

Once we receive your refund request and, if applicable, the returned item:

  • Digital product refunds: Processed within 3-5 business days
  • Physical product refunds: Processed within 5-10 business days after receiving the returned item
  • Subscription cancellations: Processed within 3-5 business days
  • Tournament and event refunds: Processed within 5-7 business days

Refund Methods

Refunds will be issued using the original payment method:

  • Credit/debit card payments: Refunded to the original card
  • PayPal payments: Refunded to the PayPal account
  • Bank transfers: Refunded to the originating bank account

Please note that it may take an additional 3-10 business days for the refund to appear in your account, depending on your payment provider's processing times.

Exceptions and Special Circumstances

Promotional and Sale Items

Items purchased during promotional periods or sales may have modified refund policies:

  • Items marked as "Final Sale" are not eligible for returns or refunds
  • Limited-time promotional offers may have shorter refund windows
  • Bundle discounts may be adjusted if partial returns affect the bundle pricing

Chargebacks

We strongly encourage customers to contact us directly before initiating a chargeback through their payment provider. Unauthorized chargebacks may result in:

  • Account suspension
  • Restriction from future purchases
  • Additional administrative fees

Exceptional Circumstances

We understand that exceptional circumstances may arise. In such cases, please contact our customer support team, and we will review your situation on a case-by-case basis.

Contact Information

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

CS Gaming Hub
Customer Support Team
Email: refunds@csgaminghub.com
Phone: +446220352398
Address: 98 Charlotte Mountain, New Johnstad, LU2 7LJ

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