1. Introduction
At CS Gaming Hub, we are committed to ensuring your satisfaction with our services. This Refund Policy outlines the conditions under which we provide refunds for purchases made through our website, including premium content, memberships, and other paid services.
Please read this policy carefully before making a purchase, as it constitutes part of our Terms and Conditions.
2. Refund Eligibility
2.1 Eligible Purchases
The following purchases may be eligible for a refund, subject to the conditions specified in this policy:
- Premium membership subscriptions
- Paid guide or analysis purchases
- One-time consulting services that have not yet been delivered
- Merchandise (subject to return conditions)
2.2 Conditions for Refund Eligibility
To be eligible for a refund, your purchase must meet the following conditions:
- The refund request is submitted within the specified timeframe (see Section 3)
- The product or service has not been fully consumed or used
- For digital products, the content has not been excessively accessed or downloaded
- For subscriptions, cancellation is requested before the renewal date
- For merchandise, items must be returned in their original condition with packaging
3. Refund Timeframes
3.1 Subscription Services
For premium membership subscriptions:
- Monthly subscriptions: Refund requests must be submitted within 7 days of purchase or renewal
- Annual subscriptions: Refund requests must be submitted within 14 days of purchase or renewal
3.2 One-Time Purchases
For one-time digital purchases (guides, analyses, etc.):
- Refund requests must be submitted within 14 days of purchase
- Content must not have been excessively accessed or downloaded (typically, not more than 25% of the content)
3.3 Merchandise
For physical merchandise:
- Refund requests must be submitted within 30 days of delivery
- Items must be returned unused, in original packaging
- Return shipping costs are the responsibility of the customer unless the item was defective
4. Refund Process
4.1 How to Request a Refund
To request a refund, please follow these steps:
- Log in to your CS Gaming Hub account
- Navigate to the "Purchase History" section in your account dashboard
- Select the purchase for which you want a refund
- Click the "Request Refund" button and complete the refund request form
- Provide the reason for your refund request and any other required information
Alternatively, you can email our customer support team at support@csgaminghub.com with your order number, purchase date, and reason for the refund request.
4.2 Refund Review Process
Once we receive your refund request, we will:
- Review your request within 2-3 business days
- Verify your purchase and confirm eligibility based on our refund policy
- Notify you of our decision via email
- Process approved refunds within 5-7 business days
5. Exclusions from Refund Policy
5.1 Non-Refundable Items
The following purchases are generally not eligible for refunds:
- Purchases made more than 30 days ago
- Digital content that has been fully accessed, downloaded, or consumed
- Services that have been fully delivered
- Customized or personalized services or products
- Gift cards or promotional credits
5.2 Special Circumstances
In certain cases, we may make exceptions to our standard refund policy:
- Technical issues that significantly impair service functionality
- Major service changes that materially reduce value
- Exceptional customer circumstances (evaluated on a case-by-case basis)
To request consideration for an exception, please contact our customer support team with a detailed explanation of your situation.
6. Contact Information
If you have any questions or concerns about our Refund Policy, please contact us using the following information:
- Refund Support Email: support@csgaminghub.com
- General Contact Email: info@csgaminghub.com
- Phone: +442102079742
- Address: Flat 04 Laura Way, New Jodie PE25 2RA, United Kingdom
Our support team is available Monday through Friday, 9:00 AM to 6:00 PM (GMT), excluding holidays.