Last Updated: January 10, 2023
At CS Gaming Hub, we strive to ensure your complete satisfaction with every purchase. We understand that there may be instances where a refund is necessary, and this policy outlines our procedures and guidelines for processing refund requests.
Due to the digital nature of our products (CS2 skins), our refund policy differs from those of physical goods retailers. Please read this policy carefully before making a purchase.
1. Refund Eligibility
Refunds may be issued under the following circumstances:
- Non-Delivery of Product: If you have been charged for a purchase but did not receive the CS2 skin(s) in your Steam inventory within 24 hours of purchase.
- Product Not as Described: If the delivered CS2 skin differs significantly from what was advertised (e.g., different wear quality, pattern index, or float value than what was specified in the product listing).
- Technical Issues: If a technical error occurred during the purchase process resulting in an incorrect order or duplicate charges.
- Unauthorized Purchases: If your account was compromised and unauthorized purchases were made. (Note: This requires verification and potentially a police report).
2. Refund Ineligibility
Refunds will generally not be issued in the following cases:
- Change of Mind: If you simply change your mind about a purchase after the CS2 skin has been successfully delivered to your Steam inventory.
- Market Value Changes: If the market value of a skin decreases after your purchase.
- User Error: If you provided an incorrect Steam ID/Trade URL resulting in delivery to a different account.
- Steam Trading Restrictions: If you are unable to trade or sell the skin due to Steam-imposed restrictions on your account.
- After Item Transfer: If you have already transferred, traded, or sold the skin after receiving it.
3. Refund Timeframe
To be eligible for a refund, you must submit your request within:
- 24 hours of purchase for claims regarding non-delivery
- 48 hours of purchase for claims regarding product not as described
- 7 days of purchase for claims regarding technical issues
- 30 days of purchase for claims regarding unauthorized purchases (subject to verification)
Refund requests submitted after these timeframes may be considered on a case-by-case basis but are not guaranteed.
4. Refund Process
To request a refund, please follow these steps:
- Visit our Contact page or email us directly at refunds@csgaminghub.com
- Include your order number, date of purchase, and the email address used for the purchase
- Provide details about the reason for your refund request
- Include any relevant screenshots or evidence supporting your claim
- For non-delivery claims, include screenshots of your Steam inventory showing the item was not received
Our customer service team will review your request and respond within 2 business days. If additional information is needed, we will contact you.
5. Refund Processing Time
Once a refund is approved, we will process it as follows:
- Credit/Debit Card Payments: Refunds will be issued to the original payment method within 5-10 business days, depending on your card issuer's policies.
- PayPal Payments: Refunds will be issued to your PayPal account within 3-5 business days.
- Cryptocurrency Payments: Refunds for cryptocurrency payments will be issued as store credit due to the fluctuating nature of cryptocurrency values.
Please note that while we process refunds promptly on our end, it may take additional time for the funds to appear in your account, depending on your financial institution's policies.
6. Partial Refunds
In some cases, we may offer partial refunds:
- If only part of a multi-item order was not delivered or not as described
- If there are minor discrepancies in the product description that do not significantly impact the value or appearance of the skin
- If a reasonable compromise can be reached for other issues
7. Refund Alternatives
In certain situations, we may offer alternatives to a monetary refund:
- Store Credit: We may offer store credit that can be used for future purchases on CS Gaming Hub.
- Replacement: We may offer to replace the item with the correct one or a similar item of equal value.
- Discount on Future Purchases: We may offer a discount code for future purchases.
8. Special Circumstances
Promotional Items and Discounted Purchases: Items purchased during promotions or with special discount codes may have modified refund terms, which will be clearly communicated during the purchase process.
Bulk Purchases: Orders involving bulk purchases (5 or more skins) may be subject to different refund terms, which will be specified in the order confirmation.
9. Right to Modify Policy
CS Gaming Hub reserves the right to modify this refund policy at any time. Changes will not apply retroactively to purchases made before the modification. The current version of the refund policy will always be available on our website.
10. Contact Information
If you have any questions or concerns about our refund policy, please contact us:
Our customer service team is available Monday through Friday, 9:00 AM to 10:00 PM EST, and Saturday through Sunday, 10:00 AM to 8:00 PM EST.
