Refund Policy

Last Updated: December 15, 2023

Introduction

At CS Gaming Hub, we strive to ensure your complete satisfaction with every purchase. This Refund Policy outlines the terms and conditions for refunds and returns of CS2 skins purchased through our platform.

Due to the digital nature of CS2 skins and the instant delivery process, our refund policy is more restrictive than those for physical goods. However, we are committed to addressing legitimate issues and ensuring fair treatment for all our customers.

Eligibility for Refunds

We may issue refunds under the following circumstances:

Eligible Refund Reasons

  • Failed Delivery: If you have paid for a skin but did not receive the trade offer within 24 hours and our system confirms the trade was not sent.
  • Significant Discrepancy: If the skin you received has significantly different characteristics (such as float value, pattern, or wear) than what was advertised on our website at the time of purchase.
  • Technical Error: If a technical error on our part resulted in an incorrect purchase or charge.
  • Double Charging: If you were charged multiple times for the same transaction.

Refund Time Limit

Refund requests must be submitted within 48 hours of the purchase. After this period, we may be unable to process refund requests except in extraordinary circumstances.

Non-Refundable Purchases

The following situations are generally not eligible for refunds:

  • Change of Mind: If you simply change your mind about a purchase after the skin has been delivered to your inventory.
  • Price Fluctuations: If the market value of the skin has decreased after your purchase.
  • Minor Visual Differences: Small variations in appearance that fall within the normal range for the advertised condition and float value.
  • Trade Holds: Issues related to Steam trade holds or restrictions on your account that prevented you from receiving the skin.
  • Buyer's Remorse: Dissatisfaction with a purchase for subjective reasons after the skin has been delivered.
  • Expired Trade Offers: If you failed to accept a valid trade offer within the Steam offer expiration period (typically 14 days).

Refund Process

To request a refund, please follow these steps:

  1. Contact Customer Support: Submit a refund request through our Contact Form or email directly to refunds@csgaminghub.com.
  2. Provide Information: Include your order number, the specific item(s) for which you're requesting a refund, and a detailed explanation of the issue.
  3. Submit Evidence: Provide any relevant screenshots, trade history, or other evidence that supports your refund request.
  4. Review Process: Our support team will review your request within 48 business hours and may request additional information if needed.
  5. Decision: You will be notified of our decision via email, along with any next steps required.

Refund Timeline

If your refund request is approved, we will process it according to the following timeline:

  • Review Period: All refund requests are reviewed within 1-2 business days of submission.
  • Processing Time: Once approved, refunds are processed within 3-5 business days.
  • Payment Method: Refunds will be issued to the original payment method used for the purchase.
  • Credit Card/PayPal Refunds: May take an additional 5-10 business days to appear on your statement, depending on your financial institution.
  • Cryptocurrency Refunds: May take 1-3 business days to process and will be subject to the current exchange rate at the time of refund, not the original purchase rate.

Alternative Solutions

In some cases where a direct refund is not possible or appropriate, we may offer alternative solutions such as:

  • Store Credit: Credit to your CS Gaming Hub account for future purchases.
  • Exchange: Trading the item for another of equivalent value.
  • Partial Refund: In cases where there is a minor discrepancy or issue.

Special Circumstances

High-Value Transactions

For purchases exceeding $1,000, additional verification steps may be required before a refund can be processed. This may include identity verification and additional documentation related to the purchase.

Market Volatility

During periods of extreme market volatility, we reserve the right to modify our refund policy temporarily, with clear communication to affected customers.

Account Issues

If your Steam account is banned, restricted, or otherwise compromised after a purchase but before skin delivery, we will work with you on a case-by-case basis to find a fair resolution.

Exceptions to the Refund Policy

We may make exceptions to this policy at our sole discretion, particularly in the following cases:

  • Where required by applicable law or regulations
  • For long-standing customers with a proven purchase history
  • In extraordinary circumstances not covered by this policy

Chargeback Policy

Filing a chargeback with your payment provider instead of contacting our customer support team directly is considered a violation of our Terms of Service. If you file a chargeback:

  • Your account may be suspended pending resolution
  • You may be permanently banned from our platform
  • If the skin has already been delivered, we reserve the right to report the chargeback as fraudulent

We strongly encourage you to contact our support team to resolve any issues before considering a chargeback.

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this policy periodically for changes. Your continued use of our Service following the posting of changes constitutes your acceptance of such changes.

Contact Us

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

CS Gaming Hub

704 Reynolds Trail

Reidtown NR31 8NS

United Kingdom

Email: refunds@csgaminghub.com

Phone: +443540956541

Our support team is available 24/7 to assist you with any refund-related inquiries.