Refund Policy

Last Updated: December 1, 2023

1. Introduction

At CS Gaming Hub, we strive to ensure complete customer satisfaction with all our premium CS2 gaming equipment. We understand that sometimes a product may not meet your expectations or may arrive damaged, which is why we've established this Refund Policy to help resolve such situations quickly and efficiently.

This Refund Policy outlines the conditions under which we accept returns and issue refunds for products purchased from our website. By purchasing products from CS Gaming Hub, you agree to the terms of this policy.

2. Return Eligibility

2.1 Standard Return Period

You may return most new, unopened items within 30 days of delivery for a full refund. For opened items that are in good condition, we offer a 14-day return period from the date of delivery.

2.2 Defective or Damaged Products

If you receive a defective or damaged product, please contact our customer service team within 48 hours of receiving the item. We will arrange for the return and replacement of the product at no additional cost to you.

2.3 Items Not Eligible for Return

The following items are not eligible for return or refund:

  • Products that have been used extensively beyond testing for functionality
  • Products with missing parts, accessories, or packaging
  • Custom or personalized products (unless defective)
  • Digital products or software that has been downloaded or activated
  • Gift cards
  • Items marked as "Final Sale" or "Non-Returnable" at the time of purchase

3. Return Process

3.1 Initiating a Return

To initiate a return, please follow these steps:

  1. Contact our customer service team at support@csgaminghub.com or call us at +44 7113 557056.
  2. Provide your order number, the items you wish to return, and the reason for the return.
  3. Our team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and return instructions.
  4. Package the item(s) securely in the original packaging if possible.
  5. Include the RMA number visibly on the outside of the package.
  6. Ship the item(s) to the address provided in the return instructions.

3.2 Return Shipping

Return shipping costs are the responsibility of the customer, except in the following cases:

  • Defective or damaged products (we will provide a prepaid return label)
  • Incorrectly shipped items (we sent the wrong product)
  • Returns due to our error

We recommend using a trackable shipping method for all returns to ensure the package can be tracked and verified if necessary.

3.3 Return Inspection

All returned items will be inspected upon receipt to ensure they are in their original condition, complete with all parts, accessories, and packaging. If an item fails the inspection, we may deny the refund or offer a partial refund.

4. Refund Process

4.1 Processing Time

Once we receive your returned item, our team will inspect it and process your refund. This process typically takes 3-5 business days from the receipt of the returned product. You will be notified by email once your refund has been processed.

4.2 Refund Method

Refunds will be issued to the original payment method used for the purchase:

  • Credit/Debit Card: Refunds will be issued to the original card used for the purchase. It may take an additional 5-10 business days for the refund to appear on your card statement, depending on your card issuer's policies.
  • PayPal: Refunds will be processed to your PayPal account and should appear immediately or within 24 hours.
  • Other payment methods: For other payment methods, we will contact you to arrange the most appropriate refund method.

4.3 Partial Refunds

We may issue partial refunds in the following cases:

  • Items returned with signs of use or wear beyond normal inspection
  • Items returned with missing parts, accessories, or packaging
  • Items that have been opened and are no longer in new condition, but are still functional

The amount of the partial refund will be determined based on the condition of the returned item and will be communicated to you before processing the refund.

4.4 Refund Amount

The refund amount will include the purchase price of the returned item(s) and any applicable taxes. Shipping costs are non-refundable unless the return is due to our error (damaged, defective, or incorrect item shipped).

Any promotional discounts or coupon codes applied to the original purchase may affect the refund amount in accordance with the terms of the promotion.

5. Exchanges

If you wish to exchange an item for a different size, color, or model, please follow the return process and place a new order for the desired item. This ensures the fastest processing time and availability of your preferred replacement.

6. Warranty Claims

All CS Gaming Hub products come with our standard 2-year warranty against manufacturing defects. If your product develops a fault within the warranty period:

  1. Contact our customer service team with details of the issue and proof of purchase.
  2. Our team will assess the claim and may request photos or videos of the defect.
  3. If the warranty claim is approved, we will provide instructions for returning the product for repair or replacement.
  4. Shipping costs for warranty repairs or replacements will be covered by CS Gaming Hub.

Please note that the warranty does not cover damage caused by accidents, misuse, modifications, or normal wear and tear.

7. Exceptions and Special Circumstances

7.1 Promotional Items and Bundles

Items purchased as part of a promotional bundle or at a special discount may be subject to different return conditions, which will be communicated at the time of purchase.

7.2 Holiday Season and Special Sales

For purchases made during holiday seasons (November 15 - January 15) or special sales events, the return period may be extended. Any special return terms will be clearly communicated during the checkout process.

7.3 International Orders

For international orders, return shipping may involve additional complexities such as customs duties and import taxes. Please contact our customer service team for specific guidance if you need to return an international order.

8. Cancellations

If you wish to cancel an order before it ships, please contact our customer service team immediately. We process orders quickly, so there is a limited window for cancellations.

  • Orders that have not yet been processed can be cancelled for a full refund.
  • Orders that have been processed but not yet shipped may be eligible for cancellation, subject to a small processing fee.
  • Orders that have already shipped cannot be cancelled and must follow the standard return process.

9. Contact Information

If you have any questions about our Refund Policy or need assistance with a return or refund, please contact our customer service team:

Customer Service
CS Gaming Hub
52 Jade Shore
North Isabellehaven
BL8 2ND
United Kingdom
support@csgaminghub.com
+44 7113 557056

Our customer service hours are Monday through Friday, 9:00 AM to 6:00 PM (EST), and Saturday, 10:00 AM to 4:00 PM (EST).

10. 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 Refund Policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.