Refund Policy

1. Refund Eligibility

Due to the digital nature of our products (CS2 skins), our refund policy is more restrictive than for physical goods. However, we will consider refund requests under the following circumstances:

1.1 Eligible for Refund

• Non-Delivery of Item: If you have not received your purchased item(s) within 24 hours of completing your payment and the issue is on our end.
• Incorrect Item Delivered: If you received an item that is significantly different from what was advertised (e.g., different skin, different wear condition, or different pattern than explicitly promised).
• Technical Issues: If there was a technical error that resulted in duplicate charges or an incorrect amount charged.
• System Errors: If a system error on our platform resulted in an unintended purchase or transaction.

1.2 Not Eligible for Refund

• Change of Mind: Simply changing your mind about a purchase after the item has been delivered to your Steam inventory.
• Minor Visual Differences: Slight variations in appearance compared to images on our website due to different graphics settings, lighting, or other display factors.
• Price Fluctuations: Changes in market value after your purchase.
• External Issues: Problems with your Steam account, trade restrictions, or other issues not related to our platform.
• Traded or Transferred Items: If you have already traded, sold, or transferred the item to another account.
• Violation of Terms: Any purchase made in violation of our Terms and Conditions.

2. Refund Timeframes

2.1 Refund Request Deadline

To be eligible for a refund, you must submit your request within 24 hours of the completion of your purchase. Requests submitted after this timeframe will generally not be considered unless there are exceptional circumstances.

2.2 Refund Processing Time

Once your refund request is approved, we will process it within 3-5 business days. The time it takes for the refund to appear in your account depends on your payment method:

• Credit/Debit Cards: 5-10 business days, depending on your card issuer
• PayPal: 3-5 business days
• Cryptocurrency: 1-3 business days (subject to blockchain confirmation times)
• Bank Transfers: 5-10 business days

3. How to Request a Refund

To request a refund, please follow these steps:

3.1 Refund Request Process

1. Contact Customer Support: Email our support team at refunds@csgaminghub.com with the subject line "Refund Request - [Order Number]"
2. Provide Required Information:
   • Your full name
   • Order number
   • Date of purchase
   • Item(s) for which you are requesting a refund
   • Detailed reason for the refund request
   • Supporting evidence (screenshots, videos, or other documentation that supports your claim)
3. Return of Digital Items: For approved refunds, you must return the digital item to our platform through a trade offer that will be sent to you.
4. Refund Confirmation: Once your request is reviewed and approved, we will send you a confirmation email with details about the refund process.

3.2 Alternative Contact Methods

If you're unable to email us, you can also request a refund through:

• Live Chat: Available on our website during business hours (9 AM - 9 PM GMT)
• Phone Support: +447837983877 (available 24/7)

4. Refund Methods

Refunds will generally be issued using the original payment method used for the purchase. However, in certain circumstances, we may provide the refund through an alternative method:

4.1 Standard Refund Methods

• Credit/Debit Card Purchases: Refunded to the original card
• PayPal Payments: Refunded to your PayPal account
• Cryptocurrency Payments: Refunded in the same cryptocurrency used for purchase
• Bank Transfers: Refunded to the originating bank account

4.2 Alternative Refund Methods

In certain cases, such as when the original payment method is no longer available or for partial refunds, we may offer:

• Site Credit: Store credit that can be used for future purchases on our platform
• Alternative Payment Method: Refund to a different payment method you provide

5. Partial Refunds

In some cases, we may offer partial refunds when:

• Only part of an order is affected by an issue
• There is a minor discrepancy between the advertised item and the delivered item
• A compromise solution is appropriate based on the specific circumstances

Partial refunds will be determined on a case-by-case basis by our customer service team.

6. Processing Fees and Deductions

6.1 Refund Processing Fees

Please note that certain payment processors charge fees for transactions that cannot be recovered when processing refunds. In such cases, the following may apply:

• For refunds due to our error or system issues: Full refund with no deductions
• For refunds due to customer-initiated requests where we have incurred payment processing fees: A processing fee of up to 3% may be deducted from the refund amount

6.2 Currency Exchange Rates

If your purchase was made in a currency different from your payment method's currency, please be aware that the refunded amount may differ from the original charge due to currency exchange rate fluctuations.

7. Special Circumstances

7.1 High-Value Transactions

For purchases exceeding $1,000, we may require additional verification steps before processing a refund to prevent fraud and ensure security.

7.2 Promotional or Discounted Items

Items purchased using promotional codes, discounts, or as part of a special offer may be subject to additional refund restrictions or may only be eligible for store credit.

7.3 Account Restrictions

If your Steam account has trade restrictions or if there are issues with your account that prevent us from retrieving the item, your refund may be delayed until these issues are resolved.

8. Exceptions to the Standard Policy

We understand that exceptional circumstances may arise. We evaluate such situations on a case-by-case basis and may make exceptions to our standard policy at our discretion.

If you believe your situation warrants special consideration, please provide a detailed explanation when contacting our support team.

9. Refund Disputes

If your refund request is denied and you believe this decision was made in error, you may appeal the decision by:

1. Emailing appeals@csgaminghub.com with the subject line "Refund Appeal - [Order Number]"
2. Providing any additional information or evidence that may support your case
3. Explaining why you believe the initial decision should be reconsidered

Appeals will be reviewed by a senior customer service representative not involved in the original decision.

10. Chargebacks and Payment Disputes

We strongly encourage customers to contact us directly before initiating a chargeback or payment dispute with their financial institution. Unauthorized chargebacks or payment disputes may result in:

• Account suspension or termination
• Restriction from future purchases
• Additional fees or penalties

If you have concerns about a transaction, please contact our customer support team first so we can address the issue directly.

11. Changes to the Refund Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. We will notify customers of significant changes through email or a notice on our website.

The refund policy that was in effect at the time of your purchase will apply to your transaction.

12. Contact Information

If you have any questions about our Refund Policy, please contact us:

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