At CS2 Gaming Hub, we strive to ensure your complete satisfaction with our products and services. This Refund Policy outlines our procedures for processing refunds and the conditions under which refunds are issued. Please read this policy carefully before making a purchase.
1. Digital Products and Services
CS2 Gaming Hub offers various digital products and services, including but not limited to premium guides, video tutorials, coaching sessions, and membership subscriptions. Our refund policy for these items is as follows:
1.1 Premium Guides and E-Books
- Eligibility Period: 14 days from the date of purchase
- Refund Conditions: Refunds are available if you are dissatisfied with the content quality or if the product does not match the description provided at the time of purchase.
- Proof Required: A brief explanation of why the product did not meet your expectations.
1.2 Video Tutorials and Courses
- Eligibility Period: 14 days from the date of purchase or after viewing less than 30% of the content, whichever comes first
- Refund Conditions: Refunds are available if the content quality is substandard or if the course content significantly differs from the advertised description.
- Limitations: No refunds will be issued after viewing more than 30% of the course content.
1.3 Coaching Sessions
- Cancellation Before Session: Full refund if cancelled at least 24 hours before the scheduled session
- Late Cancellation: 50% refund if cancelled less than 24 hours before the scheduled session
- After Session Completion: No refunds after a coaching session has been conducted, except in cases where the coach failed to attend the session or provided services significantly different from those advertised.
1.4 Membership Subscriptions
- Monthly Subscriptions: Can be cancelled at any time, with no charges for future months. No prorated refunds for the current billing period.
- Annual Subscriptions: Eligible for a prorated refund within the first 30 days of purchase. After 30 days, no refunds will be issued for the remaining subscription period.
- Trial Periods: No refunds for payments made after a free trial period has expired, as customers are notified before the trial ends.
2. Physical Merchandise
For any physical merchandise (such as CS2 Gaming Hub branded apparel, accessories, or gaming peripherals):
2.1 Return Eligibility
- Eligibility Period: 30 days from the date of delivery
- Item Condition: Items must be in original, unused condition with all original packaging and tags attached
- Proof of Purchase: Original order number or receipt required
2.2 Return Process
Steps to Return Merchandise:
- Contact our customer service team at returns@cs2gaminghub.com to request a return authorization
- Receive return instructions and a return authorization number (RAN)
- Package the item securely with all original components
- Include the RAN in your return package
- Ship the item to the address provided in the return instructions
2.3 Refund Processing
- Refund Method: Refunds will be issued to the original payment method
- Processing Time: Refunds typically process within 5-10 business days after we receive and inspect the returned item
- Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error (such as sending the wrong item or a defective product)
2.4 Damaged or Defective Items
- Notification Period: Must notify us within 7 days of receipt
- Documentation Required: Photos of the damaged/defective item and packaging
- Resolution Options: Replacement item or full refund including original shipping costs
3. Special Offers and Promotional Items
3.1 Discounted Items
Products purchased at a discounted rate or during special promotions follow the same refund policy as regularly priced items unless specifically noted in the promotion details.
3.2 Bundle Offers
For product bundles or packages:
- Bundles must be returned in full to be eligible for a refund
- Partial returns of bundle components will be refunded at their individual value within the bundle, not at their standalone retail price
3.3 Free or Bonus Items
Free items or bonuses received with a purchase must be returned along with the main product to be eligible for a refund.
4. How to Request a Refund
Refund Request Process:
- Contact Customer Service: Reach out to us via email at refunds@cs2gaminghub.com, by phone at +448391438537, or through the "Contact Us" form on our website.
- Provide Order Details: Include your order number, the items you wish to return, and the reason for your return or refund request.
- Documentation: Attach any required documentation (such as photos for damaged items).
- Review: Our customer service team will review your request and may ask for additional information if needed.
- Resolution: We will process your refund or offer an appropriate solution within 5-10 business days of receiving your request.
5. Refund Payment Methods
5.1 Original Payment Method
Refunds are typically processed to the original payment method used for the purchase:
- Credit/Debit Cards: 5-10 business days to appear on your statement
- PayPal: 3-5 business days
- Bank Transfer: 5-7 business days
- Other Payment Methods: Processing times may vary
5.2 Alternative Refund Methods
In certain circumstances, we may offer alternative refund methods:
- Store Credit: May be offered at a higher value than a direct refund
- Replacement Products: Direct replacement of defective or damaged items
- Gift Cards: May be issued when the original payment method is no longer available
6. Non-Refundable Items and Services
The following items and services are generally not eligible for refunds:
- Gift cards or store credits (except where required by law)
- Downloadable content after the download process has begun
- Personalized or custom-made products
- Services that have been fully performed
- Group coaching sessions or tournament entry fees after the event has begun
- Account upgrades or virtual items that have been consumed or used
7. Exceptions and Special Circumstances
We understand that special circumstances may arise. In the following situations, please contact our customer service team directly to discuss potential exceptions:
- Technical issues that prevented access to purchased digital content
- Unauthorized purchases (report these immediately)
- Duplicate charges or billing errors
- Extenuating personal circumstances
Each case will be reviewed individually, and exceptions may be made at our discretion.
8. Updates to Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage customers to check this page periodically for any changes. Your continued use of our services after any changes indicates your acceptance of the updated Refund Policy.
9. Contact Us
If you have any questions about our Refund Policy, please contact us:
- By email: refunds@cs2gaminghub.com
- By phone: +448391438537
- By mail: Studio 00 Allen Cliffs, Harrisfort, LS25 2AY, United Kingdom
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM GMT.
