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Refund Policy

Last updated: May 15, 2023

1. Introduction

At CS Gaming Hub, we take pride in providing high-quality gaming products to enhance your CS2 experience. We want you to be completely satisfied with your purchase. This Refund Policy outlines the conditions and procedures for returns, refunds, and exchanges for products purchased through our website at csgaminghub.com.

By making a purchase from CS Gaming Hub, you agree to the terms of this Refund Policy. We reserve the right to modify this policy at any time, with changes taking effect when posted on the Site.

2. Return Eligibility

2.1 30-Day Return Period

You may return most new, unopened items within 30 days of delivery for a full refund. For opened items that are defective, damaged, or incorrect, we also accept returns within 30 days of delivery.

2.2 Return Condition Requirements

To be eligible for a return, your item must be:

  • In the same condition that you received it;
  • In the original packaging, with all components and accessories;
  • Accompanied by the original receipt or proof of purchase; and
  • Unused and uninstalled, except in cases of defective products.

2.3 Non-Returnable Items

The following items cannot be returned:

  • Software products with broken seals or activated license keys;
  • Custom-configured products that were made to your specifications;
  • Products marked as "final sale" or "non-returnable" at the time of purchase;
  • Gift cards;
  • Personal items like mousepads or headsets that have been used, for hygiene reasons;
  • Items damaged due to misuse, abuse, or improper installation.

3. Refund Types

3.1 Full Refunds

You will receive a full refund for:

  • Items returned in unopened, original condition within 30 days;
  • Items that are defective or damaged upon arrival;
  • Items that are significantly different from what was advertised; or
  • Items we shipped to you in error.

3.2 Partial Refunds

Partial refunds may be issued for:

  • Items returned with missing components or accessories;
  • Items that show signs of use or wear beyond simple inspection;
  • Items returned without original packaging; or
  • Items returned between 30-45 days after delivery (subject to a 15% restocking fee).

3.3 Exchanges

If you prefer to exchange your item for another product rather than receive a refund, we are happy to accommodate this request. The replacement item will be shipped once we receive and process your returned item.

4. Return Process

4.1 Initiating a Return

To start the return process:

  1. Contact our customer service team at returns@csgaminghub.com or call +44 1754 338059.
  2. Provide your order number, the item(s) you wish to return, and the reason for the return.
  3. Our team will email you a Return Merchandise Authorization (RMA) number and return instructions.

Please do not send your return without first obtaining an RMA number, as this may delay the processing of your return.

4.2 Packaging and Shipping Returns

When returning items:

  • Pack the items securely in the original packaging if possible, or in packaging that provides equivalent protection.
  • Include all components, accessories, manuals, and documentation that came with the product.
  • Clearly write the RMA number on the outside of the package.
  • Include a copy of your receipt or packing slip inside the package.
  • Ship the package to the address provided in your return instructions.

We recommend using a trackable shipping service and purchasing shipping insurance for valuable items, as we cannot be responsible for items lost or damaged in transit.

4.3 Return Shipping Costs

Return shipping costs are handled as follows:

  • For defective items, incorrect shipments, or items damaged in transit: We will provide a prepaid return shipping label.
  • For returns due to customer preference (wrong size, changed mind, etc.): The customer is responsible for return shipping costs.

If you received free shipping with your order, the actual shipping cost may be deducted from your refund amount unless the return is due to our error or a defective product.

5. Refund Processing

5.1 Inspection Period

Once we receive your returned item, we will inspect it to determine if it meets our return requirements. This inspection typically takes 1-3 business days.

5.2 Refund Timeline

After approving your return:

  • Credit card refunds: 5-10 business days to appear on your statement, depending on your card issuer.
  • PayPal refunds: 2-3 business days.
  • Store credit: Issued immediately after approval and sent via email.

5.3 Refund Method

Refunds will be issued to the original payment method used for the purchase. If this is not possible, we will contact you to arrange an alternative refund method.

5.4 Refund Amount

Your refund will include:

  • The purchase price of the returned item(s);
  • Sales tax charged on the returned item(s);
  • Original shipping costs (only if the return is due to our error or a defective product).

Restocking fees or return shipping costs (if applicable) will be deducted from your refund amount.

6. Warranty Claims

6.1 Manufacturer Warranties

Most products sold by CS Gaming Hub come with a manufacturer's warranty. These warranties vary by product and brand. Details of the applicable warranty for each product are included in the product packaging or can be found on the manufacturer's website.

6.2 CS Gaming Hub Extended Warranty

For products that include our extended warranty protection, please refer to the specific terms provided at the time of purchase. Our extended warranty typically covers:

  • Manufacturing defects beyond the original manufacturer's warranty period;
  • Technical support for product issues;
  • Expedited replacement for covered defects.

6.3 Warranty Claim Process

To make a warranty claim:

  1. Contact our customer service team with details about the issue and your order information.
  2. Our team will guide you through the troubleshooting process.
  3. If we determine that your product is defective and covered under warranty, we will provide instructions for repair or replacement.

For products still under manufacturer warranty, we may direct you to the manufacturer's warranty service or handle the claim on your behalf, depending on our agreement with that manufacturer.

7. Special Circumstances

7.1 Damaged or Defective on Arrival

If your item arrives damaged or defective:

  1. Contact us within 48 hours of receiving the package.
  2. Provide photos of the damaged item and packaging if possible.
  3. We will arrange for a replacement or refund, plus return shipping at our expense.

7.2 Missing Items

If your package is missing items that were listed in your order confirmation:

  1. Contact us within 48 hours of receiving the package.
  2. Provide your order number and details of the missing items.
  3. We will investigate and either ship the missing items or provide a refund for them.

7.3 Gifts

For items purchased as gifts:

  • The gift recipient can return the item with the gift receipt or order number.
  • Refunds for gifts will be issued as store credit to the recipient unless otherwise arranged.
  • We will not notify the gift purchaser of the return unless specifically requested.

8. Exceptions and Appeals

We understand that exceptional circumstances may arise. If you have a return or refund request that falls outside the terms of this policy, please contact our customer service team to discuss your situation. We review such requests on a case-by-case basis and strive to find fair solutions.

If you are dissatisfied with how your return or refund was handled, you may appeal the decision by contacting our customer resolution team at resolution@csgaminghub.com.

9. Contact Information

For any questions or concerns regarding returns or refunds, please contact us:

CS Gaming Hub
Studio 18, Carter Coves
East Sallyborough, RH15 9TE
United Kingdom
Email: returns@csgaminghub.com
Phone: +44 1754 338059
Hours: Monday-Friday, 9:00 AM - 6:00 PM GMT