Refund Policy

CS Gaming Hub ("we," "our," or "us") is committed to ensuring your satisfaction with our CS2 skins trading services. This Refund Policy outlines the conditions, procedures, and timeframes for requesting refunds or resolving issues with transactions made through our platform.

Please read this policy carefully before making any purchases on our platform. By using our services, you agree to the terms of this Refund Policy.

1. General Refund Conditions

Due to the digital nature of CS2 skins and the instantaneous delivery through Steam's trading system, refunds are generally only available under specific circumstances. We understand that issues may arise, and we are committed to resolving them fairly and promptly.

1.1 Eligible Refund Situations

We may issue refunds in the following circumstances:

• Non-delivery of items: If you have completed payment but did not receive the purchased item(s) in your Steam inventory within 24 hours.
• Item discrepancy: If the item delivered significantly differs from what was described in the listing (e.g., different float value, pattern, or condition).
• Technical errors: If our system experienced a technical error that resulted in an incorrect charge or transaction.
• Unauthorized transactions: If a purchase was made from your account without your authorization.
• Double charging: If you were charged multiple times for the same transaction.

1.2 Non-refundable Situations

Refunds may not be available in the following circumstances:

• Change of mind: Once a trade has been completed, we cannot offer refunds simply because you changed your mind about the purchase.
• Market value changes: Fluctuations in market value of CS2 skins after purchase are not grounds for a refund.
• Trade delays due to Steam: Delays in trade completion due to Steam's trade holds or cooldowns are not eligible for refunds.
• User error: Mistakes made by the user, such as purchasing the wrong item or providing an incorrect trade URL.
• Trade ban or restriction: If your Steam account becomes trade banned or restricted after your purchase but before delivery.

2. Refund Request Procedure

2.1 How to Submit a Refund Request

If you believe you are eligible for a refund, please follow these steps:

1. Log in to your CS Gaming Hub account.
2. Navigate to "My Orders" or "Purchase History" in your account dashboard.
3. Locate the order for which you are requesting a refund.
4. Click on "Request Refund" button associated with the order.
5. Complete the refund request form, providing all required information about the issue.
6. Submit any supporting documentation or evidence (screenshots, trade history, etc.).
7. Submit your request.

Alternatively, you can contact our customer support team directly at support@csgaminghub.com with the following information:

• Your CS Gaming Hub username
• Order number or transaction ID
• Date of purchase
• Description of the issue
• Any relevant supporting evidence

2.2 Required Information

To process your refund request efficiently, please provide the following information:

• Complete details of the issue or reason for the refund request
• Screenshots of the transaction, item listing, and any relevant communications
• For item discrepancy claims: Screenshots of the received item showing the difference from what was advertised
• For non-delivery claims: Your Steam trade history showing no incoming trades from our service

3. Refund Processing Timeframes

3.1 Request Submission Timeline

To be eligible for consideration, refund requests must be submitted within the following timeframes:

• Non-delivery issues: Within 48 hours of the completed payment
• Item discrepancy issues: Within 24 hours of receiving the item
• Technical errors or double charges: Within 7 days of the transaction
• Unauthorized transactions: Within 48 hours of discovering the unauthorized charge

3.2 Review and Resolution Timeline

Once your refund request is submitted, our team will review it according to the following timeline:

• Acknowledgment of your refund request: Within 24 hours
• Initial review of your claim: Within 2-3 business days
• Final decision on refund approval or denial: Within 5-7 business days from submission
• Processing of approved refunds: Within 3-5 business days after approval

Complex cases that require additional investigation may take longer to resolve. We will keep you updated on the status of your request throughout the process.

4. Refund Methods

4.1 Standard Refund Methods

If your refund request is approved, we will process the refund using the original payment method used for the purchase:

• Credit/Debit Card payments: Refunded to the original card
• PayPal payments: Refunded to the PayPal account used
• Cryptocurrency payments: Refunded to the original sending wallet address
• Steam Wallet funds: Refunded as site credit or through an alternative payment method

4.2 Refund Alternatives

In some cases, we may offer the following alternatives to a monetary refund:

• Site credit to be used for future purchases
• Replacement of the item with the correct version
• Partial refund if the issue affects only part of the order
• Exchange for a different item of similar value

5. Special Circumstances

5.1 Marketplace Purchases

For items purchased from third-party sellers on our marketplace:

• Refund requests will involve the seller in the resolution process
• The seller will have 48 hours to respond to the dispute
• If the seller does not respond or resolve the issue, CS Gaming Hub may intervene and issue a refund at our discretion

5.2 Promotional or Discounted Items

Items purchased during promotions, with discount codes, or as part of special sales may have modified refund terms, which will be clearly indicated at the time of purchase.

5.3 Account Suspensions

If your account is suspended or terminated due to violations of our Terms of Service, any pending refunds may be delayed or denied depending on the nature of the violation.

6. Dispute Resolution

If you disagree with the outcome of your refund request, you may appeal the decision by contacting our customer support team at disputes@csgaminghub.com within 7 days of receiving our decision.

Your appeal should include:

• Your original refund request reference number
• Any additional information or evidence that may support your case
• A clear explanation of why you believe the decision should be reconsidered

Appeals will be reviewed by a senior member of our customer support team who was not involved in the original decision.

7. Contact Information

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

8. Policy Updates

We may update this Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. The updated policy will be posted on this page with a revised "Last updated" date. We encourage you to review this policy periodically.

Your continued use of our services following the posting of changes to this policy will be deemed your acceptance of those changes.