Refund Policy

Our commitment to customer satisfaction

1. Introduction

At CS Empire, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines the conditions and procedures for refunds of purchases made through our website.

By purchasing CS skins from our website, you agree to the terms of this Refund Policy. Please read this policy carefully before making a purchase.

2. Refund Eligibility

Due to the digital nature of our products (CS skins), our refund policy is more limited compared to physical goods. However, we understand that issues can arise, and we aim to address them fairly.

2.1 Eligible for Refund

You may be eligible for a refund in the following circumstances:

  • The CS skin was not delivered to your account within 24 hours of purchase confirmation
  • The CS skin received significantly differs from what was advertised (different wear rating, pattern, or skin type)
  • Technical issues prevented the completion of the transaction but your payment was processed
  • Duplicate purchases due to technical errors

2.2 Not Eligible for Refund

Refunds will not be provided in the following situations:

  • You have changed your mind after the CS skin has been successfully delivered to your account
  • You no longer want the skin after it has been delivered
  • You claim to have made the purchase by accident after the item has been delivered
  • You purchased the wrong CS skin due to your own error
  • The market value of the CS skin has decreased since your purchase
  • Issues arise from your gaming platform account, not from our services

3. Refund Timeframe

To be eligible for a refund, you must submit your refund request within the following timeframes:

  • For non-delivery issues: within 48 hours of purchase
  • For incorrect item issues: within 24 hours of delivery
  • For technical issues: within 72 hours of the transaction

Refund requests submitted after these timeframes will be reviewed on a case-by-case basis and may not be approved.

4. Refund Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our customer support team at info@csempire.com
  2. Include the following information in your email:
    • Your order number
    • The date of purchase
    • Your username or account email
    • The reason for requesting a refund
    • Any relevant screenshots or evidence supporting your claim

4.2 Refund Review Process

Once we receive your refund request, we will:

  1. Send you an acknowledgment email within 24 hours
  2. Review your request and the details of your purchase
  3. Investigate any technical issues if applicable
  4. Make a decision regarding your refund request
  5. Notify you of our decision within 5 business days

4.3 Refund Processing Time

If your refund request is approved:

  • We will process your refund within 3-5 business days of approval
  • Refunds will be issued to the original payment method used for the purchase
  • Depending on your payment provider, it may take an additional 5-10 business days for the refund to appear in your account

5. Refund Conditions

5.1 Full Refunds

Full refunds will be provided when:

  • The CS skin was never delivered to your account
  • You received a completely different item than what you ordered
  • You were charged multiple times for the same purchase due to technical errors

5.2 Partial Refunds

Partial refunds may be offered when:

  • The CS skin has minor differences from what was advertised but is still usable
  • There were slight discrepancies in the wear rating or pattern

5.3 Store Credit

In some cases, we may offer store credit instead of a monetary refund. This is typically offered when:

  • You purchased the wrong item but still wish to purchase a different skin
  • The issue was minor and does not significantly impact the use of the skin

Store credit does not expire and can be used for any future purchase on our website.

6. Special Circumstances

6.1 Promotional or Discounted Items

Items purchased during promotional events or with discount codes follow the same refund policy unless otherwise stated in the specific promotion's terms and conditions.

6.2 Account Issues

If you are unable to receive the CS skin due to issues with your gaming account (such as trade restrictions, bans, or other limitations), we are not responsible and may not provide a refund. It is your responsibility to ensure your gaming account is in good standing before making a purchase.

6.3 Price Fluctuations

CS skin prices may fluctuate based on market demand. We do not offer refunds if the market value of a skin decreases after your purchase.

7. Exceptions

We understand that extraordinary circumstances may arise. In such cases, we reserve the right to make exceptions to this policy at our discretion. Each situation will be evaluated individually, and our customer service team will work with you to find a fair resolution.

8. Chargebacks

We take chargebacks very seriously. If you have an issue with your purchase, please contact our customer support team before initiating a chargeback with your payment provider. Unauthorized chargebacks may result in:

  • Your account being suspended or terminated
  • Being banned from future purchases on our website
  • Additional fees or penalties

If you believe your payment was used fraudulently, please contact us immediately at info@csempire.com.

9. Contact Information

If you have any questions about our Refund Policy or would like to request a refund, please contact our customer support team:

CS Empire
Didžioji g. 66, Jonava LT-28583
Email: info@csempire.com
Phone: +681867626419

Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM (UTC+2).

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically to stay informed of any updates.

11. Effective Date

This Refund Policy is effective as of October 15, 2023.