Refund Policy

1. General Refund Policy

We are committed to providing high-quality products and services. However, we understand that there may be instances where a refund is appropriate. Our general policy is as follows:

1.1 Digital Products

For digital products (e.g., downloadable guides, digital publications, online courses):

• You may request a refund within 14 days of purchase if you have not downloaded, accessed, or streamed the content.
• If you have accessed or downloaded the digital product, refunds are generally not available unless the product is defective or significantly different from its description.

1.2 Physical Products

For physical products (e.g., merchandise, printed materials):

• You may return unopened, unused items in their original packaging within 30 days of delivery for a full refund of the purchase price (excluding shipping costs).
• Items must be in their original condition, including packaging, labels, and accessories.
• Shipping costs for returning items are the responsibility of the customer, unless the return is due to our error (e.g., wrong item shipped or defective product).

1.3 Subscription Services

For subscription-based services:

• New subscribers may cancel within 14 days of initial subscription for a full refund.
• For ongoing subscriptions, you may cancel at any time to prevent future billing, but refunds for the current billing period are generally not provided once the service has been accessed.
• Prorated refunds may be considered on a case-by-case basis for annual subscriptions.

1.4 Event Tickets and Premium Content

For event tickets, webinars, or premium content access:

• Refunds are available up to 7 days before the scheduled event.
• No refunds will be issued within 7 days of the event unless the event is canceled or rescheduled by us.
• If an event is canceled by CanGameHub, you will receive a full refund.
• If an event is rescheduled, you may choose between attending the rescheduled event or receiving a full refund.

2. Conditions for Refund Eligibility

To be eligible for a refund, the following conditions must be met:

2.1 Proof of Purchase

You must provide proof of purchase, such as an order number, receipt, or confirmation email.

2.2 Timeframe

Refund requests must be submitted within the timeframes specified for each product or service type as outlined in Section 1.

2.3 Product Condition

For physical products, items must be returned in their original condition, unused, and with all original packaging and accessories.

2.4 Valid Reason

A valid reason for the refund request must be provided. Valid reasons may include:

• Defective product or service
• Significant discrepancy between the product description and the actual product
• Order error (e.g., duplicate charge, incorrect amount charged)
• Non-delivery of product or service
• Dissatisfaction with the product or service (subject to the specific terms for that product type)

3. Refund Process

To request a refund, please follow these steps:

3.1 Submit a Refund Request

Send your refund request to [email protected] or through our Contact Form, including:

• Your order number or proof of purchase
• The item(s) for which you are requesting a refund
• The reason for your refund request
• Your preferred refund method (original payment method, store credit, etc.)

3.2 Return Process (for Physical Products)

If your refund request is approved and involves physical products:

1. You will receive return instructions via email, including a return address.
2. Pack the item(s) securely in appropriate packaging.
3. Ship the item(s) to the provided address with tracking information.
4. Keep your shipping receipt and tracking number.

For digital products or services, no physical return is necessary.

3.3 Refund Processing

Once we receive your returned item(s) or approve your refund request for digital products or services:

• We will inspect the returned item(s) if applicable.
• If the refund is approved, we will process it within 5-10 business days.
• Refunds will typically be issued to the original payment method used for the purchase.
• You will receive an email notification when your refund has been processed.

3.4 Refund Timeline

Please be aware of the following timelines:

• Refund requests are typically reviewed within 3-5 business days.
• Once approved, refunds are processed within 5-10 business days.
• The time it takes for the refund to appear in your account depends on your payment provider or bank and may take an additional 5-10 business days.

4. Non-Refundable Items and Exceptions

The following items and situations are generally not eligible for refunds:

4.1 Non-Refundable Items

• Customized or personalized products
• Gift cards or promotional codes
• Downloadable software or digital content that has been accessed, downloaded, or used
• Services that have been fully performed or substantially completed
• Items marked as non-refundable at the time of purchase
• Shipping and handling fees (except in cases where we shipped an incorrect or defective item)

4.2 Exceptions and Special Circumstances

We understand that special circumstances may arise. The following exceptions may be considered on a case-by-case basis:

• Technical issues that prevent access to digital content or services
• Extraordinary circumstances beyond your control (with appropriate documentation)
• Product defects not immediately apparent upon receipt

If you believe your situation warrants special consideration, please include details in your refund request.

5. Exchanges

In some cases, you may prefer to exchange an item rather than request a refund:

• Exchanges are available for physical products within 30 days of delivery.
• The item must meet the same conditions required for a refund (unused, original packaging, etc.).
• To request an exchange, follow the same process as for refunds, but specify that you want an exchange and indicate the item you would like instead.
• If the replacement item has a different price than the original purchase, you will either be charged the difference or refunded the difference, as appropriate.

6. Damaged or Defective Items

If you receive a damaged or defective item:

• Contact us within 7 days of receiving the item.
• Provide a detailed description of the damage or defect.
• Include photos of the damaged item or packaging if possible.
• We will arrange for a replacement or refund, including any return shipping costs.

For digital products that are defective or non-functional, please provide a detailed description of the issue so we can verify and resolve the problem.

7. Cancellation of Orders

You may cancel an order under the following conditions:

• For physical products, orders can be canceled before the item has been shipped. Once shipping has begun, you will need to follow the return process.
• For digital products, orders can be canceled before you have accessed or downloaded the content.
• For services, cancellation policies vary based on the specific service. Please refer to the service-specific terms provided at the time of purchase.

To cancel an order, contact us as soon as possible with your order number and cancellation request.

8. Contact Information

If you have any questions about our Refund Policy or need to request a refund, please contact us using one of the following methods:

Email: [email protected]

Phone: +442115474797 (Monday to Friday, 9am-5pm GMT)

Mailing Address: 2 Carrie Ramp West Rachelville LL12 9NR

Web: Contact Form

9. 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. It is your responsibility to review this policy periodically to stay informed of updates. Your continued use of our services after changes to the Refund Policy constitutes your acceptance of the revised policy.

10. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer. If you are located in the European Union, you have certain rights under the EU Consumer Rights Directive. If you are located in the UK, you have rights under the Consumer Rights Act 2015. Nothing in this policy is intended to diminish or replace these statutory rights.

For customers in the EU, you generally have the right to cancel orders for goods within 14 days of receiving them, and for services within 14 days of placing the order. Specific exceptions may apply, particularly for digital content and custom-made items.