Refund policy

REFUND AND REIMBURSEMENT POLICY

Last updated: August 2026

At ElbowGames, we want to ensure that all products are shipped to our customers in the condition in which they were advertised and sold.

All returned items will be inspected for their condition, packaging, seals, accessories and remaining components before any refund is processed.

1. RIGHT OF WITHDRAWAL

For distance purchases, consumers have, where legally applicable, a period of 14 days to exercise their right of withdrawal, without having to provide a reason.

The period shall be calculated in accordance with the applicable legislation.

To exercise the right of withdrawal, the customer must contact ElbowGames by email at geral@elbowgames.com, stating the order number and their decision to return the product.

Exercising the right of withdrawal does not affect the consumer's statutory rights regarding products that are non-conforming or defective.

2. CONDITION OF RETURNED ITEMS

Returned items must be returned in the same condition in which they were sold and received, taking into account the nature of the product and the manner in which it was marketed.

Where applicable, the original packaging, seals, labels, accessories, manuals, components and other items supplied with the product must be returned with the item.

The consumer must take reasonable care of the goods so that they can be returned in the appropriate condition, in accordance with applicable legislation.

ElbowGames will inspect the condition of the item upon receipt.

3. NEW AND SEALED PRODUCTS

Products sold as new and sealed must be returned with their original packaging, seals and integrity maintained in the same condition in which they were delivered.

This applies, in particular, to:

• New and sealed games;
• Booster Packs and Booster Boxes;
• Displays and other sealed Trading Card Game (TCG) products;
• Figures and collectible products sold sealed;
• Amiibo and similar products;
• Other items whose sale condition is identified as new and sealed.

Opening, breaking, removing or damaging the seal or packaging of a product sold as new and sealed changes the condition of the item and may result in a reduction in its value.

ElbowGames does not accept, as a voluntary commercial return, new and sealed products that have been opened or whose tamper-evident seal has been removed or damaged, whenever permitted by applicable legislation.

In legally applicable cases, namely the supply of sealed audio or video recordings or sealed computer software whose seal of inviolability has been removed after delivery, the right of withdrawal does not apply.

This policy does not affect the consumer's statutory rights in cases of non-conformity, defects or other legally protected circumstances.

4. USED PRODUCTS

Products sold as used will be identified as such on the respective product page.

The condition, signs of use, accessories and other relevant characteristics will be described in the product listing whenever applicable.

Returned used products must be in the same condition of preservation and functionality in which they were sold, taking into account the condition described and presented on the respective product page.

Items that show damage, alterations, additional wear or other signs of use that were not present at the time of sale will not be accepted as voluntary commercial returns, without prejudice to the consumer's statutory rights.

5. HANDLING AND DEPRECIATION OF PRODUCTS

The consumer may examine the product to the extent necessary to establish its nature, characteristics and functionality.

Where the handling of the product exceeds what is necessary for such examination and results in a reduction in its value, the consumer may be liable for the resulting depreciation, in accordance with applicable law.

ElbowGames reserves the right to assess the condition of the returned product before issuing a refund.

6. DAMAGED, INCORRECT OR NON-CONFORMING PRODUCTS

If the customer receives a damaged, defective, incomplete or incorrect product, they must contact ElbowGames at geral@elbowgames.com, stating the order number and, whenever possible, providing photographs or videos that allow the situation to be assessed.

In such cases, ElbowGames will assess the situation and apply the rights and remedies legally provided for non-conformity of goods.

The consumer's statutory rights regarding warranty and non-conformity are not affected by this policy.

7. WARRANTY

Products sold by ElbowGames are covered by the warranty and conformity rights provided for under applicable Portuguese law.

For new movable goods, the statutory warranty period of three years applies.

For used movable goods, the warranty period may be reduced to one year where an agreement to that effect exists between ElbowGames and the consumer, in accordance with applicable law.

The warranty does not cover damage resulting from improper use, accidents, negligence or other circumstances that do not constitute a lack of conformity of the product.

8. EXCHANGES

ElbowGames does not offer direct exchanges of items for other products due to personal preference, change of mind, model, version or any other reason that does not constitute a lack of conformity of the product.

If the customer wishes to purchase a different item, they must, where legally applicable, return the purchased item in accordance with this policy and subsequently place a new order.

The consumer's statutory rights regarding non-conforming or defective products, or incorrectly shipped items, are not affected by this policy.

9. RETURN COSTS

Where the right of withdrawal is exercised, the direct costs of returning the goods shall be borne by the consumer where legally permitted and provided that this information was made available in advance.

Where the return results from an error by ElbowGames, an incorrectly shipped product, damage occurring before delivery or a lack of conformity, the applicable legal rules shall apply.

10. REFUNDS

Upon receipt of the returned item, ElbowGames will inspect the product.

Where the return is accepted, the refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise and in accordance with applicable law.

In the event of withdrawal, ElbowGames will refund the payments received within the legally applicable time limits.

ElbowGames may wait until the returned goods have been received or until the customer provides proof of their return before issuing the refund, in accordance with applicable law.

11. HOW TO REQUEST A RETURN

To initiate a return, the customer must contact:

ElbowGames
Email: geral@elbowgames.com
Phone: 910 032 394
Website: elbowgames.com

The request should include, whenever possible:

• Order number;
• Name used for the purchase;
• Product or products the customer wishes to return;
• Reason for the return, where applicable.

After receiving the request, ElbowGames will provide the necessary instructions for completing the return.

12. RETURN ADDRESS

Returns must be sent to the address provided by ElbowGames in the return instructions supplied to the customer.

Items must not be sent back for return without the customer first contacting ElbowGames and receiving the relevant instructions.

13. CONTACT

For questions relating to returns, refunds, exchanges, warranties or non-conformity, please contact us at:

ElbowGames
Email: geral@elbowgames.com
Phone: 910 032 394
Website: elbowgames.com