Refund Policy

Return, Exchange, and Warranty Policy

Your satisfaction is our top priority. If you purchased a product from our online store and, upon receiving it, found a manufacturing defect or the item does not match what you ordered, we guarantee your right to an exchange or return, according to the terms below:

Return & Exchange Timeframes

  1. Dissatisfied with the product: Within 7 calendar days from the date of delivery.

  2. Defective product: Within 30 calendar days from the date of delivery.

The first step to request a return or exchange is to contact our Customer Support via email: suporte@gamervil.com

Conditions for Returns or Exchanges

To be eligible for a return or exchange:

  • The product must not show any signs of use.

  • It must be shipped directly to our P.O. Box.

  • Once received and verified to meet our return conditions, we will process your refund or exchange within 5 business days.

Our team will guide you through the entire return process.

Return Due to Dissatisfaction

As soon as we receive the returned package, we will inspect it to ensure it complies with our return conditions. Once confirmed, our Customer Support Team will contact you. At that point, you may choose to:

  1. Exchange the product for any other item available in our store;

  2. Receive a full refund for the product value (note: shipping costs will not be refunded if the correct item was delivered in perfect condition).

Product Warranty

All products come with a 30-day warranty, starting from the delivery date.

To activate the warranty, the customer must:

  • Send a video (up to 1 minute) clearly showing the defect.

  • The video must also show the original packaging, including the shipping label (this is mandatory).

Alternatively, the customer may send clear photos of the defect. The original packaging must also appear in the photo.

Note: Gamervil does not provide technical support and has no authorized service providers. For any questions, please contact our team — we’re here to help.

What the Warranty Does Not Cover

Our warranty does not cover aesthetic damage that occurs after purchase, such as:

  • Cracked or broken screens

  • Scratches

  • Similar physical damage

It also does not cover:

  • Fluid damage, such as submersion or water spills (even water-resistant products have limits depending on the model);

  • Damage from repair attempts or product modifications by the customer or third parties;

  • Improper use of accessories;

  • Wear and tear, such as screen scratches or oxidation from skin acids;

  • Normal battery degradation over time;

  • Stress tests, like water resistance or drop testing.

Frequently Asked Questions (FAQ)

➤ I requested an exchange. When will I receive my new product?

Once the returned product arrives at our Distribution Center and passes inspection, the replacement will be shipped within 5 business days.

➤ What if the returned product shows signs of use?

For returns due to dissatisfaction, sizing, or item discrepancy: if any signs of use are found during inspection, the item will be returned to the sender without prior notice.

For returns due to defects: if misuse is detected, the product will also be returned to the sender without prior notice.

I requested a refund. When will I be reimbursed?

  • If you paid by bank slip (boleto), the refund may be:

    • A store credit for future purchases; or

    • A refund via PagSeguro or Mercado Pago virtual account (free accounts can be created to receive the refund).

  • If you paid by credit card, the refund may be:

    • A store credit, or

    • A chargeback to your credit card.

Please note: Credit card refunds may take 30 to 60 days to appear on your statement, depending on the card issuer.

If you have further questions, feel free to contact us via our Customer Support Channels.

Sincerely,
Gamervil Team