Return Policy

Return & Exchange Policy

Our top priority is your complete satisfaction. If you selected a product from our online store and, upon receiving it, noticed a manufacturing defect or any discrepancy, we guarantee your right to an exchange or return according to the terms below:

Return & Exchange Timeframes:

1. Dissatisfaction with the product: Within 7 (seven) calendar days from the date of receipt.

2. Product has a defect: Within 30 (thirty) calendar days from the date of receipt.

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

To proceed with the return/exchange, the product must not show any signs of use, and must be shipped directly to our P.O. Box. Once the item is received and meets the return conditions, we will proceed with the refund or replacement within 5 (five) business days.

Our team will guide you through the entire return process.

For Returns Due to Dissatisfaction:

Once we receive the returned package, we will inspect it to confirm that it meets the return conditions. Once approved, our Customer Support team will contact you, and you may choose between:

1. Exchange for any other product available in our stock, or

2. Receive a refund for the product amount paid (please note: shipping costs will not be refunded if the product was delivered correctly and in perfect condition).

Product Warranty

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

To activate the warranty, the customer must send a video (up to 1 minute) clearly showing the issue. The video must also display the product packaging (the courier/package box with the shipping label). This is mandatory.

Alternatively, the customer may send photos clearly showing the defect, but the packaging must also appear in the images.

Note: Gamervil does not provide technical assistance and has no authorized repair agents. For questions, please contact our support team — we are here to help.

Warranty Exclusions

Our warranty does not cover aesthetic damages occurring after delivery, such as:

• Cracked or broken screens

• Scratches

• Physical damage caused by the user

Also not covered:

• Liquid damage (e.g., immersion or accidental splashes); even if the product is water-resistant, limits vary by model

• Damage caused by attempts to repair or modify the device by the customer or third parties

• Misuse of accessories

• Normal wear and tear, such as screen scratches or oxidation due to skin acids

• Battery lifespan reduction over time

• Intentional stress testing, such as testing water resistance or drop resistance

Frequently Asked Questions (FAQ)

Q: I requested an exchange. When will I receive my new product?
Once the returned product is confirmed in our Distribution Center and approved, the new item will be shipped within 5 (five) business days.

Q: What happens if my return shows signs of use?
In cases of return or exchange due to dissatisfaction, sizing issues, or product mismatch, we will perform a quality inspection. If signs of usage are found, the product will be returned to the sender without prior notice.

Q: What if the return is due to a defect?
We will inspect the product. If any misuse is detected, the item will be sent back to the sender without notice.

Q: When will I receive my refund?

• If the payment was made via bank slip, the refund may be issued as store credit for a future purchase. If not desired, we can issue the refund via PagSeguro or Mercado Pago virtual wallet (you can create a free account to receive the funds).

• If the payment was made via credit card, you may choose to receive store credit or a chargeback to your card.