Exchanges and Returns

EXCHANGES (in-store purchases)

For purchases made directly in our space in Benfica, you have a period of 14 days, after taking physical possession of the item(s), during which you can exchange the item(s)provided they meet the acceptance conditions (described below). The exchange can be done as follows:

  • The credit note, equal in value to the item(s) returned, may be used in the future by you for new purchases on Gameplay. The credit note is valid for 1 month and will have to be used in its entirety on a single occasion;
  • The direct exchange may be made at the time of exchange, for items that total value equal to or greater than the exchange. In the latter case, the difference will have to be paid by you.


RETURNS (online shopping)

For distance purchases (online), Portuguese law establishes a 14-day period for consumers (commonly known as a cooling off period) after receiving the product(s), during which you can return the item(s). In cases of free Contract Resolution, the return shipping costs are borne by the consumer, as stipulated in paragraph 2 of article 13 of Decree-Law no. 24/2014, of 14 February.

To make your return, send us a message through your customer account at

Returns that meet all of the following requirements will be accepted:

  • The article(s) must keep the original packaging factory sealed and intact;
  • The item(s) to be returned must be correctly packaged (s) for their return;
  • The item(s) to be returned must not contain damage.

Shipping charges for return are entirely at the customer's expense.

Once the goods have been received in our warehouse and after verifying the fulfillment of the acceptance conditions (described below), the value of the item(s) will be returned in the same payment method used by the customer. In case of non-compliance with any of these points, we will not be able to accept the return.



Although returns/exchanges are accepted in the periods described above, the returned item(s) will only be accepted if the following conditions are meticulously:

  • The returned item(s) must be in the same condition as it was delivered;
  • In the case of new article(s), it must be factory sealed, with the packaging intact and without any mark/damage.