Warranty, Returns and Defective Products

All products offered through the website are entirely original and subject to the criteria and conditions set out in Royal Legislative Decree 1/2007, of 16 November, approving the recast text of the General Law for the Defence of Consumers and Customers and other complementary laws.

The customer has a period of 14 calendar days to withdraw from the product purchased without penalty and without stating the reasons to The Shop Gamer, who, after receiving it, will check its condition and, if satisfactory, will refund the amount within 30 days of the date on which we received the product, using the same payment method used to make the purchase. Except for the exceptions set out in Right of withdrawal.

Although unlikely, should the user receive a faulty product, The Shop Gamer will be on hand to resolve the issue as quickly as possible; the customer should therefore contact sac@theshopgamer.com, providing the order/invoice number and details of the damage or fault. Within a maximum of 24 hours of reading the request, we will contact you to let you know whether you need to send photos or other details in order to identify the fault, problem or non-conformity and to determine whether repair or replacement is appropriate, in which case return costs will be borne by the seller, or whether a price reduction or termination of the sales agreement is appropriate.

The Shop Gamer offers a wide catalogue of products that customers can purchase with all the legal guarantees, regulated under the Title on "Guarantees and after-sales services" of Royal Legislative Decree 1/2007, of 16 November, approving the recast text of the General Law for the Defence of Consumers and Users and other complementary laws.

As a general rule, the guarantee period is three (3) years from delivery of the order, two (2) years in the case of digital content or services, and one (1) year for second-hand products, and customers must keep the product's purchase invoice in order for this guarantee to be enforceable.

However, the guarantee is excluded in the cases determined by the applicable regulations, for example, but not limited to, digital products, and whenever the items have been modified or repaired by the customer or by a person not authorised by The Shop Gamer, or the faults are the result of negligent actions, impacts, tampering or incorrect use.

In these cases, The Shop Gamer may agree a repair with the customer, but this will be chargeable under the agreed terms.

If a product is found to be non-conforming due to a fault at the time of delivery or within the following two years, as a general rule, or within the following year in the case of the supply of digital content or a digital service, it shall be presumed, unless proven otherwise, that the fault already existed when the product was delivered, unless this presumption is incompatible with the nature of the product; the customer shall be entitled to request free repair or replacement, within a period considered reasonable and without causing significant inconvenience. To this end, The Shop Gamer may verify the actual existence of the non-conformity fault, and following verification by the brand's technical service, repair, replacement or refund will proceed, unless the technical service indicates that it is not an original fault but is instead the result of misuse, in which case The Shop Gamer reserves the right to require payment for the assessment and, where applicable, the repair.

A price reduction on the product or termination of the sales agreement is also possible should it not be possible to repair or replace the product. Replacement shall be considered disproportionate where it involves a minor defect that is easy or simple to repair, and a repair shall be considered as such when it is uneconomical, i.e. when the repair costs more than the value of the item.

If repair or replacement is not possible because the goods cannot be replaced, or proves disproportionate, the consumer may choose an appropriate price reduction or termination of the contract, i.e. a refund of the price.

In any event, in the case of faulty products, where replacement is required, The Shop Gamer will always replace it with the same reference of the product purchased, and exchange for a different product shall not be possible.

Customers must keep the faulty product available for The Shop Gamer, which may request that it be sent carriage forward, as well as other evidence to verify the alleged faults.

The seller may not be held liable for material or non-material damage resulting from the improper operation or use of the products purchased by the user.

The Shop Gamer informs you and offers support to make the process as smooth and swift as possible, should the customer decide to contact the manufacturer or importer, as all our products come with the guarantee offered by the manufacturer (Sony, Nintendo, Microsoft, etc.) and all guarantee certificates are issued directly with each brand's official service, as detailed in the manuals of the consoles, video games or other products.

Customers may request the return of a product due to withdrawal, return due to a fault, and/or in order to have a product repaired.

This returns process begins with a request sent by email to sac@theshopgamer.com; the Customer Service team will indicate, via the same channel, the instructions for returning the product purchased according to the circumstances involved. Should this involve a refund of a monetary amount, the same payment method used by the customer will be used.