Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at conflux.games.events@gmail.com. Please note that returns will need to be sent to the following address: Av. Carolina Michaelis 4, 2795-047 Linda a Velha.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at conflux.games.events@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

General Terms and Conditions for Pre-Sale of Products

1. Introduction

These general terms and conditions govern the purchase of products offered for pre-sale through our website. By purchasing a product on pre-sale, the customer agrees to all the terms outlined in this document, including the cancellation and refund policies in the form of store credit.

2. Definition of Pre-Sale

Pre-sale refers to the advance sale of products that are not yet available for immediate delivery. The customer can reserve the product before the official launch and will receive the item only after the specified release date.

3. Pre-Sale Products

  • Products available for pre-sale will be clearly marked as "Pre-Sale."
  • The product description will include the estimated release date, which may be subject to change.
  • If there are any changes to the release date, the customer will be notified in advance through the provided communication channels.

4. Purchase Process

  • To purchase a product on pre-sale, the customer must place an order and make payment at the time of purchase.
  • The product will only be reserved after payment confirmation.
  • All pre-sale products are subject to availability at the time of release.

5. Delivery and Timing

  • Delivery of pre-sale products will occur after the release date specified at the time of purchase.
  • The release date may be adjusted due to external factors such as production or logistical delays.
  • The customer will be informed if there is a significant change to the delivery timeframe.
  • The delivery time will be calculated from the release date and will follow the company's shipping and delivery policies.

6. Cancellation and Withdrawal

  • The customer may request cancellation of the pre-sale purchase at any time until the product is released.
  • In case of withdrawal after payment, the amount paid will be refunded in the form of a store credit voucher valid for 1 (one) year from the date of issuance.
  • The store credit voucher can be used to purchase any product available on the website within the validity period. After expiration, the credit cannot be used and will not be refunded.
  • The store credit voucher is non-transferable and cannot be converted into cash or any other form of payment.

7. Changes to Pre-Sale

  • The company reserves the right to change the product release and delivery date due to reasons such as production delays or supplier issues.
  • If the company is unable to deliver the product, the customer will have the option to:
    • Receive the amount paid as a store credit voucher valid for 1 (one) year; or
    • Opt for another product of equivalent value available on the website.

8. Return and Exchange Policy

  • After receiving the product, the customer will have 7 (seven) calendar days to exercise the right to withdraw from the purchase, as provided by the Consumer Protection Code.
  • If the customer chooses to return the product within this period, the corresponding amount will be refunded in the form of a store credit voucher, valid for 1 (one) year.
  • To request a return, the customer must contact customer service, following the stipulated deadlines and conditions.

9. Pricing and Payment

  • The prices of pre-sale products are subject to change without prior notice, except for confirmed and paid orders.
  • Shipping costs will be calculated based on the address provided by the customer and will be added to the total purchase amount.
  • We accept the payment methods available on the website. Payment confirmation is required to ensure the reservation of the pre-sale product.

10. Warranty and Support

  • All products purchased in pre-sale are covered by the same warranty and support services offered for regularly stocked products.
  • If the product is defective or does not match the description, the customer can request assistance under the legal warranty terms, as per our Warranty Policy.

11. Store Credit Voucher

  • The store credit voucher issued in case of cancellation or withdrawal will be valid for 1 (one) year from the date of issuance.
  • The customer may use the voucher to purchase any other product available on the website.
  • The store credit balance cannot be converted into cash, transferred to another person, or used after the expiration date.

12. Customer Service

  • For any questions, cancellation requests, exchanges, or returns, the customer may contact our customer service through the channels available on the website.

13. Final Provisions

  • The pre-sale is subject to product availability at the time of release. If the product is not available after the release date, the customer will be informed and may choose to receive the amount paid as a store credit voucher or an alternative product of similar value.
  • These terms and conditions may be changed at any time, and it is the customer's responsibility to review the terms at the time of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at conflux.games.events@gmail.com.