Returns & Exchanges

1. Scope

These conditions apply to consumer purchases in the Fan Store. Orders from clubs and organisations (B2B) are governed by the approved proposal and the Terms & Conditions.

2. Right of withdrawal (14 days)

For Fan Store purchases you have a 14-day right of withdrawal from the date you receive the item, with no need to give a reason (Portuguese Decree-Law 24/2014). To exercise it, tell us your decision by email to geral@play-equipamentos.pt within the deadline — you may use the model form in section 6, though it is not mandatory.

3. Exception: personalised products

Made-to-measure products or items personalised with your club’s colours, crest, name or number are excluded from the right of withdrawal, as they are produced to your specifications — except in case of a manufacturing defect. This covers custom kit and teamwear.

4. Exchanges and faulty products

If an item arrives faulty or non-conforming, you have the legal guarantee of conformity (3 years, Portuguese Decree-Law 84/2021). Contact us and we will sort it out — repair, replacement, price reduction or refund, as provided by law.

5. Costs and refund

Unless the fault is ours or stated otherwise, return shipping costs are borne by the customer.

The refund is made via the same payment method within 14 days of your withdrawal notice, and may be withheld until we receive the item back or proof of shipment.

6. Model withdrawal form

Model you can send by email to geral@play-equipamentos.pt: “I hereby give notice that I withdraw from my contract of sale of the following item(s): [description]. Ordered on [date], received on [date]. Consumer name, address and date.”

7. Complaints Book and ADR

You may use the electronic Complaints Book at livroreclamacoes.pt and, in consumer disputes, CNIACC (cniacc.pt) or another ADR body — full list at consumidor.gov.pt.