Return policy
RETURNS AND REFUND POLICY
Right of Free Resolution
According to Decree-Law No. 24/2014, of February 14 (distance selling), the customer has 14 days after receiving the order to exercise the right of free withdrawal.
To exercise this right, the customer must communicate their intention via email to loja@masterpacks.pt , indicating the order number and the items they wish to return.
Conditions for Accepting Returns
For a return to be accepted, the items must meet the following conditions:
- To be in the same condition as when they were received.
- They show no signs of use.
- They must be sealed and in their original packaging.
- They show no damage or alteration.
- They must be accompanied by the invoice or proof of purchase.
We reserve the right to refuse returns that do not meet these conditions.
Return Costs
The shipping costs associated with the return are the responsibility of the customer, except in cases where:
- the item is defective, or
- An incorrect product may have been sent.
Return Process
To initiate a return process, you must contact us via email:
After the order is validated, the necessary instructions and shipping address will be provided.
Returns sent without prior contact may not be accepted.
Refunds
After receiving and verifying the status of the returned items, the customer will be notified of the approval or rejection of the refund.
If approved, the refund will be issued using the same payment method used for the purchase , within a maximum of 10 business days .
Depending on the bank, processing the payment may take a few additional days.
Packages Lost in Transit
If an order is considered lost by the carrier, please contact us so that we can open an investigation with the carrier and resolve the situation.
Order Cancellation
Orders can be cancelled free of charge before they are shipped .
Once the order has been shipped, cancellation is no longer possible; you will need to follow the return process after receiving the item.
Damaged or Incorrect Items
We ask that you check your order as soon as you receive it.
If you receive a damaged, defective, or incorrect item, you must contact us immediately via email at loja@masterpacks.pt , indicating the problem and, whenever possible, attaching photographs.
Items that may not be eligible for return.
Due to the nature of some products, certain returns may not be eligible after opening or use, as permitted by applicable law.
This may include, for example:
- Items on sale or clearance
- Gift Cards
- Mystery Packages
- Booster packs sold individually
- Products that have been opened, used, or tampered with after delivery.
Pre-order Products
Products identified as Pre-Sale or Pre-Reservation are ordered from suppliers based on the quantities reserved by customers.
Cancellations and returns are subject to this return policy and applicable law.
In some cases, suppliers may limit or reduce the quantities initially ordered. Should this happen, the store reserves the right to adjust the quantities allocated to each customer or to issue a corresponding refund.
Exchanges
We do not offer direct product exchanges.
If you want a different item, you must initiate a return process (where applicable) and place a new order.
International Orders
Our headquarters are located in Portugal. For returns from outside the European Union, the customer is responsible for any import duties or customs charges associated with the shipment.
Contact
For any questions regarding returns or refunds, you can contact us through:
SHIPPING POLICY
All products are carefully packaged to minimize the risk of damage during transport.
Currently, shipments are made through CTT – Correios de Portugal (Portuguese Post Office ).
Shipping costs vary depending on the weight of the order and the shipping method selected .
The final shipping cost can be viewed in the shopping cart before finalizing the order .
If you encounter any problems with the shipping of your order, we recommend that you review this policy first or contact us.