01The 14-day period
If you buy as a consumer you may withdraw from the contract within 14 days, without giving any reason and without penalty (Portuguese Decree-Law 24/2014).
The period runs from the day you, or someone you nominate, physically receives the goods. If your order arrives in several shipments, it runs from receipt of the last one.
To meet the deadline it is enough that you send your communication before it expires. You do not have to wait for the goods to reach us.
02How to withdraw
Write to support@misstepgames.com with:
- your order number,
- which items you are returning,
- your IBAN, if you would prefer a bank transfer to a refund via the original payment method.
You may use the form in section 7, but you do not have to — any unambiguous statement works. We confirm receipt of your request by email.
03Sending the goods back
After telling us, send the goods within 14 days to:
Misstep Lda Rua 25 de Abril 15 2 Dto, 2510-705 Gaeiras, Portugal
You bear the cost of returning the goods. We state that expressly here because if we did not, the law would require us to bear it.
We recommend a tracked service. Until the goods reach us the risk of loss is yours — and without proof of postage we cannot process a refund.
04Sealed product — read before you open it
You may examine goods as you would in a shop. Open the shipping box, check what arrived, confirm it is the right item.
But once you open sealed product, its commercial value is gone. An opened booster box cannot be resold as sealed. The law addresses exactly this: if you handle goods beyond what is necessary to establish their nature, characteristics and functioning, you are liable for the resulting diminished value (article 14 of Decree-Law 24/2014).
In practice:
| Condition you return it in | Refund |
|---|---|
| Sealed, factory seal intact | 100% of the item price |
| Shipping box opened, factory seal intact | 100% of the item price |
| Factory seal broken or box opened | Reduced by the full loss of value — in practice, no refund; see below |
| Individual boosters opened | Reduced by the full value of that item |
Why a broken seal means total loss of value
A box whose factory seal has been broken cannot be resold as sealed — and more importantly, we have no way to verify its contents. Substituting the boosters in a box for others (opened, weighed, or counterfeit) and resealing it is a known practice in the collectibles market. Once returned, a tampered box is indistinguishable from an intact one.
For that reason, the diminished value of a box with a broken seal is the full price: the item has lost all of its commercial value to us.
This does not remove your right of withdrawal — that right stands and cannot be excluded by contract. What applies is the diminished-value rule in article 14: you may withdraw, but you are liable for the value the goods have lost, and here that value is the whole of it.
If you have any doubt about what you received, contact us before opening and we will sort it out.
None of this applies when the problem is with the item — a box damaged in transit, a seal already broken on arrival, the wrong product, or a defect. Those fall under section 6, you are entitled to a full remedy, and we pay the costs.
05Refunds
We refund all payments received, including standard delivery costs, within 14 days of being informed of your decision.
Three points:
- We may withhold the refund until we receive the goods back, or until you send us proof of postage — whichever happens first.
- If you chose a more expensive delivery option than our standard one, we refund the standard cost, not the premium.
- We refund using the same payment method you used, unless we agree otherwise. You are charged nothing for this.
06Faulty items — a different process
If an item arrived damaged, incomplete, or is not what you ordered, do not use this process. That is a lack of conformity, covered by the 3-year legal guarantee (Decree-Law 84/2021), described in the Terms & Conditions.
In that case: write to support@misstepgames.com with your order number and photographs. We pay the return cost, and you are entitled to repair, replacement, a price reduction, or to terminate the contract — and if the problem shows within 30 days of delivery, to immediate replacement or termination at your choice.
07Model withdrawal form
You may use this template. It is not compulsory.
To: Misstep Lda, Rua 25 de Abril 15 2 Dto, 2510-705 Gaeiras, Portugal, support@misstepgames.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
________________________________________________
Ordered on / received on: ____________________
Order number: ____________________
Consumer name: ____________________
Consumer address: ____________________
Signature (only if on paper): ____________________
Date: ____________________
08Complaints
If you disagree with our decision on a return, you can complain through the Electronic Complaints Book or refer the matter to CNIACC (https://www.cniacc.pt), as described in the Terms & Conditions.