Terms & Conditions

1. GENERAL CONDITIONS

We are GAMER UNLOCKED, UNIPESSOAL LDA (“Company”, “we”, “our”), a company registered in Portugal with its headquarters at Rua Lourenço Pires Chaves, Lote 26, No. 25, Chaves, Vila Real, 5400-358. Our Tax Identification Number (NIF) is 517826410.

We operate the website http://www.gamerunlocked.pt (the “Website”), as well as other related products and services referenced in these Legal Terms (collectively, the “Services”).

Gamer Unlocked specializes in selling gaming computer equipment, offering high-quality products for gamers.

Contact Information:

Email: info@gamerunlocked.pt
Phone: +351 928 145 911
Mail: Rua Lourenço Pires Chaves, Lote 26, No. 25, 5400-358 Chaves, Portugal

1.1 Acceptance of the Terms

By accessing and using our Services, the user confirms that they have read, understood, and agree to comply with these Legal Terms.
If you do not agree with these terms and conditions, you must not use the Website or the Services.

If the user is a minor in their jurisdiction (generally under 18 years), they must obtain authorization and be under the direct supervision of a parent or legal guardian when using the Services. Parents or guardians are responsible for ensuring that minors use the Services appropriately.

1.2 Changes to the Legal Terms

We may update, modify, or replace any part of these Legal Terms at any time by posting the changes on our Website.
It is the user’s responsibility to periodically review the Legal Terms for any updates. Continued use of the Website after changes is considered acceptance of the new conditions.

2. ORDERS

For your convenience, Gamer Unlocked offers different ways to place an order:

Through our website: www.gamerunlocked.pt
By email: info@gamerunlocked.pt

Gamer Unlocked reserves the right to limit the purchase quantity of certain products per customer, especially during promotional periods, to ensure a fair and balanced supply to all consumers.

3. PRICING

The prices for products sold by Gamer Unlocked are those displayed on our website, www.gamerunlocked.pt. All prices are expressed in euros (€) and include VAT at the legal rate in force in Portugal.

For deliveries within the European Union, prices include VAT at the Portuguese legal rate.

For deliveries outside the European Union, prices are shown without VAT. VAT may be charged at the destination country’s customs in accordance with local tax rules.

Gamer Unlocked reserves the right to update prices at any time without prior notice.
In the event of a typographical or technical error on the Website, Gamer Unlocked reserves the right to correct the price or, if necessary, cancel the order and refund the amount paid by the customer.

Prices presented on social networks (Instagram, TikTok, and other platforms), promotional flyers, or other advertising materials are for informational purposes only; the valid prices are those shown on the Website.

The quotations and estimates provided by Gamer Unlocked are valid for a maximum period of 7 days, unless stated otherwise. After that period, the values may be subject to change without notice.

4. PAYMENT CONDITIONS

Except under special conditions (which must be agreed upon in writing), the payment conditions at Gamer Unlocked are as follows:

For Portugal:

Multibanco Reference
MBWay

For Europe:

VISA/Mastercard
PayPal
Klarna
Apple Pay
Google Pay
iDEAL
Przelewy24

After payment is completed, Gamer Unlocked will perform a standard verification before processing and dispatching the order. The customer will receive an email confirmation indicating that the payment was successfully processed, along with the corresponding invoice.

For more information about the available payment methods, please refer to the Payment Methods page.

Gift cards and Unlocked Credit can also be used to pay for products, under the conditions in sections 10 and 11.

5. SHIPPING AND DELIVERY

5.1. Delivery Destinations

Gamer Unlocked ships its products exclusively to European countries, including:

Portugal: Mainland Portugal, Madeira, and the Azores
Other European Countries: Austria, Belgium, Bulgaria, Croatia, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, and the United Kingdom.

5.2. Shipping and Processing Times

Cut-off Time: Orders placed by 12:00 PM are processed and dispatched on the same day. Orders placed after this time will be processed on the next business day.
Delivery Times:
- Mainland Portugal and Spain: Orders are delivered within 2 to 3 business days (except for orders destined for islands, which may take up to 8 days).
- Rest of Europe: Delivery time varies between 3 and 12 business days depending on the country.
High-Demand Periods: During peak periods (e.g., holidays, Black Friday, Christmas), shipping may be delayed by up to an additional 48 hours.

5.3. Carriers and Shipping Methods

Products are shipped via CTT Expresso or DPD, selected according to the weight, size, and chosen shipping method. If delivery cannot be completed, the order will be held at the nearest collection point for 5 business days, after which it will be returned to Gamer Unlocked.

For all online orders, shipping costs are borne by the customer unless there is a promotional campaign offering shipping discounts.

5.4. Notifications and Tracking

After shipment, the customer will receive an email containing a tracking code and a link to track the delivery progress.

5.5. Delivery Attempts and Procedures

If the customer is unavailable at the time of delivery, one additional delivery attempt will be made the following day. If that attempt fails, the order will be redirected to the nearest collection point, where it will remain available for 5 days.

5.6. Inspection at Delivery and Procedures in Case of Damage

Upon receiving the delivery, the customer must inspect the products in the presence of the delivery person. If any visible damage is detected, the customer should refuse the delivery and contact support immediately by emailing support@gamerunlocked.pt with the order ID.

5.7. Stock Availability and Out-of-Stock Products

If an item is out of stock, the customer may contact Gamer Unlocked to check the possibility of ordering the product. In such cases, the delivery time will be extended by the time needed for the supplier to dispatch the product.

5.8. Exceptions and Extraordinary Situations

During periods of high demand or due to exceptional logistical/operational reasons, delivery times may be affected. In such situations, the customer will be informed of any changes in advance.

For more details about shipping methods, please refer to the Shipping Methods page.

6. COMPLAINTS

6.1. Complaint for Non-Conformity

If the product(s) received do not conform to the description on the invoice, the Customer must:

Inform Gamer Unlocked immediately or, at the latest, within 14 days from receipt of the product;
Submit a complaint by sending an email to support@gamerunlocked.pt, including the order number and attaching the corresponding invoice;
Provide a detailed description of the defect identified in the product and, if possible, attach images or a video that demonstrate the problem.

6.2. Conditions for Acceptance of the Complaint

A complaint will be considered valid if:

The product(s) is/are in its/their original condition, in perfect condition, and complete (including packaging, manuals, cables, accessories, etc.);
The alleged defect results from illegibility or ambiguity that prevents the correct use of the product(s), or from a malfunction that affects its functionality. If it is necessary to verify the defect, the product must be sent with its original packaging and the identification details as requested by the Technical Department.

6.3. Complaint Processing Time

Complaints submitted within 14 days after product delivery will be reviewed by Gamer Unlocked’s Technical Department, which will decide, at its discretion, whether the complaint is valid. Complaints that do not meet these conditions will not be accepted.

7. RETURNS

7.1. Return Requirements and Procedure

For a product to be returned to Gamer Unlocked, it must:

Be in perfect condition, without signs of excessive use (beyond what is needed to inspect the product), damage, or alterations, with seals, security stickers, serial numbers, references, and labels intact;
Be returned in its original packaging, accompanied by all manuals, accessories, and any documents originally included;
Be carefully packaged to avoid damage during transportation.

To initiate a return, the Customer must contact Customer Support by registered mail or via email at support@gamerunlocked.pt, indicating the intention to return the product. Gamer Unlocked will issue a formal return authorization within 5 business days. Only after receiving this authorization should the Customer send the product to the following address:
Rua Lourenço Pires Chaves, Lote 26, No. 25, 5400-358 Chaves, Portugal.

7.2. Shipping Time and Conditions for Returns

The right of withdrawal can be exercised within 14 days from receipt of the product (see 7.6). Once the return authorization is issued, the Customer must ship the product within a maximum of 14 days. If the deadline is not met, the authorization may be canceled.
During the return process, Gamer Unlocked will provide a return label, which must be presented at the CTT post office along with the product’s securely packaged original box.
The direct cost of the return (shipping the product back to Gamer Unlocked) is the responsibility of the Customer.

7.3. Inspection, Refund, and Possible Partial Retention

Upon receipt, Gamer Unlocked will inspect the product. If the product is in conformity with our return conditions, we will issue a credit note and refund the Customer within 14 days from the notification of the withdrawal. Gamer Unlocked may withhold the refund until it receives the product or proof that it was shipped.
Refund Method: Refunds are made using the same payment method as the purchase. If that is not possible, and with the Customer’s agreement, the refund is made by bank transfer to the IBAN the Customer provides, at no cost to the Customer.
Refund Amount: The full value of the product and the original shipping cost (up to the cheapest shipping option available for the order) will be refunded. No payment-processing costs are deducted. The direct cost of returning the goods (return shipping) is borne by the Customer.
Depreciation: If signs of excessive use, damage, or missing components are identified, Gamer Unlocked may deduct the loss in value from the refund, up to the full value of the product if it can no longer be resold.

7.4. Dispute Procedure

If the Customer disagrees with the evaluation outcome, a formal dispute can be submitted to Customer Support within 5 business days of receiving the inspection results. Gamer Unlocked will review the dispute and communicate the final decision within 5 business days.

7.5. Items Not Eligible for Return

Returns will not be accepted for:

Products whose packaging has been opened and that, by their nature, cannot be resold as new in the original packaging;
Products that, due to their nature, compromise the hygiene and safety of the consumer. This restriction includes earphones (IEMs), headphones, and headsets.
Chairs, televisions, monitors, laptops, smartphones, tablets, batteries, cells, memory cards, external drives, and consumables whose packaging has been tampered with or whose security seals have been broken;
Products and Software whose serial number has been registered or associated with a user account on online platforms/apps that enable tracking and monitoring of the product. Non-compliance with any of these requirements will result in the refusal of return, exchange, refund, or issuance of a credit note.

7.6. Order Cancellation and Right of Withdrawal

The Customer may cancel their online order at any time by contacting support at support@gamerunlocked.pt.
In accordance with European legislation (Directive 2011/83/EU), the Customer has the right to return any product purchased online within 14 days from the date of receipt without providing a reason. This right of withdrawal is subject to the conditions and restrictions set forth in the preceding paragraphs.

8. WARRANTY

All items purchased through our online channels are covered by the legal warranty regime. Please read the following conditions carefully before making your purchase:

8.1. Warranty Activation

Procedure: To activate the warranty, the Customer should contact Gamer Unlocked at support@gamerunlocked.pt with the order number and a description of the problem. The item should be sent in its original packaging, with all accessories and the invoice.
Collection: In Portugal (mainland, Madeira and the Azores) and mainland Spain, Gamer Unlocked arranges the collection of the item at no cost to the Customer. In all other destinations, including the Spanish islands, Ceuta and Melilla, Gamer Unlocked either arranges the collection or puts the Customer in direct contact with the brand to handle the warranty, also at no cost to the Customer.
Address: Items under warranty are sent to:
Rua Lourenço Pires Chaves, Lote 26, No. 25, 5400-358 Chaves, Portugal.
Timeframe: After receipt, the product will be analyzed within 5 business days. If no defect is found, the Customer will be notified, and a shipping fee may be charged for returning the product.

8.2. Documentation

Requirement: The invoice issued at the time of purchase is the only valid proof for warranty claims. Please keep this document carefully.

8.3. Manufacturer’s Warranty

In compliance with current Portuguese legislation (Decree-Law no. 84/2021), all new products purchased are covered by a 3-Year Legal Warranty.

Burden of Proof: During the first two years, any lack of conformity is presumed to have existed at the time of delivery. During the third year, the burden of proof may lie with the Consumer to demonstrate that the defect existed at the time of delivery.
Manufacturer’s Warranty: Some products may have extended warranties offered directly by the manufacturer. In these cases, specific terms apply as per the manufacturer’s policy.
Direct contact with the brand: Alternatively, the Customer can claim the warranty directly with the brand. The Gamer Unlocked invoice serves as proof of purchase.

8.4. DOA (Dead on Arrival) Products

Definition: Products purchased within less than 14 days that exhibit defects or damages upon receipt will be classified as DOA.
Procedure: Once DOA items arrive at our facilities, they will be immediately tested for malfunction. If a defect is confirmed, Gamer Unlocked will replace the item within 5 business days, except in cases of stock unavailability. In such cases, the Customer will be informed about the expected replacement time or the possibility of exchanging the product for a similar item.

8.5. Technical Review and Discontinued Products

Technical Review: All products sent for analysis undergo a rigorous evaluation. After this stage, responsibility for repair or replacement passes to the manufacturers and suppliers.
Discontinued Products: When a product is no longer in production, it will be exchanged for an equivalent or superior item, subject to supplier availability. Alternatively, a credit note valid for 6 months may be issued.

8.6. Conditions That Invalidate the Warranty

Any alteration to the original product, such as removing serial numbers, physical damage, or unauthorized repairs, automatically invalidates the warranty.

Exception for Hot-Swappable Devices: For keyboards or devices with “Hot-Swappable” functionality, changing switches or keycaps does not invalidate the warranty, provided the procedure is performed correctly. However, if damage is caused to the PCB or Hotswap Sockets due to user mishandling (e.g., forcing switches with bent pins), the repair will not be covered under warranty.

8.7. Logistical Costs

If the product sent for repair shows no defects, or if the defect is due to improper use, a fee may be charged to cover the associated logistical costs.

8.8. Limitation of Liability

Gamer Unlocked is not responsible for the partial or total loss of data, programs, or software installed on products sent for repair.

8.9. Timeframe for Reporting a Fault

So that the issue can be resolved as quickly as possible, the Customer should contact Gamer Unlocked within 30 days of detecting the fault or lack of conformity. This timeframe does not limit the rights or deadlines provided by law (Decree-Law No. 84/2021).

9. OUTLET PRODUCTS (USED AND OPEN BOX)

Used and open-box products are available in our Outlet and are offered at differentiated prices based on their condition. They are classified according to a system designed to clearly inform the product’s state:

Grade A: Product in “like-new” condition, fully functional, with all accessories and in its original packaging. (Typically, items used internally for testing purposes.)
Grade B: Product that is fully functional and shows no signs of wear but may be missing some accessories or the original packaging. Although it operates identically to a new product, it may have minor cosmetic differences.
Grade C: Product that is fully operational but exhibits visible signs of use. In this case, accessories and/or the original packaging may be incomplete or absent.

Important:
The grade (A, B, or C) will be clearly indicated at the time of purchase. We recommend that buyers carefully review the description and details provided for each product before finalizing their order.

9.1. Warranty for Outlet Products

Used Outlet products (tested by us or returned) come with an 18-month warranty, by agreement between the parties, under Article 12(3) of Decree-Law No. 84/2021, provided this is stated on the product page. New products with opened or damaged packaging keep the full 3-year legal warranty. The warranty covers technical issues and manufacturing defects. This warranty does not cover damage resulting from misuse or negligence by the user. In the event of a defect, the Customer must follow the procedure outlined in our warranty policy.

Note:
Outlet products undergo a rigorous evaluation and testing process to ensure functionality, although they may display minimal signs of use that do not affect performance. If you have any questions or require further clarification, our support team is available to assist.

10. GIFT CARDS

10.1. Purchase and Delivery

Gift cards are available in amounts of 10, 25, 50 and 100 €, or in a custom amount between 20 and 300 €.
Once payment is confirmed, the card is sent by email, as a PDF and as an image, and is also available in My account. For high-value orders or orders with several cards, Gamer Unlocked confirms the order manually before sending the cards, which may delay delivery.

10.2. Use

The card code is entered at checkout, in the coupon field, and the amount is deducted from the products in the order. Any remaining balance stays on the card for future purchases. If the order costs more than the balance, the difference is paid with any of the available payment methods.
The card can only be used on gamerunlocked.pt and only for products. It does not pay for shipping or other gift cards. The amount paid with the card counts towards the free shipping threshold.
Several cards can be used in the same order, together with a promotional code and with Unlocked Credit.
The balance and expiry date of a card can be checked on the Gift card balance page.

10.3. Validity

The card is valid for 24 months from the purchase date, shown on the card and in the email. Any balance not used by that date is lost.

10.4. Refunds, Returns and Exchange for Cash

The card and any remaining balance cannot be exchanged for cash, except in the two cases below.
Right of withdrawal: the buyer has 14 days from purchase to request a refund of a card that has not been used, by email to support@gamerunlocked.pt, stating the order number.
Delivery outside Portugal: for tax reasons, the use of gift cards may become limited to orders delivered in Portugal. If that happens, anyone without a delivery address in Portugal can request a refund of the unused balance.
If an order paid in full or in part with a gift card is cancelled or returned, the amount paid with the card goes back to the card, with the same expiry date.

10.5. Security

The card works like cash: whoever has the code can use it, so the code should be kept safe. Gamer Unlocked cannot restore the balance of a card used by someone else.
Gamer Unlocked may cancel a card whose purchase is cancelled, reversed or fraudulent.

11. UNLOCKED CREDIT

11.1. What It Is

Unlocked Credit is store credit linked to the Customer’s account at Gamer Unlocked and given by Gamer Unlocked, for example as compensation from Customer Support, as a commission from the partner programme, as a promotion bonus or as the refund of a return. It is not a gift card and has no code.
A return is only refunded as credit if the Customer accepts it in writing, by email. Without that acceptance, the refund is made to the payment method used for the purchase.
It is only available to customers with a store account. Guest purchases neither earn nor use credit.
Available credit, pending credit and all movements can be checked in My account, under Unlocked Credit.

11.2. Use

Credit is used at checkout, while logged in, and only for product purchases on gamerunlocked.pt. It does not pay for shipping or gift cards.
It can be used together with gift cards and promotional codes.
It cannot be transferred to another account or exchanged for cash, except in the case set out in 11.5.
Every use is notified by email to the account holder.
If an order paid with credit is cancelled, the credit used goes back to the account. In a return, the part paid with credit goes back as credit, in proportion to the amount returned.

11.3. Credit Earned with a Purchase

Credit earned with a purchase, such as partner commissions and promotion bonuses, stays pending and only becomes available 21 days after the order is completed.
If that order is returned, in full or in part, the corresponding credit is cancelled in the same proportion.
The part of an order paid with Unlocked Credit does not earn credit.

11.4. Validity

Credit received as the refund of a return does not expire. All other credit expires 12 months after the last movement on the account. Every purchase in the store and every credit movement restarts this period. Gamer Unlocked sends an email reminder 30 days and 7 days before the credit expires.

11.5. Security and Account Closure

When the account email is changed, the credit is put on hold for 48 hours and a notice is sent to the previous email address.
If fraud or use contrary to these conditions is suspected, Gamer Unlocked may temporarily suspend the credit on an account and cancel any credit obtained that way.
If the account is deleted, the credit is lost. Before deleting the account, the Customer can ask for credit received as the refund of returns to be paid back in money, by email to support@gamerunlocked.pt.

The conditions for partner commissions are set out in each creator’s partnership agreement.

12. OTHER CONDITIONS

If you require additional information or further clarification, please contact us at:
info@gamerunlocked.pt