Shipping policy
RETURNS AND EXCHANGES
We offer a MONEY-BACK GUARANTEE FOR UP TO 15 CALENDAR DAYS after receiving your order, refunding the amount paid within 14 days of receiving and validating the returned item under the following conditions:
- Products that have already been used cannot be returned.
- Items must be new, unused, and returned in their original packaging and seals.
- Free returns with shipping costs covered by the customer, for unopened products.
STEP-BY-STEP RETURN (only for mainland Spain and Balearic Islands)
1. Send an email to postventa@topgamesports.com requesting your return label.
2. Prepare the package. Products must be new, unused, in their original packaging and seals. Include any gifts if provided. Don't forget to include the invoice or packing slip.
3. Attach the label to the outside of the package and take it to your chosen shipping agency. Do not attach the label directly on the products or their boxes. If you cannot print it, check with your carrier, as most allow QR code returns.
4. Once the product is received, we will verify its condition and issue a refund as soon as possible. If it does not meet return policy conditions, our After Sales team will contact you.
OTHER CONSIDERATIONS
* Voluntary returns are not free and shipping costs are paid by the customer.
** If you chose PREMIUM or PREMIUM PLUS shipping, the express shipping fee is non-refundable upon return.
*** If your order was under €50, the shipping fee will not be refunded—only the product amount will be refunded.
**** For destinations outside mainland Spain, the customer covers return costs. Ship to: TOP GAME SPORTS, C/ d'Aragó, 534, 08013, Barcelona.
HOW AND WHEN WILL I RECEIVE MY REFUND?
Once the return is received and conditions are met, we will refund your payment using the original payment method:
- Credit Card: refund to your card.
- PayPal: refund to PayPal account. You may transfer it to your bank through PayPal.
- Bank Transfer: refund to your bank account.
- Cash on Delivery: refund via bank transfer. Email your bank details to postventa@topgamesports.com.
Refunds are processed within 30 days of receiving the returned item.
PRODUCT EXCHANGES
To request a product exchange, email postventa@topgamesports.com. Our After Sales team will guide you through the process.
SHIPPING AND DELIVERY
- MAINLAND SPAIN & BALEARIC ISLANDS
- STANDARD SHIPPING
Delivery: 48–72 working hours after dispatch. Free for orders over €50. From August 1–31, free shipping on orders over €35.
Orders under €50: cost calculated at checkout. Delivery to mainland Spain and Balearics (48–72 hrs).
- PREMIUM SHIPPING
Guaranteed next-day delivery for orders placed before 2 PM. Mon–Fri delivery only. No deliveries on weekends or holidays.
Cost: €15 for orders over €50 (card/transfer payment). €4.95 + €15 for orders under €50. COD: €2.50 + €20 or 5% + €20 depending on total.
- PREMIUM PLUS SHIPPING
Guaranteed delivery before 2 PM next day for orders placed before 2 PM. Mon–Fri only. No weekend or holiday deliveries.
Peninsula only. Cost: €20 for orders over €50. €15 + €3.95 for orders under €49.
- CEUTA & MELILLA
Shipping: €20 + DUA fee (€22 > €150, €16 < €150). Import DUA not included. 72–96 hrs. No COD or PayPal accepted.
- CANARY ISLANDS
Shipping: €20 + €13.50 DUA for orders over €150. Estimated delivery 3–7 days. No COD or PayPal. Customs delays possible.
- PORTUGAL (excluding islands)
Free shipping over €70 (bank transfer or credit card). Delivery in 48–72 hrs.
- ANDORRA & GIBRALTAR
Shipping always includes €24 DUA. Total cost based on weight/volume, confirmed by Customer Service before dispatch.
- INTERNATIONAL ORDERS
Delivery takes 2–15 business days. Shipping fees vary by weight, volume, and destination. Rejected orders: customer pays for shipping, return, customs, and related fees.
Ball box orders incur extra fees regardless of destination.
All prices on www.topgamesports.com include 21% VAT.
*If the customer refuses delivery, all transport costs will be deducted from the refund.
STEPS TO FOLLOW IF YOU RECEIVE DAMAGED GOODS
1. Note any packaging damage on the delivery receipt.
2. Contact the delivery carrier within 24 hours, providing order details.
3. Claims after 24 hours will be denied under Article 366 of the Commercial Code.
