Exchanges and Returns

How to return?

1. Right of free resolution
The right of free resolution - a right also harmonized in Directive 2011/83/EU on consumer rights - is equally regulated in distance and off-site contracts, with a period of 14 calendar days for its exercise (Decree-Law no. 24/2014, of 14 February).
Due to their character, no returns of ticketing products or products related to membership are accepted.

2. Return Policy
In accordance with Decree-Law No. 24/2014 of 14 February, you can exchange or return any product ordered in the Online Store of Sport Lisboa e Benfica, having 30 days to make the request from the moment you receive the order, provided that the products present the original conditions, except for personalized items that cannot be return.

3. Return Orders Refund Policy
In the case of an order for items from the Online Store that has not been received by the customer at the indicated address, regardless of the reason, an e-mail will be sent to the customer immediately after receiving the order at our facilities.
This communication enables the customer to indicate a new way of receiving the order, or the cancellation of the order (except for personalized items, which are not returnable). If the customer does not respond to the communication within 15 days, the returnable items will be canceled, and the respective amounts will be returned to the customer.
If the order has been paid by Credit Card or Paypal the amount of the items will be refunded directly in the same way. If the order has been paid by ATM, the IBAN will be requested to be made a bank transfer. Under no circumstances will the shipping costs of the order be refunded.

4. Can I exchange my product(s)?
Products purchased in the online store of Sport Lisboa e Benfica:
You bought a product at slbenfica.pt/loja and you want to exchange it for a different size? Look at the process you must follow.

To return and/or exchange a product bought at slbenfica.pt/loja, you need to:
  • 1. Decide what size you need and confirm availability in the online store.
  • 2. If your order is eligible for exchange, you will receive an exchange tag for free shipping. You will then have 30 days to send us the product at no additional charge. If the product is not returned within 30 days, the exchange will be canceled.
  • 3.If you are unable to arrange a pickup with DHL, please contact the Sport Lisboa e Benfica customer helpline to request the exchange.
    • a. Schedule national pickup:
      • i.You can call 707 505 606 and schedule a pickup with DHL services.
        (Call cost: 0.10€/min - price without VAT - fixed network | 0.25€/min - price without VAT - mobile network) Available between 8:30 am and 6:30 pm.
      • ii. In case you need to make a shipment or return, and you can't wait for the courier or collection, don't waste any more time, go to the nearest pickup point. Learn more here.
    • b. Schedule international pickup:
      • i. To make an international pick-up request, you should contact DHL services in the country where you live to arrange for your goods to be picked up. Learn more here.
  • 4. After we receive the return, we will send the replacement product(s) through our standard shipping service - you will be informed via e-mail about the shipment.
Note: Personalized products cannot be exchanged, and all exchanges are subject to stock availability. If the price of the product has changed, the original price will be respected, and you will not be charged/returned the difference. If the product has not yet arrived, wait until you receive it before starting the exchange process. We will send the exchanged product(s) to the initial delivery address. Note: regardless of the delivery method selected in the initial order, the shipment will be made through our standard service.

5. How do I return my product(s)?
Products purchased in the Sport Lisboa e Benfica online store can only be returned free of charge to the carrier that initially delivered them, in this case, DHL. To return your order, follow the return instructions below.

Products purchased in the online store of Sport Lisboa e Benfica:
You can return your order online within 30 days of receiving it, without having to justify the reason. If you have received items from the same order in several parcels, the 30-day return period begins on the day you have received the last parcel.
Follow the return instructions:

  • Returns:
    Returns must be in accordance with our Returns and Exchanges Policy.
    • 1. Make sure your items have all the labels, warranties and accessories.
    • 2. Write the reason for the return* and accompany it with the proof of purchase.
    • 3. Prepare your return. Stick the return postcard label on the return flyer.

6. Return Costs
The return costs will be borne by Sport Lisboa e Benfica, as long as the returns respect the goods return rules, mentioned above.

7. Returns Process
  • 1. The order must be properly wrapped and accompanied by proof of purchase, the reason for return* and must have all the labels, warranties, box (e.g. watch) and accessories.
  • 2. As soon as the return is received, an e-mail will be sent to the user informing him about the processing of the return.
  • 3. Any packaging received without identification of the sender or payment on delivery will not be accepted.
To exchange or return purchases made in Sport Lisboa e Benfica physical stores, please go to the respective store.

* Completion of this field is not mandatory, taking into account Decree-Law n24/2014 of 14 February, which provides that consumers have the right to exercise their right of free resolution without the need to indicate the reason why they exercised it, within 14 days of receiving the request.

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