Refund policy
DFG has a clear refund policy and, as a safeguard for our customers, reserves this right whenever one of the following situations occurs: the customer gives up the purchase before receiving the product; the seller cannot deliver; or the product does not match the information provided in the ad.
When a refund may apply
A refund may be reviewed when the product is not delivered, does not match the listing, has a proven issue within the applicable period, or moderation identifies a relevant rule violation.
How to request review
The buyer must open a complaint in the order within the applicable period, keep communication inside the order, and provide enough evidence for review. Support tickets do not replace the complaint and do not start refund review. DFG may request additional information from both buyer and seller.
Physical product returns
Physical products, such as handmade and personalized items, can be returned within 7 calendar days of delivery, whether for a defect or mismatch with the listing or by change of mind, as provided by the Brazilian Consumer Protection Code. The product must be new, unused, and in its original packaging.
Returns are sent by mail to the address provided by the seller in the order complaint. Return shipping and the return label are the buyer's responsibility; when a defect or mismatch is confirmed, the return shipping cost is refunded together with the product.
DFG does not offer exchanges: the remedy is always a refund, with no return or restocking fee. Once the returned product is confirmed as received, the refund is processed within 3 business days to the original payment method or as DFG balance.
Limits and refund method
Confirmed orders, accepted deliveries, off-platform negotiations, expired deadlines, lack of evidence, or misuse of the product may prevent a refund. Digital products, such as keys and codes, are not refundable after delivery due to the nature of the product. When approved, the amount may return to DFG balance or to the original payment method, depending on operational feasibility.
Refunds are issued according to the payment method used by the customer:
Pix
The amount is refunded directly to the bank account that made the Pix payment.
Credit card
The chargeback is forwarded to the card issuer, which has up to 5 business days to cancel the invoice charge, according to its own rules.
PicPay, PagSeguro, Mercado Pago and third parties
DFG requests the reversal and the process is handled by those companies.
Bank slip, deposit and wire transfer
The amount is refunded to the customer balance, and the customer is free to choose between two options:
- Keep the amount available on the site to buy any product available, even later.
- Receive it in a bank account via PIX or any Brazilian bank — the customer must provide bank details when requesting the refund.
Refund as DFG balance:
- For purchases made with bank slip, deposit or wire transfer, the customer may keep the paid amount as site balance to buy any available product. Digital products such as CD keys and game cards are NOT REFUNDED after delivery, given the nature of the product, delivered exclusively to the item buyer.
- Refund requests can be made within 7 days of payment confirmation for digital products and within 7 calendar days of delivery for physical products.
- Refunds are usually processed WITHIN 3 BUSINESS DAYS after the request is approved.
