Returns and Complaints Policy – Card Horizon

Returns and Complaints Policy

Card Horizon — effective as of 18 November 2025

This is a translation into English of the Returns and Complaints Policy of Card Horizon. The English version is provided for informational purposes only. In the event of any legal disputes or discrepancies, the Polish version shall be the only legally binding document.

Dear Customer, thank you for shopping at Card Horizon. Below you will find our complete Returns and Complaints Policy, which complies with the Consumer Rights Act (Journal of Laws 2020, item 287) and the Civil Code (Journal of Laws 2020, item 1740). These regulations guarantee your rights as a consumer and define the terms of our cooperation.

I. Return Without Stating a Reason

You have the right to withdraw from the contract within 14 days of receiving your order — without giving any reason (Art. 27 of the Consumer Rights Act of 30 May 2014, Journal of Laws 2020, item 287).

The 14-day withdrawal period begins depending on the nature of the transaction:

• Single-item sales agreement — the period begins on the day the consumer or a designated third party receives the item.
• Agreement covering multiple items delivered separately, in batches, or in parts — the period begins on the day the consumer receives the last item, batch, or part.
• Agreement involving regular delivery of goods over a set period — the period begins on the day the consumer receives the first item.

Step 1: Check if Your Product Is Eligible for Return

You can return a product if:

• the packaging is intact (e.g., sealed boosters, blisters, or cases);
• the product has not been used and shows no signs of use;
• you notify us of the return within 14 days of receiving the shipment.

Under Art. 34(4) of the Consumer Rights Act, the consumer is liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish the nature, characteristics, and functioning of the goods — unless the trader failed to inform the consumer of their right of withdrawal in accordance with Art. 12(1)(9).

Given the above, the following are not eligible for return:

• Cards in opened packaging (e.g., unsealed boosters or blisters) (Art. 34(4) of the Consumer Rights Act).
• Cards made according to the Consumer's individual specification or on the Consumer's individual order — e.g., cards with an individual dedication or with engraving made to order (Art. 38(1)(3) of the Consumer Rights Act). This exclusion does not cover standard, mass-produced limited editions or ordinary orders of mass-produced products.
• Cards damaged or modified by you (Art. 34(4) of the Consumer Rights Act).
• Cards received as free gifts (e.g., bonuses with an order) — these cannot be returned separately.

Preorders: Cards purchased in presale (preorders) are eligible for return under the general rules described in this Policy. The 14-day withdrawal period is counted from the day the Goods are received. Placing an order in advance, or being informed of an extended delivery time, does not by itself exclude the right of withdrawal.

Step 2: Notify Us of Your Return

By email: [email protected], subject line "Order Return [Your Order Number]". Please include your order number, the name and quantity of the products you are returning, and your preferred refund method. In response, you will receive confirmation of your return request, a withdrawal form, and detailed information about return costs.

In person at our store: Monday to Friday, 9:00 AM – 3:00 PM, or by appointment via phone. You do not need to send the form in advance — you can fill it out on-site. Bring proof of purchase (invoice, receipt, or order confirmation) and the purchased product.

Step 3: Prepare the Product for Return

• Secure the product you are returning, preferably in its original packaging.
• Include proof of purchase (invoice, receipt, or order confirmation).
• Fill out the Withdrawal Form attached to the confirmation email.

The consumer is responsible for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning.

Important: If the product is returned in a condition different from how it was received (e.g., damaged, soiled, or with compromised packaging), we may refuse the return or deduct the costs of restoring the product's value — for example, cards showing signs of use (scratches, bends) or cards without original packaging or with damaged security features (seals, holograms).

Step 4: Choose a Shipping Method

You are responsible for the return shipping costs, unless otherwise agreed or if the return is due to our error (e.g., incorrect product sent). We recommend sending the return via registered mail or courier service (e.g., Poczta Polska, DPD, InPost), ideally using the same shipping method we used to send your order.

Step 5: Send the Return

Return address:
Card Horizon Sp. z o.o.
Madalinskiego 21
02-513 Warszawa, Poland

Keep your proof of shipment (e.g., tracking number) and send it to us by email. You have 14 days from notifying us of the return to ship the product.

Step 6: Return Confirmation

After receiving your return, we will:

• send confirmation of receipt of the shipment (note: we are not obligated to accept cash-on-delivery shipments requiring a cash payment upon receipt);
• inspect the condition of the product within 3 business days of receiving the shipment;
• notify you of the acceptance or rejection of the return.

If accepted, we will process your refund (amount and refund method, including a reference number for bank transfers) to your bank account or via postal transfer. If rejected, we will return the purchased product to the original shipping address provided in your order, after you cover the return shipping costs.

II. Claims Procedure

Step 1: When Can You File a Claim?

Under Article 556¹ of the Civil Code, you have the right to file a claim if the product:

• has a physical defect (e.g., mechanical damage, printing errors, manufacturing defects, missing components);
• has a legal defect (e.g., does not match the offer description, lacks required certificates or documents);
• does not have the features specified in the contract or product description (e.g., inconsistency with the order, differences from photos or specifications).

Time limit for claims: 2 years from the date of product delivery (Article 556¹ of the Civil Code). If a defect appears within 6 months of purchase, it is presumed to have existed at the time of delivery (Article 557 of the Civil Code).

Claims do not apply to:

• damage caused by the consumer (e.g., scratches, bends, moisture damage, mechanical damage after delivery);
• natural wear and tear (e.g., signs of use, fading, wear of protective foil);
• defects caused by improper storage or use (e.g., cards stored in a humid environment or exposed to high temperatures);
• products modified or repaired by the consumer or third parties (e.g., cleaning attempts, retouching, replacement of components).

Step 2: Notify Us of the Defect

By email: [email protected], subject line "Claim for Order [Your Order Number]". Please include your order number, a description of the defect (preferably with photos), and your request (repair, replacement, or refund). In response, you will receive confirmation of receipt of your claim, a defect report form, detailed information about return costs, and a prepaid shipping label.

In person at our store: Monday to Friday, 9:00 AM – 3:00 PM, or by phone appointment at another time. Bring proof of purchase (invoice, receipt, or order confirmation) and the purchased product.

Step 3: Prepare the Product for Claim

• Secure the product in its original packaging.
• Include proof of purchase (invoice or receipt).
• Fill out the claim form.
• Attach photos of the defect (if applicable).

Step 4: Choose a Delivery Method

The cost of shipping the claim is covered by us (Article 560 of the Civil Code). Affix the shipping label received in your claim confirmation email to the prepared package. Note: we are not obligated to accept cash-on-delivery shipments requiring a cash payment upon receipt.

Step 5: Wait for Claim Review

We will review your claim within 14 days (Article 561 of the Civil Code) and inform you of our decision — repair, replacement, or refund.

Step 6: Confirmation of Claim Review

After reviewing your claim, we will send you our decision (approval or rejection) and information about next steps (replacement timeline, refund details). Possible resolutions:

• Repair of the product (if the defect can be fixed);
• Replacement with a new product (if repair is not possible);
• Refund (if we cannot replace the product).

If the claim is rejected, we will send you a written justification. You have the right to appeal to:

• the common court (within 3 years of identifying the defect);
• the Consumer Rights Ombudsman (www.uokik.gov.pl).

Legal Basis for Returns and Claims

1. Right to Withdraw from a Contract

• Article 27 — the right to withdraw from a distance contract within 14 days of receiving the product, without giving any reason.
• Article 30 — consumers must notify the seller of their withdrawal within 14 days, using a withdrawal form or a clear statement.
• Article 33 — consumers bear the cost of returning the product, unless the seller agrees to cover these costs.
• Article 34 — consumers must return the product undamaged and promptly, no later than 14 days after notifying the seller of withdrawal.
• Article 37 — the seller must refund the consumer within 14 days of receiving the returned product.

2. Exceptions to the Right of Withdrawal

Article 38 of the Consumer Rights Act — the right of withdrawal does not apply to:

• goods made according to the consumer's individual specification or intended to satisfy the consumer's individualised needs (e.g., cards with an individual dedication or engraving made to order — this does not include preorders, standard limited editions, or other mass-produced goods);
• products that, after delivery, are inseparably combined with other items (e.g., cards glued into an album);
• digital content delivered in non-material form (e.g., online game codes), if the consumer consented to the service beginning before the withdrawal period ended.

3. Consumer Liability

• Article 35 of the Consumer Rights Act — consumers are liable for any diminished value of the product resulting from handling it beyond what is necessary to determine its nature, characteristics, and functioning.
• Article 556 of the Civil Code — consumers are responsible for the condition of the product until it is received by the seller; if the product is damaged during return shipping, the consumer may be financially liable.

4. Claims (Warranty and Guarantee)

• Articles 556–576 of the Civil Code — regulate liability for physical and legal defects (warranty).
• Article 560 of the Civil Code — the seller is obligated to repair or replace a defective product.
• Article 561 of the Civil Code — the seller must respond to a claim within 14 days.
• Article 577 of the Civil Code — consumers have additional rights if the product is covered by a manufacturer's guarantee.

These provisions form the legal framework governing consumer rights and seller obligations regarding returns and claims in Poland.

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Card Horizon Sp. z o.o. · Madalinskiego 21, 02-513 Warszawa, Poland · [email protected]