Refund policy

This is a translation into English of the Returns and Complaints Policy of Card Horizon, effective as of 18.11.2025. 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 (effective as of November 18, 2025), 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

If for any reason you wish to return the purchased products, below you will find a detailed description of the return procedure.

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

This means:

The 14-day withdrawal period for a distance contract (e.g., online purchase) begins depending on the nature of the transaction, in accordance with Polish law.


  1. Single-item sales agreement – the 14-day period begins from the day the consumer or a designated third party receives the item.

  2. Sales agreement covering multiple items delivered separately, in batches, or in parts – the 14-day period begins from the day the consumer receives the last item, batch, or part.

  3. Sales agreement involving the regular delivery of goods over a set period – the 14-day period begins from 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 Polish Consumer Rights Act of May 30, 2014 (Journal of Laws 2020, item 287),

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).


Article 12. [Information Obligations of the Trader in Distance or Off-Premises Contracts]


No later than at the moment the consumer expresses their intention to be bound by a distance or off-premises contract, the trader is obligated to clearly and comprehensibly inform the consumer about:

9) the method and deadline for exercising the right of withdrawal under Article 27 (which grants the right to withdraw from the contract within 14 days without giving any reason), as well as the model withdrawal form included in Annex 2 of the Act (note: the trader may prepare their own version of the form, as long as it complies with the legal requirements).


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 Polish Consumer Rights Act).

Personalized cards (e.g., signed cards, limited editions, or cards obtained at your request) (Art. 38(3) of the Polish Consumer Rights Act).

Cards damaged or modified by you (Art. 34(4) of the Polish Consumer Rights Act).

Cards received as free gifts (e.g., bonuses with an order) — these cannot be returned separately.

Cards purchased during pre-sale (if the consumer was informed of the extended delivery time) (Art. 38(1) of the Polish Consumer Rights Act).


Step 2: Notify Us of Your Return

You can do this in one of the following ways:


  1. Send an email to: [email protected]

Subject: Order Return [Your Order Number]

In the email, include:

  • Your order number,

  • The name and quantity of the products you are returning,

  • Your preferred refund method (e.g., bank transfer, card refund).

In response, you will receive:

  • Confirmation of your return request,

  • A withdrawal form,

  • Detailed information about return costs.


  1. In person at our store:


  • Monday to Friday, 9:00 AM – 3:00 PM, or by appointment via phone.

  • If you choose this method, you do not need to send the form in advance; you can fill it out on-site.

  • You must 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 email.

Note: 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 Notice

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.

Examples:

  • Cards showing signs of use (scratches, bends).

  • Cards without original packaging or with damaged security features (seals, holograms).


Step 4: Choose a Shipping Method


  1. 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).

  2. We recommend sending the return via registered mail or courier service (e.g., Poczta Polska, DPD, InPost).

  3. We recommend using the same shipping method we used to send your order.


Step 5: Send the Return


  1. Return address:

Card Horizon Sp. z o.o.

Pruszkowska 17

02-119 Warszawa

  1. Keep your proof of shipment (e.g., tracking number) and send it to us by email.

  2. Deadline: 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 you:


  1. Confirmation of receipt of the shipment.

Note: We are not obligated to accept cash-on-delivery (COD) shipments if they require a cash payment upon receipt.

  1. We will inspect the condition of the product within 3 business days of receiving the shipment.

  2. Notification of acceptance or rejection of the return.

  3. If accepted, we will process your refund (including the amount and refund method).

  4. If rejected, we will return the purchased product to the original shipping address provided in your order, after you cover the return shipping costs.

  5. A reference number (for bank transfers).

  6. The refund will be issued to your bank account or via postal transfer.

II. Claims Procedure

Step 1: When Can You File a Claim? Under Article 556¹ of the Polish 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: You have 2 years from the date of product delivery to file a claim (Article 556¹ of the Polish Civil Code).

Important Note: If a defect appears within 6 months of purchase, it is presumed to have existed at the time of delivery (Article 557 of the Polish Civil Code).

Exclusions: 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

You can report a claim in one of the following ways:

  1. By Email: Send a message to [email protected] with the subject line: "Claim for Order [Your Order Number]" In the email, include:

    • Your order number,

    • A description of the defect (preferably with photos),

    • 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,

  • A prepaid shipping label.

  1. In Person at Our Store:

    • Monday to Friday, 9:00 AM – 3:00 PM, or by phone appointment at another time.

    • If you choose this method, you do not need to send the form in advance; you can fill it out on-site.

    • You must bring proof of purchase (invoice, receipt, or order confirmation) and the purchased product.

Step 2: 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 3: Choose a Delivery Method The cost of shipping the claim is covered by us (Article 560 of the Polish 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 (COD) shipments if they require a cash payment upon receipt.

Step 4: Wait for Claim Review We will review your claim within 14 days (Article 561 of the Polish Civil Code). You will be informed of our decision (repair, replacement, or refund).

Step 5: Confirmation of Claim Review After reviewing your claim, we will send you:

  • Our decision (approval or rejection of the claim),

  • 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).

What if the claim is rejected? We will send you a written justification for the rejection of the claim.

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 of the Polish Consumer Rights Act (Journal of Laws 2020, item 287) Consumers have the right to withdraw from a distance contract (e.g., online purchase) within 14 days of receiving the product, without giving any reason.

  • Article 30 of the Polish Consumer Rights Act Consumers must notify the seller of their withdrawal within 14 days, using a withdrawal form or a clear statement.

  • Article 33 of the Polish Consumer Rights Act Consumers bear the cost of returning the product, unless the seller agrees to cover these costs.

  • Article 34 of the Polish Consumer Rights Act Consumers must return the product undamaged and promptly, no later than 14 days after notifying the seller of withdrawal.

  • Article 37 of the Polish Consumer Rights Act 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 Polish Consumer Rights Act The right of withdrawal does not apply to: 

  • Personalized or customized products (e.g., signed cards, limited editions).

  • 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 Polish 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 Polish Civil Code (Journal of Laws 2020, item 1740) 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 Polish Civil Code These articles regulate liability for physical and legal defects (warranty).

  • Article 560 of the Polish Civil Code The seller is obligated to repair or replace a defective product.

  • Article 561 of the Polish Civil Code The seller must respond to a claim within 14 days.

  • Article 577 of the Polish 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. If you need further clarification or assistance with specific sections, let me know!