Refund Policy

Version 2.1.0 — published on May 20, 2026

Refund Policy, Right of Withdrawal and Warranties

Version 2.1.0 — Applicable as of May 14, 2026 Last updated: May 14, 2026

This policy specifies the conditions under which you can exercise your right of withdrawal, benefit from legal warranties and obtain a refund in connection with the purchase of a physical product made through the Cardonaut mobile application (iOS/Android), published by CARDONAUT SAS (hereinafter "Cardonaut").

It supplements and forms an integral part of the Terms and Conditions of Sale ("Terms").

In short — your rights in 6 questions

This FAQ does not replace the detailed provisions of sections 1 to 8 below, which prevail in the event of an interpretation discrepancy.

1. I changed my mind. Can I return my order? Yes. You have 14 calendar days from receipt to withdraw, without having to justify your decision (section 1).

2. I opened my booster / display / ETB. Can I return it? No. Sealed TCG products are only returnable as long as their original seal is intact. Once opened, they can no longer be returned (section 1.8).

3. How long until I am refunded? A maximum of 14 calendar days from your request, or from the receipt of the return if this occurs later (section 5).

4. Who pays the return shipping? You do, unless the product is defective, non-compliant or if Cardonaut makes a shipping error — in these cases, Cardonaut bears the costs (sections 1.4 and 4).

5. I received a damaged card or the wrong card. What should I do? Contact us within 48 hours at [email protected] with photos. For single cards, several options are offered: full refund, partial refund, or replacement (section 4 + section 8).

6. How can I quickly exercise my right of withdrawal? Three options: (1) the "Request a withdrawal" button from "My orders" in the Cardonaut app; (2) the standard form in Annex A; (3) a simple email to [email protected] (section 1.2).

1. Right of withdrawal (article L.221-18 et seq. of the French Consumer Code)

1.1. Principle and time limit

In accordance with articles L.221-18 to L.221-28 of the French Consumer Code (transposing Directive 2011/83/EU on consumer rights), you have a period of fourteen (14) calendar days to exercise your right of withdrawal from a contract concluded at a distance, without having to justify your decision or bear any costs other than those provided for in article L.221-23.

The 14-day period runs from:

  • the receipt of the goods by you or by a third party (other than the carrier) designated by you;
  • in the event of split delivery, from receipt of the last item;
  • in the event of regular delivery of goods over a defined period, from receipt of the first item.

Where the 14-day period expires on a Saturday, Sunday or public holiday, it is extended until the next working day (art. L.221-19 of the French Consumer Code).

1.2. How to exercise the right of withdrawal

To exercise your right of withdrawal, you notify Cardonaut of your decision before the 14-day period expires by any unambiguous declaration. You may, at your choice:

  1. Use the online withdrawal feature made available in your customer area within the Cardonaut mobile application, in accordance with article L.221-21-1 of the French Consumer Code (introduced by Ordinance n° 2026-2 of January 7, 2026 transposing Directive (EU) 2023/2673). This feature is accessible from the page "My orders" > "Request a withdrawal". An automatic time-stamped electronic acknowledgement of receipt is issued and serves as proof.
  2. Use the standard withdrawal form attached to this policy (Annex A);
  3. Send a written statement by email to [email protected] or by post to: CARDONAUT SAS — Withdrawal Service, 61 Avenue de Toulouse, 31750 Escalquens, France.

Cardonaut will send you, without delay, an acknowledgement of receipt of the withdrawal by email.

⚠️ The burden of proving that the right of withdrawal has been exercised lies with the consumer (art. L.221-22 of the French Consumer Code). Using the online button (option 1) automatically delivers this proof.

1.3. Return of the goods

You have a period of fourteen (14) days from the communication of your withdrawal decision to return or restore the goods to Cardonaut (art. L.221-23 of the French Consumer Code).

Return address:

CARDONAUT SAS — Returns Service 61 Avenue de Toulouse, 31750 Escalquens, France

You are invited to contact [email protected] to obtain, where applicable, further instructions. Meeting the return deadline does not depend on Cardonaut sending a prepaid label: you may always return the goods by any means at your own expense and keep proof of shipment.

1.4. Return shipping costs

In the absence of voluntary coverage by Cardonaut, the direct costs of returning the goods are borne by you (art. L.221-23 of the French Consumer Code).

However, Cardonaut systematically bears the return shipping costs in the following cases:

  • product received defective;
  • product non-compliant with the description or the order;
  • shipping error by Cardonaut;
  • rare card damaged on receipt (see section 8).

In these cases, a prepaid return label is provided by Cardonaut.

1.5. Refund

Cardonaut will refund all sums paid, including the initial delivery costs (with the exception of additional costs resulting from your choice of a more expensive delivery method than the standard method proposed), no later than fourteen (14) days from the date on which Cardonaut is informed of your withdrawal decision (art. L.221-24 of the French Consumer Code).

Cardonaut may defer the refund until the goods are recovered or until you have provided proof of shipment of the goods, the date used being the first of these events.

The refund is made using the same means of payment as the one used for the initial transaction, unless you expressly agree otherwise. In any event, this refund will not incur any charges for you.

In the event of a late refund, the sums due are increased under the conditions provided for in article L.241-4 of the French Consumer Code.

1.6. Depreciation of the goods

You are only liable for the depreciation of the goods resulting from handling other than that necessary to establish the nature, characteristics and proper functioning of those goods (art. L.221-23 of the French Consumer Code). Cardonaut reserves the right to withhold, from the amount to be refunded, a sum corresponding to the depreciation observed, subject to providing justification (photographs, expert assessment).

1.7. Exceptions to the right of withdrawal (article L.221-28 of the French Consumer Code)

In accordance with article L.221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for contracts concerning:

  1. Goods unsealed by the consumer after delivery and which cannot be returned for reasons of hygiene or health protection (L.221-28, 5°);
  2. Goods that have been, after their delivery and by their nature, inseparably mixed with other items (L.221-28, 6°) — this includes notably TCG boosters, displays, Elite Trainer Boxes (ETB), tins, preconstructed decks and other sealed products once opened (see section 1.8 below);
  3. Goods made to the consumer's specifications or clearly personalised (L.221-28, 3°) — for example: custom playmats, personalised sleeves, engraved deckboxes, custom tokens or any other item made to order;
  4. The supply of digital content not provided on a tangible medium where performance has begun with your prior express consent and express waiver of your right of withdrawal (L.221-28, 13°) — this includes notably Aether Fragments (in-app virtual currency) once acquired, and cosmetic items purchased with them once unlocked (see section 5.4);
  5. Digital gift cards as soon as the activation code has been revealed (treated as digital content within the meaning of 13°) — see section 6.

1.8. Specific case of sealed TCG products (boosters, displays, ETB, tins, decks)

⚠️ Important clarification:

The boosters, displays, Elite Trainer Boxes (ETB), tins, preconstructed decks and other sealed TCG products sold through the Cardonaut application are not excluded from the right of withdrawal as long as they remain intact in their original sealing.

However, as soon as the sealing has been broken, opened or altered by the consumer, the right of withdrawal can no longer be exercised on this product, inasmuch as:

  • the content of a sealed TCG product is by nature random (cards drawn at random according to the game's mechanics);
  • once opened, the product can no longer be returned in its original state;
  • its resale value is partly determined by the integrity of its seal.

This exclusion is based on article L.221-28, 6° of the French Consumer Code (goods which have become inseparable from other items after delivery).

Single cards (cards sold individually) remain returnable under the conditions of this article 1, provided they are returned in a condition that preserves their value (sleeve, top loader, careful handling). The specific rules for singles are set out in section 8.

1.9. Commercial extension for the Christmas period

On a purely commercial basis and beyond legal obligations, Cardonaut extends the withdrawal period for orders placed between December 1 and December 24 each year. For these orders, the withdrawal period runs until January 15 of the following year (instead of the standard 14 calendar days). This extension does not derogate from the exceptions provided in article 1.7.

2. Legal warranties

Independently of the right of withdrawal, you benefit from two legal warranties of European and French origin.

2.1. Legal warranty of conformity (articles L.217-3 et seq. of the French Consumer Code)

You have a period of TWO (2) YEARS from the delivery of the goods to take action (art. L.217-7 of the French Consumer Code).

The legal warranty of conformity obliges Cardonaut to deliver goods in conformity with the contract and to be liable for any lack of conformity existing at the time of delivery.

You may choose between the repair or the replacement of the goods, subject to the cost conditions provided for in article L.217-12 of the French Consumer Code.

You are exempt from providing proof of the existence of the lack of conformity of the goods during the twenty-four (24) months following delivery (art. L.217-7 of the French Consumer Code). For second-hand goods (in particular some single cards sold outside their original seal), this presumption period is twelve (12) months.

The legal warranty of conformity applies independently of any commercial warranty that may be granted.

2.2. Warranty against hidden defects (articles 1641 et seq. of the French Civil Code)

Cardonaut is bound by the warranty against hidden defects of the goods sold which render them unfit for the use for which they are intended, or which so diminish that use that the consumer would not have acquired them, or would have given a lower price for them, had they known of the defects (art. 1641 of the French Civil Code).

Action arising from hidden defects must be brought within a period of two (2) years from the discovery of the defect (art. 1648 of the French Civil Code).

You may choose between:

  • Cancellation of the sale (return of the goods and refund);
  • Reduction of the price (partial discount).

2.3. Implementation of the legal warranties

To implement one or the other of the legal warranties, please contact Cardonaut at [email protected] specifying:

  • your order number;
  • the defect observed (precise description, photographs);
  • the warranty you intend to invoke (conformity or hidden defects).

Cardonaut undertakes to provide a response within a reasonable time, generally within 7 working days.

No provision herein may deprive you of the legal warranties from which you benefit by right.

3. Commercial warranty

Cardonaut does not offer any specific commercial warranty beyond the legal warranties described above. In any event, you benefit from the protections granted by the French Consumer Code and the French Civil Code.

4. Non-compliant, damaged or incorrect products upon receipt

Without prejudice to the right of withdrawal and the legal warranties, in the event of receipt of a product not conforming to the order, damaged or defective, you are invited to contact Cardonaut within 48 hours of receipt, at [email protected], attaching:

  • a description of the problem;
  • photographs of the product, the packaging and the delivery slip;
  • your order number.

The indicative 48-hour deadline aims to facilitate proof of a defect occurring during transport. Failure to meet it does not deprive you of your legal warranties (sections 2.1 and 2.2).

Cardonaut will contact you to propose a solution adapted on a case-by-case basis: re-shipment of an identical product (subject to availability), full refund, partial refund (in the case of a minor defect, with your agreement) or store credit of your choice. The return shipping costs for the non-compliant product are entirely borne by Cardonaut (prepaid label provided).

This procedure does not replace and does not preclude the exercise of the right of withdrawal and the legal warranties described above.

5. Refund terms

5.1. Time limit

All refunds (withdrawal, warranty, non-compliant product) are made within a maximum period of fourteen (14) calendar days from the triggering event (receipt of the withdrawal decision, agreement on the implementation of a warranty, or Cardonaut's decision on a non-compliant product).

5.2. Means of refund

The refund is made via the same means of payment as the one used for the initial transaction (credit card, bank transfer, Apple Pay, etc.), unless the consumer expressly agrees to another means. No charges are billed to you for this refund.

5.3. Store credit

You may, if you expressly wish, opt for a store credit valid on the Cardonaut application instead of a cash refund. This credit is valid for twenty-four (24) months from its issuance. The choice of store credit cannot be imposed on you; it remains at your sole discretion.

5.4. Aether Fragments — in-app virtual currency

Aether Fragments (in French: "Fragments d'Éther") are an internal virtual currency within the Cardonaut mobile application, usable exclusively within the application to acquire cosmetic items (avatars, frames, visual effects, themes, etc.). They do not constitute electronic money within the meaning of article L.315-1 of the French Monetary and Financial Code, are not exchangeable for legal-tender currency, are not transferable between accounts, and do not expire as long as your Cardonaut account remains active.

Aether Fragments cannot be used as a means of payment for the physical products sold through the app; orders for physical products are settled exclusively in euros via standard means of payment (credit card, Apple Pay, bank transfer, etc.).

a) Aether Fragments acquired through in-app purchases (App Store / Play Store)

If you have purchased Aether Fragments via the in-app purchases ("IAP") of Apple's App Store or the Google Play Store, your refund request must be addressed directly to the distribution platform:

Cardonaut cannot technically refund directly an in-app purchase made through these platforms: transactions are processed by Apple or Google, which are the consumer's counterparties. Cardonaut only receives the share that is remitted to it after the platform's commission.

b) Aether Fragments acquired through in-app actions (gameplay)

Aether Fragments obtained free of charge via game mechanics (daily quests, opening of virtual boosters, events, referral, etc.) are not refundable, as they have not been the subject of any monetary transaction. In the event of closure of your account, these fragments are lost without compensation.

c) Cosmetic items purchased with Aether Fragments

Once a cosmetic item is unlocked in the application using Aether Fragments, the purchase is final and non-refundable, in accordance with article L.221-28, 13° of the French Consumer Code (supply of digital content the performance of which has begun with your express consent and waiver of your right of withdrawal). The item remains accessible on your account as long as it is active.

6. Gift cards

Cardonaut gift cards, in digital form (code sent by email) or physical form, are not refundable once the activation code has been revealed to the consumer or to a third party, in accordance with article L.221-28, 13° of the French Consumer Code (digital content the performance of which has begun). Before the code is revealed, they may be returned under the conditions of the general right of withdrawal (section 1).

Gift cards cannot be recharged, converted into cash, or combined with other discount vouchers unless otherwise stated.

7. Recourse

7.1. Prior complaint

Any complaint must first be addressed to Cardonaut customer service at [email protected].

7.2. Consumer mediation

In accordance with the provisions of the French Consumer Code regarding "the consumer dispute mediation process", after contacting us and failing to receive a satisfactory response, you have the option of resorting free of charge to a consumer mediation procedure with:

CM2C 49 rue de Ponthieu, 75008 Paris, France Phone: +33 1 89 47 00 14 Website: https://www.cm2c.net/declarer-un-litige.php Email: [email protected]

The mediator may only be approached after a prior written complaint from you to Cardonaut, and no later than within one (1) year of this complaint.

Note: the European Online Dispute Resolution (ODR) platform established by Regulation (EU) No 524/2013 was closed on July 20, 2025. No referral is possible through this platform.

7.3. Judicial action

In the absence of an amicable settlement, you may bring the matter before the competent courts in accordance with the rules laid down by Regulation (EU) No 1215/2012 ("Brussels I bis"): at your choice, the court of the place where you are domiciled or the court of the domicile of Cardonaut SAS (competent Court in Toulouse, France).

8. Special case — high-value single cards

The Cardonaut catalogue includes single cards (cards sold individually) whose value can range from a few cents to several hundred or even thousands of euros. This section describes the specific protocols put in place by Cardonaut for these products, in addition to the general right of withdrawal (section 1) and the legal warranties (section 2).

8.1. Single cards with a value less than or equal to €15

In the event of a minor defect (condition mismatch, wrong language, visual discrepancy from the listing), Cardonaut offers, by default and subject to availability, replacement with a card of at least equivalent quality. If replacement is not possible within 7 working days, Cardonaut proceeds with a full refund.

8.2. Single cards with a value greater than €15

For these cards, no automatic replacement is performed. Cardonaut will contact you within 48 working hours from the report to offer, at your choice:

  • Full refund (default option without a reply from you within an additional 48 hours);
  • Partial refund (when the defect is minor and you wish to keep the card);
  • Replacement with a copy of strictly equivalent quality, subject to availability.

8.3. Rare card damaged upon receipt

If a high-value single card is received with a visual defect not reported in the listing (edge bend, scratch, whitening, surface damage, etc.), you are invited to:

  1. Photograph the card within 48 hours (front/back, natural light, in its original packaging);
  2. Send these photographs to [email protected] with your order number;
  3. Keep the card in its receiving packaging until Cardonaut instructs otherwise (visual expertise may require a return for examination).

Cardonaut undertakes to process the request within 5 working days and to propose a solution adapted from those described in sections 8.1 and 8.2. The return shipping costs for assessment and any re-shipment are entirely borne by Cardonaut.

ANNEX A — Standard withdrawal form

(Form compliant with the annex to article R.221-1 of the French Consumer Code. Please complete and return this form only if you wish to withdraw from the contract.)

To the attention of:

CARDONAUT SAS 61 Avenue de Toulouse 31750 Escalquens, France Email: [email protected]

I / we (*) hereby give notice that I / we (*) withdraw from my / our (*) contract of sale of the following goods (*) / for the provision of the following service (*):

……………………………………………………………………………………………………………

Order number:

……………………………………………………………………………………………………………

Ordered on (*) / received on (*):

……………………………………………………………………………………………………………

Name of consumer(s):

……………………………………………………………………………………………………………

Address of consumer(s):

……………………………………………………………………………………………………………

Signature of consumer(s) (only if this form is notified on paper):

……………………………………………………………………………………………………………

Date:

……………………………………………………………………………………………………………

(*) Delete as appropriate.

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