Refund policy
Last updated: 25 June 2026
1. Fourteen-day return period
Customers may request a return within 14 days of receiving their order.
For customers in the European Union and the United Kingdom, this reflects the applicable statutory withdrawal period.
The Visual Game voluntarily extends the same 14-day change-of-mind return period to customers in the United States and Canada, subject to this Policy and any more favourable mandatory local rights.
After notifying us of the return, the customer must send the product back within 14 days.
2. How to request a return
To request a return, contact us at:
contact@thevisualgame.com
Please include:
- your order number;
- the product you wish to return;
- the reason for the return, where applicable.
Please contact us before sending the product so that we can provide the appropriate instructions.
This contact is not a request for authorisation and does not restrict any mandatory withdrawal or return right.
3. Condition of returned products
Customers may inspect and try on a product in the same way they reasonably could in a physical store.
Returned products must not have been:
- worn beyond a reasonable fitting;
- washed;
- altered;
- stained;
- damaged;
- exposed to strong odours or conditions affecting resale.
Any original packaging and tags should be included where reasonably possible.
Where permitted by law, the customer may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and fit of the product.
Mandatory consumer rights remain unaffected.
4. Return address
Returns must be sent to:
The Visual Game / NovioH
Bâtiment B
288 rue d’Épinay
95170 Deuil-la-Barre
France
Products must not be returned to any supplier, carrier or other address.
We recommend using a tracked delivery service and keeping proof of dispatch until the return has been completed.
5. Return shipping costs
For change-of-mind returns, the customer is responsible for the direct cost of returning the product, including international return postage.
If the product is defective, damaged, incorrect or not as described, we will cover or reimburse reasonable return costs where required.
6. Exchanges
We do not offer direct exchanges for size, colour or design changes.
To order another size, colour or design, the customer must:
- return the original product in accordance with this Policy;
- receive the applicable refund; and
- place a new order.
If we sent an incorrect product or the product is defective, we may offer a replacement instead of a refund where appropriate.
7. Refunds
For an accepted return, the refund will be issued to the original payment method.
The refund may include:
- the price paid for the returned product; and
- the cost of the least expensive standard outbound delivery method offered, where the entire order is returned and applicable law requires this reimbursement.
Any additional amount paid for express or premium delivery will not be refunded beyond the cost of standard delivery.
For partial returns, the original outbound delivery cost is not normally refunded unless required by law.
We normally process refunds after receiving and inspecting the returned product.
Where applicable law requires otherwise, the refund will not be delayed beyond the date on which we receive the returned product or valid evidence that it has been sent back, whichever applies first under the relevant law.
For voluntary returns from the United States and Canada, the refund may be processed after the returned product has been received and inspected.
The time required for the refund to appear in the customer’s account may depend on the bank or payment provider.
8. Defective, damaged or incorrect products
If a product arrives defective, damaged, incorrect or materially different from its description, contact us as soon as reasonably possible at:
contact@thevisualgame.com
Please provide:
- your order number;
- a description of the issue;
- photographs of the product and packaging where reasonably available.
Photographs help us assess the issue but do not limit the customer’s statutory rights.
Depending on the circumstances and applicable law, we may offer:
- a replacement;
- a repair where appropriate;
- a price reduction; or
- a full or partial refund.
If a return is required because of a defect or an error on our part, the customer will not bear the reasonable return cost.
9. Order cancellations
Orders are processed shortly after confirmation.
To request a cancellation, contact us immediately at:
contact@thevisualgame.com
We will confirm whether the order can still be cancelled. Cancellation cannot be guaranteed once processing has advanced or the order has been dispatched.
If cancellation is no longer possible, the customer may use the return rights described in this Policy after receiving the order.
10. Mandatory consumer rights
Nothing in this Policy limits or excludes any mandatory consumer right relating to withdrawal, returns, defective products, legal guarantees or refunds.
Where the law applicable in the customer’s country, state, province or territory provides more favourable rights, those rights prevail.
11. Contact
The Visual Game / NovioH
Email: contact@thevisualgame.com
Phone: +33 7 63 61 01 79
Postal address: Bâtiment B, 288 rue d’Épinay, 95170 Deuil-la-Barre, France