Last updated: 25 June 2026

1. Seller information

The website thevisualgame.com, operated under the trade name The Visual Game, is published by:

NovioH SAS
Share capital: €1,000
Registered with the Pontoise Trade and Companies Register under number 954 019 469
Registered office: Bâtiment B, 288 rue d’Épinay, 95170 Deuil-la-Barre, France
EU VAT number: FR87954019469
Email: contact@thevisualgame.com
Phone: +33 7 63 61 01 79

In these Terms, “The Visual Game”, “we”, “us” and “our” refer to NovioH.

2. Scope

These Terms and Conditions of Sale apply to purchases made through thevisualgame.com by consumers located in the countries and regions made available at checkout, including selected countries in the European Union, the United Kingdom, the United States and Canada.

By placing an order, the customer confirms that they have read and accepted these Terms before completing payment.

Any mandatory consumer rights applicable in the customer’s country or region remain unaffected.

3. Products

The main characteristics of each product are described on its product page, including the available design, colour, size, fit, composition and care information.

Customers must review the product description and size guide before ordering.

Images are intended to represent products as accurately as possible. Minor differences in colour may result from screen settings. Small variations that do not affect the essential characteristics or conformity of the product may also occur.

Products are offered subject to availability.

4. Orders and contract formation

The customer selects the desired product, colour and size, adds it to the cart, provides the required delivery and billing information, selects a payment method and confirms the order.

Before payment, the customer can review and correct the contents of the order.

The order becomes binding when payment is authorised and an order confirmation is sent by email.

The order confirmation contains or provides access to the essential details of the purchase.

We may refuse or cancel an order where:

• payment is refused or cannot be verified;
• the product is unavailable;
• the customer’s information appears incomplete or incorrect;
• the order appears fraudulent or unlawful;
• an obvious pricing or technical error has occurred.

If we cancel a paid order, the customer will receive a full refund through the original payment method.

5. Prices, currencies and taxes

Prices are displayed in the currency assigned to the customer’s market, including EUR, GBP, USD or CAD where applicable.

The final price, applicable taxes and delivery charges are displayed before the order is confirmed.

Prices displayed to consumers in the European Union and United Kingdom include applicable consumption taxes where required.

For destinations outside the European Union, customs duties, import taxes or local charges may apply. Where these amounts are not collected at checkout, they may be payable by the recipient to the relevant authority or carrier.

The customer is responsible for checking any import requirements applicable in the destination country.

Prices may be changed for future orders. No price change will affect an order that has already been confirmed.

6. Payment

Available payment methods are displayed at checkout.

Payment is due in full when the order is placed. Payment transactions are processed through secure third-party payment providers.

We do not directly store full payment card details.

The customer confirms that they are authorised to use the selected payment method.

7. Cancellation before dispatch

Orders are processed shortly after confirmation.

To request a cancellation, the customer must 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 possible, the order will be cancelled and refunded through the original payment method.

If cancellation is no longer possible, the customer may use the withdrawal and return rights described below after receiving the order.

This section does not restrict any mandatory statutory cancellation or withdrawal rights.

8. Delivery

Products are delivered to the address provided during checkout.

The customer is responsible for providing a complete and accurate delivery address. Additional costs caused by an incorrect or incomplete address may be charged to the customer, except where the error is attributable to us.

Available delivery methods, estimated delivery times and delivery charges are displayed before the order is confirmed or in the applicable Shipping Policy.

Delivery estimates are not guaranteed dates unless expressly stated otherwise. However, orders will be delivered within any mandatory legal time limit applicable to the customer.

If an order cannot be dispatched or delivered within the stated period, we will inform the customer and provide any cancellation or refund rights required by applicable law.

For customers in the United States, if an unexpected delay prevents dispatch within the promised period, the customer will be informed and offered the option to accept the revised date or cancel for a refund.

The risk of loss or damage passes to the consumer when the customer, or a third party designated by the customer, physically receives the order, except where applicable law provides otherwise.

9. Fourteen-day withdrawal and return policy

European Union and United Kingdom

Consumers in the European Union and United Kingdom have the right to withdraw from their purchase without giving a reason within 14 days from the date on which they, or a third party designated by them, receive the goods.

United States and Canada

The Visual Game voluntarily offers customers in the United States and Canada the same 14-day change-of-mind return period, subject to the conditions set out below and any more favourable mandatory local rights.

Exercising the right

The customer must notify us of the decision to withdraw within the 14-day period by:

• emailing an unambiguous withdrawal statement to contact@thevisualgame.com ; or
• using the model withdrawal form at the end of these Terms.

After notifying us, the customer must return the product within 14 days, where this period is required by applicable law.

Contacting us before returning the product enables us to provide the correct instructions. This contact is not a request for authorisation and does not restrict the customer’s statutory rights.

10. 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 trying them on, washed, altered, stained or damaged.

The customer may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics and fit of the product.

Original packaging should be included where reasonably possible, but its absence does not by itself remove a mandatory withdrawal right.

11. Return address and costs

Returns must be sent to:

The Visual Game / NovioH
Bâtiment B
288 rue d’Épinay
95170 Deuil-la-Barre
France

The customer is responsible for the direct cost of returning a product following a change of mind, including international return postage.

We recommend using a tracked delivery method and retaining proof of dispatch.

If a product is defective, damaged, incorrect or not as described, reasonable return costs will be covered or reimbursed by us where required.

Products must not be returned to any supplier, carrier or address other than the return address communicated by The Visual Game.

12. Refunds

For a valid withdrawal or change-of-mind return, we will refund:

• 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.

Any additional amount paid for express or premium delivery is not refundable beyond the cost of standard delivery.

For a partial return, the original outbound delivery charge is not normally refunded unless required by law.

Refunds are issued through the original payment method.

We normally process refunds after receiving and inspecting the returned product.

Where mandatory law requires otherwise, the refund will not be delayed beyond the point at which we receive the returned product or the customer provides valid evidence of dispatch, whichever occurs first under the applicable rule.

For voluntary returns from the United States or Canada, the refund may be processed after the product has been received and inspected.

Processing times applied by the customer’s bank or payment provider are outside our control.

13. Defective, damaged, incorrect or non-conforming products

If a product arrives defective, damaged, incorrect or materially different from its description, the customer should contact us as soon as reasonably possible at contact@thevisualgame.com.

The customer should include:

• the order number;
• a description of the issue; and
• photographs where reasonably available.

Photographs may help us assess the issue but do not remove any statutory rights.

Depending on the circumstances and applicable law, the customer may be entitled to a repair, replacement, price reduction or refund without additional cost.

The Visual Game, as the seller, remains responsible to the customer for applicable legal guarantees. Customers should contact us rather than a production or delivery partner.

14. Legal guarantees

France and European Union

Consumers in France benefit from the legal guarantee of conformity for two years from delivery of the product, together with the legal guarantee against hidden defects.

Under the legal guarantee of conformity, the consumer may request repair or replacement, subject to the conditions and proportionality rules provided by law. The remedy must be provided without cost and within the legally applicable period.

If repair or replacement is impossible, excessively delayed or causes a major inconvenience, the consumer may be entitled to a price reduction or termination of the sale.

Consumers in other European Union countries retain all mandatory legal guarantee rights applicable in their country of residence.

United Kingdom

Nothing in these Terms limits the rights of UK consumers relating to goods that are faulty, not of satisfactory quality, not fit for purpose or not as described.

United States and Canada

Customers in the United States and Canada retain any non-waivable statutory warranty and consumer protection rights applicable in their state, province or territory.

These legal rights apply independently of the 14-day change-of-mind return policy.

15. Intellectual property

All original artworks, illustrations, designs, texts, branding elements and visual content displayed on the Site are protected by applicable intellectual property laws.

Purchasing a product does not transfer any intellectual property rights in its artwork or design.

Content may not be reproduced, distributed, modified, commercially exploited or used to create derivative products without prior written permission.

16. Personal data

Personal data collected in connection with an order is processed in accordance with our Privacy Policy.

Customer information may be shared with payment, fulfilment, delivery and technical service providers only to the extent necessary to process the order, operate the Site, comply with legal obligations or provide customer service.

17. Liability

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including liability for fraud, wilful misconduct, gross negligence, death or personal injury caused by negligence, or violation of mandatory consumer rights.

Subject to mandatory law, we are not liable for indirect or unforeseeable losses that were not reasonably foreseeable when the contract was formed.

We are not responsible for losses caused solely by inaccurate information supplied by the customer, misuse of the product or events outside our reasonable control.

18. Force majeure

We are not responsible for a delay or failure caused by an event outside our reasonable control, including major transport disruption, natural disaster, public authority action, widespread network failure, industrial action or similar events.

We will inform affected customers where reasonably possible and take appropriate steps to reduce the impact.

This section does not remove any right to cancel or obtain a refund where mandatory law grants that right.

19. Governing law and jurisdiction

These Terms and the sales contracts governed by them are subject to French law.

However, this choice of law does not deprive a consumer of any mandatory protection granted by the law of the country or region in which the consumer habitually resides.

Consumers may bring proceedings before any court available to them under applicable mandatory consumer law.

Nothing in these Terms requires a consumer to use arbitration or prevents access to a competent court.

20. Complaints and dispute resolution

Customers should first contact us at:

contact@thevisualgame.com

We will attempt to resolve complaints directly and amicably.

Customers retain any complaint, mediation or dispute-resolution rights available under the mandatory laws of their country, state, province or territory.

21. Changes to these Terms

The version applicable to an order is the version accepted by the customer when the order is placed.

We may update these Terms for future orders to reflect legal, operational or commercial changes.

Changes do not apply retroactively to previously confirmed orders unless required by law or expressly agreed with the customer.

22. Languages

These Terms may be made available in English, French and other languages.

The different language versions are intended to have the same meaning.

No translation may be interpreted as limiting mandatory consumer rights. Where local law requires a particular language or interpretation, that mandatory rule applies.

23. Contact

For questions concerning an order, cancellation, return, guarantee or these Terms:

Email: contact@thevisualgame.com
Phone: +33 7 63 61 01 79
Postal address: Bâtiment B, 288 rue d’Épinay, 95170 Deuil-la-Barre, France

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Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract.

To:

The Visual Game / NovioH
Bâtiment B
288 rue d’Épinay
95170 Deuil-la-Barre
France
Email: contact@thevisualgame.com

I hereby give notice that I withdraw from my contract for the sale of the following goods:

Product(s):

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Customer email:

Date:

Signature, only if this form is submitted on paper: