Shipping and Returns Policy

1. Identification and scope

This policy governs returns, the right of withdrawal, lack of conformity and refunds for purchases made at www.synergicgames.com (hereinafter, the “Store”).
The seller is Synergic Games SL, with tax identification number ESB66975046 and registered address at Les Gaies, 1 08552 Taradell (Barcelona), trading under the Synergic Games brand (hereinafter, “Synergic Games”). Email: support@synergicgames.com.
The right of withdrawal and the guarantees provided for under consumer legislation apply exclusively to those purchasing as consumers, that is, for purposes unrelated to a trade, business or profession. Purchases made by businesses, professionals, distributors or resellers are governed by the general terms and conditions of sale and applicable commercial legislation, and do not give rise to a right of withdrawal.
This policy applies without prejudice to the rights granted to consumers and users by applicable legislation, which are in no way restricted by it.

2. Right of withdrawal

Consumers have 14 calendar days to withdraw from their purchase without giving a reason. The period begins on the day the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the product. If an order includes several products delivered separately, the period begins upon delivery of the last product.
To exercise this right, consumers must communicate their decision unequivocally before the period expires, using any of the following methods:
1. The “Withdraw from the contract” function available in the Store, in the customer area or on the orders page.
2. An email to support@synergicgames.com.
3. The model withdrawal form in the Annex, the use of which is optional.
4. Any other unequivocal statement addressed to Synergic Games.
To facilitate processing, please provide the order number, the purchaser’s name and the products concerned. Synergic Games will promptly send an acknowledgement of receipt on a durable medium.
The deadline is met if the communication is sent before the period expires. The consumer bears the burden of proving that the right of withdrawal was exercised within the time limit.
Consumers must send or hand over the products within a maximum of 14 calendar days after communicating their decision, to the returns address indicated in section 5. Products sent after this deadline, to another address or without prior notice of withdrawal may delay the processing of the refund.

3. Product condition and diminished value

Consumers may examine the product as they would in a physical shop, to the extent necessary to establish its nature, characteristics and functioning. For a board game, this means opening the box and inspecting its contents without separating or using the components.
Consumers are liable for any diminished value resulting from handling beyond what is necessary for that examination. The following, among other actions, are considered to exceed what is necessary:
• Punching out cardboard tokens, boards or components.
• Sleeving, shuffling or mixing cards, or removing the internal seals or bags from decks and components.
• Assembling, painting or customising miniatures or pieces.
• Writing on, marking or filling in sheets, booklets or single-use components.
• Playing games, or any use that leaves marks, wear or dirt.
• Losing, damaging or impairing components, accessories, manuals or the box.
We recommend returning the product with all its components and, where possible, in its original packaging. Their absence does not prevent withdrawal, but will be taken into account when assessing any diminished value.
Synergic Games will examine the product upon receipt and, if it identifies any diminished value, will inform the consumer of the amount and the reason, with photographs, before issuing the refund. The deduction will be proportionate to the value lost. It may amount to the full price of the product where the product can no longer be sold either as new or as refurbished.
Exercising the right of withdrawal does not incur any penalty.

4. Products excluded from the right of withdrawal

Under Article 103 of the consolidated text of Spain’s General Law for the Protection of Consumers and Users (TRLGDCU), the right of withdrawal does not apply to:
• Personalised products or products made to the consumer’s specifications: games or components featuring names, texts, images or designs chosen by the consumer, bespoke editions and special commissions.
• Digital content not supplied on a tangible medium (downloads, activation codes, digital expansions or games, printable files), where supply has begun with the consumer’s prior express consent and acknowledgement that this entails losing the right of withdrawal.
• Leisure services for a specific date, such as tickets to events, tournaments, presentations or gaming sessions.
The listing for each excluded product will state this before purchase.

5. Return costs, shipping and risk

In the event of withdrawal, the direct costs of returning the products are borne by the consumer. The consumer chooses and arranges the transport; Synergic Games does not collect products unless it expressly offers to do so in a particular case.
Returns address: support@synergicgames.com
• Shipments with freight payable on delivery or cash on delivery will be refused, and the product will remain available for collection by the consumer at the carrier’s office.
• The product must be packaged so that it arrives undamaged. We recommend using the packaging in which it was received, a tracked delivery service and insurance covering its value.
• The consumer bears the risk of loss of or damage to the product during the return shipment they arrange. Damage caused by inadequate packaging will be taken into account as diminished value under section 3.
• Keep proof of dispatch until you receive the refund, as it provides evidence of the return.
Where a return is due to a lack of conformity, an error by Synergic Games in the order or damage during delivery, this section does not apply: the costs are borne by Synergic Games under section 7.

6. Refunds following withdrawal

Synergic Games will reimburse the payments received within a maximum of 14 calendar days after receiving notice of withdrawal. It may withhold reimbursement until it receives the products or until the consumer provides evidence of having sent them back, whichever occurs first.
The refund includes:
• The price of the returned products, less any diminished value applicable under section 3.
• The original delivery costs, up to the cost of the least expensive standard delivery option offered by Synergic Games. Any additional cost of a more expensive option chosen by the consumer (express delivery, a specific time slot, etc.) will not be refunded.
If the consumer withdraws from only part of the order, the original delivery costs will not be refunded while the remainder of the order is retained, unless shipping was charged separately for each product. If, following withdrawal, the remaining order no longer meets the minimum amount for a free-shipping promotion or discount, the refund will be calculated by applying the price and shipping costs without that promotion to the remaining order.
If the returned product was purchased with a gift, free item or promotional bundle, the gift must be returned with it; otherwise, its value will be deducted.
The refund will be made using the same payment method used for the purchase, unless the consumer expressly agrees to another method (for example, Store credit), and always without any cost to the consumer. No administration fees are charged for processing the refund.

7. Legal guarantee and defective, damaged or incomplete products

New products have a legal guarantee of conformity of 3 years from delivery. Any lack of conformity that becomes apparent within the first 2 years is presumed to have existed at delivery; thereafter, the consumer bears the burden of proving this.
Second-hand or refurbished products have a guarantee of 1 year from delivery, provided this is stated in the product listing before purchase.
Products with disclosed flaws. If a product listing specifically identifies a particular characteristic (for example, a dented box, a broken seal or a replaced component) and the consumer expressly and separately accepts it when purchasing, that characteristic will not be considered a lack of conformity.

How to report an issue
Consumers should write to support@synergicgames.com, providing the order number, the product, a description of the problem and, where possible, photographs or videos. Synergic Games may request any additional information reasonably necessary and, where appropriate, that the product be made available for examination.

How issues are resolved
– Repair or replacement. Consumers may choose between the two, unless the chosen option is impossible or disproportionate compared with the other. If a component is missing or damaged, conformity will be restored by sending a replacement component: replacing the entire game is considered disproportionate when the problem is limited to components that can be replaced separately.
– Price reduction or termination of the contract, only where repair and replacement are impossible, disproportionate, have not been carried out within a reasonable time, or where the lack of conformity persists or is serious. The contract cannot be terminated if the lack of conformity is minor.
Bringing the product into conformity is free of charge to the consumer: Synergic Games bears shipping, labour and material costs, including shipping of the defective product and its replacement. If the product is replaced, the consumer must return the original at Synergic Games’ expense.
If examination shows that there is no lack of conformity, Synergic Games will inform the consumer, giving reasons, and may charge the consumer the reasonable costs of shipping the product back, provided it informs the consumer of this before the consumer sends it.

What the guarantee does not cover
– Damage caused by improper use or use contrary to the instructions.
– Incorrect or negligent handling, accidents or external causes after delivery.
– Normal wear and tear from use.
– Modifications or repairs not carried out by Synergic Games that have caused the defect.
For components with characteristics inherent in their manufacture (minor variations in colour, cutting or printing on cardboard, wood or miniatures, or slight deformation of flexible plastic miniatures that does not prevent their use), the usual quality standards for products of that type will apply.

 

8. Order cancellations and refused deliveries

Consumers may request cancellation of an order by writing to support@synergicgames.com with the order number. If the order has not yet been dispatched, Synergic Games will cancel it and refund the amounts paid. If it has already been dispatched, the request will be processed as a withdrawal, subject to the conditions and costs in sections 2 to 6.
If the consumer refuses delivery or does not collect the parcel within the time specified by the carrier, they will be deemed to have withdrawn from the order. Synergic Games will refund the amounts in accordance with section 6, deducting the cost of returning the parcel to its premises, unless refusal is due to visible damage to the parcel or an error by Synergic Games. If the consumer requests a new shipment of an order that could not be delivered because they were absent or provided an incorrect address, they must pay the costs of that new shipment.

 

9. Issues during delivery

Synergic Games is responsible for the products until the consumer receives them; damage or loss during delivery will be handled as a lack of conformity under section 7.
We recommend checking the parcel upon receipt and, if the packaging shows visible damage, noting it on the carrier’s delivery note and reporting it to support@synergicgames.com within 7 calendar days, with photographs of the packaging and contents. This enables a claim to be made against the carrier and helps resolve the issue sooner. Failure to do so does not result in the loss of the consumer’s statutory rights.

 

10. International orders

This policy also applies to purchases from outside Spain. Mandatory consumer protection rules in the consumer’s country of residence will prevail where they are more favourable to the consumer.
Return costs following withdrawal from outside Spain are borne by the consumer, including return customs formalities and charges. Duties, taxes and clearance charges paid by the consumer to third parties (customs authorities or carriers) when importing the product will not be reimbursed by Synergic Games, unless Synergic Games collected them.

 

11. General provisions

• Synergic Games may verify withdrawal, return and guarantee claims and request reasonably necessary documentation, such as proof of purchase.
• Any return, exchange or compensation that Synergic Games voluntarily accepts without being obliged to do so is a one-off goodwill gesture: it does not create an entitlement for future purchases or amend this policy.
• Synergic Games may amend this policy. Each order is governed by the version in force on the date of purchase.
• If any clause is declared void or unenforceable, the remainder will remain valid.
• No clause in this policy limits or excludes consumers’ statutory rights.
• Synergic Games makes official complaint forms available to consumers upon request.
• Any dispute with a consumer will fall within the jurisdiction of the courts of the consumer’s domicile.

 

12. Contact

Synergic Games — Synergic Games SL, Les Gaies, 1 08552 Taradell (Barcelona)
Email: support@synergicgames.com
Website: www.synergicgames.com
Annex. Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Synergic Games SL (Synergic Games), Les Gaies, 1 08552 Taradell (Barcelona), support@synergicgames.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
• Product(s): ______________________________
• Order number: ______________________________
• Ordered on / received on: ______________________________
• Consumer’s name: ______________________________
• Consumer’s address: ______________________________
• Consumer’s signature (only if this form is submitted on paper): ______________________________
• Date: ______________________________