Refund policy

Last updated: 21 October 2026

This policy applies to purchases made directly on playsnatcho.com from KOOBA GAMES SAS, whose registered office is at 6 Chemin de la Chire, 65670 Monléon-Magnoac, France.

We offer returns within 30 days of receipt, subject to the conditions below. This offer supplements your statutory rights without restricting them.

1. Your statutory right of withdrawal

If you purchase as a consumer, you have 14 days, starting the day after you receive your order, to inform us that you wish to withdraw from your purchase, without giving a reason.

If your order contains several items delivered separately, the period starts upon receipt of the last item. If the deadline falls on a Saturday, Sunday, public holiday, or non-working day, it is extended to the next working day.

To exercise this right, send a clear statement of your decision to contact@koobagames.com, or write to the address below. You may use the form at the end of this policy, but this is not compulsory.

Please include your name and order number to help us process your request. Exercising your statutory right does not require our prior approval.

After notifying us, you must send the products back within 14 days.

Condition of the game

Opening the box does not remove your statutory right of withdrawal.

You may handle the game as necessary to establish its nature, characteristics, and functioning. However, you may be responsible for any reduction in value caused by handling beyond those checks, such as extended use or damage to the cards.

Please return everything supplied with the product, including cards, instructions, and any accessories. Use the original packaging where possible and protect the game adequately for shipping. The absence of the original packaging alone does not automatically justify refusing a statutory return.

The statutory right of withdrawal also applies to discounted products and promotional purchases.

2. Our additional 30-day return offer

If you have not exercised your statutory right within the applicable period, we allow you to request a return up to 30 days after receipt.

This additional offer applies only to games that are:

  • Unopened, with their original packaging still sealed;

  • Complete and in perfect condition;

  • Accompanied by proof of purchase allowing us to identify the order.

Contact contact@koobagames.com within this period. Once the return arrangements have been confirmed, send the game back within 14 days of your request.

Under this additional offer, we refund the price paid for the returned product. Original delivery charges are not refunded.

These additional conditions do not apply to returns made under your statutory right of withdrawal or statutory guarantees. In particular, a withdrawal notified within the statutory period remains subject to those statutory rules, even if the product is returned after day 14.

3. Return address and shipping costs

Please send returns to:

KOOBA GAMES SAS — SNATCHO Returns
6 Chemin de la Chire
65670 Monléon-Magnoac
France

For change-of-mind returns, you are responsible for the direct cost of return shipping, whether you use your statutory right of withdrawal or our additional return offer.

We recommend keeping proof of dispatch and using a tracked shipping service.

You are not responsible for return costs where a return is necessary under a statutory guarantee or because of an error on our part. Please contact us before sending back a defective, damaged, or incorrect product so that we can arrange an appropriate solution.

4. Refunds

Withdrawal within the statutory period

We refund the relevant amounts, including the original delivery charges corresponding to the standard delivery option offered, within 14 days of receiving your withdrawal notification.

We may withhold the refund until we receive the products back or you provide evidence that you have sent them, whichever happens first.

If you chose a delivery method costing more than the standard delivery option offered, the additional charge is not refunded.

For partial returns, original delivery charges are refunded to the extent required by applicable law.

Any deduction for a reduction in the product’s value will be justified and explained to you.

Additional 30-day return offer

Once we have received the products and checked that they meet the conditions of this offer, we refund the price of accepted products within 14 calendar days.

Refund method

Refunds are made using the same payment method used for the purchase, unless you expressly agree to another method that does not result in additional charges for you.

The time it takes for the refund to appear in your account then depends on your bank or payment provider.

5. Damaged, defective, incomplete, or incorrect games

If there is a problem with your order, contact contact@koobagames.com with your order number and a description of the issue. Photographs may help us resolve it more quickly.

We will explain the next steps and offer an appropriate solution in accordance with your statutory rights. Please contact us before incurring return shipping costs.

Any request to report an issue promptly does not restrict the time limits or rights provided by statutory guarantees.

6. Statutory guarantees

This policy does not restrict the French statutory guarantee of conformity, available to consumers for two years from delivery under the applicable legal conditions, or the statutory warranty against hidden defects.

Depending on the applicable conditions, these guarantees may entitle you to a repair, replacement, price reduction, or cancellation of the sale.

Restrictions under our voluntary return offer, including the requirement that the game remain unopened, do not apply when exercising these statutory rights.

7. Exchanges

For a change of mind, we do not offer direct exchanges. You may return the product under the applicable conditions and place a new order.

This procedure does not restrict your right to a replacement where provided under a statutory guarantee.

8. Amazon purchases and Kickstarter pledges

For purchases made on Amazon, please first use the return process associated with your Amazon order. You may also contact us with questions about the product or your statutory guarantees.

Kickstarter pledges are subject to the campaign arrangements and applicable platform terms, without prejudice to any mandatory rights that may apply.

9. Model withdrawal form

Complete and send this form only if you wish to exercise your statutory right of withdrawal.

To:
KOOBA GAMES SAS
6 Chemin de la Chire
65670 Monléon-Magnoac, France
Email: contact@koobagames.com

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

Product concerned:
Order number, if available:
Ordered on () / received on ():
Name of consumer(s):
Address of consumer(s):
Date:
Signature of consumer(s), only if this form is submitted on paper:

(*) Delete as appropriate.