Refund policy
At Enigmatica, your satisfaction is our priority. We offer two types of products: physical padlocks and interactive digital adventures. Return and refund conditions differ depending on the nature of the product.
1. Physical Products (The Code Padlock)
Right of Withdrawal (14 days) In accordance with European legislation, for any purchase of a physical product on our site, you have a withdrawal period of 14 calendar days from the receipt of your order to change your mind, without having to provide a reason.
Return Conditions To be eligible for a return, your padlock must be:
- Unused and in the same condition as you received it.
- In its complete original packaging (box, instructions, etc.).
Return Shipping Costs Shipping costs for returning your item are your responsibility. If you are shipping an item worth more than €50, we recommend using a trackable shipping service or purchasing shipping insurance.
Refund Process Once we have received and inspected the returned item, we will send you an email to confirm receipt. If the return is approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a few days.
2. Digital Products (Interactive Adventures)
Exception to the Right of Withdrawal In accordance with Article L.221-28 13° of the French Consumer Code, digital products (not provided on a physical medium such as a CD or DVD) are an exception to the traditional right of withdrawal.
No Refund After Use Our interactive adventures are digital content provided in a dematerialized manner. By validating your order and accessing the content (clicking the link to the adventure, logging into the puzzle platform), you expressly waive your right of withdrawal. Once the adventure has started or the access code has been used, no refund or exchange will be granted.
3. Defective or Damaged Items
If you receive a padlock that is defective or damaged during transport, we will gladly replace it. Send us an email at contact@enigmatica.fr with photos of the defective product within 14 days of receipt, and we will explain the steps to obtain a replacement or a full refund (including shipping costs).
4. How to initiate a return?
For any return request (withdrawal or defective item), please contact us first at the following address: contact@enigmatica.fr. We will then provide you with the specific mailing address to return your package.