Your satisfaction is our main objective and, precisely for this reason, if upon receiving your impressions something does not fit with what you had requested or you notice a mistake, the customer service team of Copykrea will always offer you the best solution to resolve your incident. Get in touch with us and we'll fix it for you.

Incidents and returns

If when you receive your order you detect faults in the printing or binding or that you are missing any of the orders you made, you can claim the replacement or refund of the same. You have a period of 30 days from receipt of your copies.

Claims and/or incidents must be notified by sending an email to [email protected] or making a claim from the customer area, indicating a brief description of the problem along with photos and/or videos and order number.

Our customer service will work to solve the problem and will contact you whenever necessary. From Copykrea the reimbursement of erroneous or damaged documents may be offered (if the document is perfectly legible, only a proportional reimbursement will be made to the damage caused); and/or offer to collect them for the purpose of on-site review of the incident. In this case, the customer will be contacted to manage the collection of the defective product. If, once the prints are received at our facilities, there are signs of manipulation or modifications outside of Copykrea, all shipping costs generated will be attributable to the client.

If the order is indeed defective, poorly printed or bound, or is missing any document, we will proceed to repair, replace, reduce the price or terminate the contract (as appropriate), procedures that will be free of charge for the user.

For its part, reimbursement for returns, printing errors or lack of documents will be made through the payment method used in the purchase. From Copykrea the amount will not be refunded or any reshipment of merchandise will be made until the printing error or the lack of documents sent by the user has been verified. The refund will be made within 15 business days from receipt and verification of the conditions of receipt of the shipment. The maximum term to make the established payment is one month.

On the other hand, if for reasons attributable to the customer and not to the transport company or Copykrea the order cannot be delivered to the indicated address, from Copykrea we will have up to 30 days to resend it. We reserve the right to charge shipping costs again, even if they were free for the customer at the time the purchase was made. The user will always be notified of all this.

From Copykrea we do not assume any responsibility when the delivery of the impressions does not occur within the estimated period for reasons attributable to the transport company. On the other hand, if the delay in receipt is due to problems in our production center (you have requested a priority production method, but you receive it as if it were standard production), you can request a return.

Treatment of your files

All files that you send us to Copykrea for printing will be treated with the utmost confidentiality. Only the staff of our production center and customer service, in which case there is an incident, they will have access to it.

The files will be kept for 90 days from the date of request for the work, after which time they are destroyed.

Cancellation of order (withdrawal)

In our online copy service you can cancel your order (right of withdrawal) until the moment your prints have gone to "preparation" in our workshop. Once your copies are in this state, you will not be able to cancel your order because it is a personalized and tailored product, as indicated in art. 103 of Legislative RD 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws.

Warranty

Copykrea is not responsible for deficiencies caused by negligence, blows, use or improper handling or for wear and tear caused by normal use of the products.