Returns and withdrawal
You can cancel and get your money back at any point before we approve the design. After that the card is printed with your details and cannot be resold, so the right of withdrawal no longer applies.
Before design approval: cancel freely
Between paying and signing off the final artwork we have printed nothing. If you change your mind in that window, write to [email protected] with your order number and we refund the full amount, shipping included. The refund goes back to the same payment method within 14 days.
This cancellation is a courtesy of ours, not a right of withdrawal: the cards are a personalised product and the law excludes them. That is why we deduct what the payment gateway charges us for the transaction and does not return when we refund: €0.25 plus 1.5% of the amount —€0.91 on a €43.99 order, for example. We say it here and before you pay, so it is not a surprise.
This does not apply when the fault is ours. When the order arrives faulty or damaged, is lost in transit, or does not match the artwork you approved, the refund is in full with nothing deducted.
After that: why there is no withdrawal
The cards are made with your design, your logo and your details. Consumer law excludes from the right of withdrawal goods made to the consumer's specifications or clearly personalised (article 103.c of the Spanish consolidated Consumer Protection Act). So once the design is approved and the card is in production, we cannot accept a return because you changed your mind.
We tell you this before you pay and again when we ask you to approve the artwork, so it never comes as a surprise.
If the order arrives wrong
That is a different matter and we always cover it. If the cards arrive faulty, damaged in transit, do not work when you tap a phone, or do not match the design you approved, write to us within 14 days of receiving them with a photo and your order number. We reprint them at no cost: it's the fastest route for you and you don't have to order again. If you'd rather not repeat, we refund you.
This is separate from the three-year legal guarantee of conformity, which covers manufacturing faults that show up later.
If the order does not arrive
There are two very different reasons behind a parcel that never shows up, and they are not treated the same.
It is lost or damaged on the way. That one is on us: until the parcel is in your hands the risk is ours. We claim it from the carrier and, in the meantime, we reprint your cards at no cost or refund you in full.
It is not delivered for a reason within your control: an incomplete or wrong address, a phone that nobody answers, nobody at the address after the carrier's attempts, a refused parcel, one not collected from the pickup point, or one abandoned at customs. That is not a breach on our side: we delivered where you told us to. The cards come back to the workshop or stay held, and we send them again with you paying only the new shipping.
In that case we do not refund the price of the cards: they are printed with your details, cannot be resold and the order is made. We keep them 60 days available for redelivery; after that they are destroyed and the order is closed. If the carrier charges us for the return or the destruction, that cost is deducted from any amount that would otherwise be refunded to you.
What we do not cover
- A failed delivery caused by an incomplete or wrong address, by absence after the carrier's attempts, by refusing the parcel or by not collecting it from the pickup point.
- Errors in the design you supplied and approved: a typo in a name, a low-resolution logo or a colour that is not what you expected.
- Damage from misuse: bending the card, punching a hole in it or exposing it to extreme heat.
- The NFC destination breaking because a third-party service changed, such as moving your Google listing.
How to ask
One email to [email protected] with your order number and what happened. No form to fill in. If the right of withdrawal does apply to your case and you prefer to exercise it in writing, it is enough to tell us you are withdrawing from the contract, stating the order and the date.
Refund times
We always refund to the payment method you used, within 14 calendar days of accepting the return. In full when the fault is ours; minus the gateway fee when it is one of the voluntary cancellations above. Depending on your bank, the entry may take a few more days to appear.
The general purchase terms are in Terms of sale, and delivery times in Shipping and delivery.