Returns policy

This policy explains how to handle a cancellation, a return or an issue with TuImpresión products. It distinguishes between personalised work and purchases made as a consumer or as part of a professional activity, respecting the rights that apply in each case.

1. Personalised products

Products made to your specifications or clearly personalised, such as print work produced with your design, are exempt from the statutory right of withdrawal when the requirements of Article 103(c) of Spanish Royal Legislative Decree 1/2007 are met. In these cases, a change of mind does not in itself give you the right to return the product.

The exception depends on the actual characteristics of what has been ordered: it does not automatically apply to every printed item or merely because standard options have been selected. You must be informed before placing the order. It does not depend on whether manufacturing has begun.

Personalisation does not remove your right to complain about a product that is defective, incorrect, incomplete or does not match what was agreed.

2. How to report an issue

Email info@tuimpresion.es. You can also call 936 43 11 43. Include your order number, what happened and the number of units affected. To assess the issue, we will ask for photographs showing the problem and, in the event of transport damage, the packaging. If you cannot provide them, contact us so that we can consider other evidence; photographs are not the only way to substantiate an issue.

We recommend reporting the problem as soon as you notice it and keeping the affected material so that it can be assessed. Reporting it after 72 hours or seven days does not in itself extinguish any applicable statutory rights or time limits.

3. Defective, incorrect or incomplete products

We will assess the issue in light of what was agreed, the files supplied, the specifications and the relevant evidence. If a printing error or the delivery of an incorrect product attributable to TuImpresión is confirmed, our usual solution is an urgent reprint sent at no cost. For unprinted items, we will offer the appropriate replacement. We will tell you the new estimated delivery date; production priority does not mean immediate delivery.

Consumer purchases also retain the remedies provided by law: free repair or replacement, unless impossible or disproportionate, and a price reduction or termination of the contract in the circumstances specified by law. Bringing the goods into conformity must take place within a reasonable time and without significant inconvenience to the consumer.

The quantity delivered is part of what was agreed. A difference in the number of units must be assessed as a possible issue and is not automatically excluded by a percentage tolerance. Any technical characteristics and tolerances that validly apply must be clearly communicated before purchase.

4. Returning material and costs

To resolve a confirmed issue involving defective, incorrect or damaged material, we do not arrange collection or require you to return the affected material. We assess the problem using photographs and other available evidence and arrange the appropriate solution. Withdrawal, where legally applicable, is subject to the conditions in section 9.

Keeping the original packaging in perfect condition is not a requirement for making a claim for a lack of conformity, particularly when the issue involves damage to the product or the packaging itself.

Where a lack of conformity in a consumer purchase must be remedied, the necessary transport, postage, material and labour costs are borne by the seller. The costs and conditions of other returns must be disclosed before the contract is concluded where required by law; charges that were not disclosed or conflict with mandatory rights will not be applied.

5. Account credit and refunds

Once the units damaged during transport have been verified, our usual commercial credit is added to your customer account for a future purchase. Where a monetary refund is legally due, we will issue that refund; in those cases, account credit may only replace it if you expressly agree and the law permits it.

In the event of a price reduction or termination due to a lack of conformity in a consumer purchase, the time limits and arrangements in Article 119 quater of Spanish Royal Legislative Decree 1/2007 apply. The refund is made without undue delay and no later than fourteen days after the decision to exercise the relevant right is communicated. When a contract for the sale of goods is terminated, that period starts when the seller receives the goods or proof that they have been returned. The same payment method is used, unless otherwise expressly agreed without incurring costs for the consumer. No fee is charged for a refund that is legally due.

When we do not require the affected material to be returned, we do not make the refund conditional on, or delay it until, receipt of that material.

6. Statutory guarantee for consumer purchases

For new goods sold to consumers, the seller is liable for any lack of conformity present on delivery that becomes apparent within the following three years. During the first two years, the lack of conformity is presumed to have existed on delivery unless proven otherwise, except where that presumption is incompatible with the nature of the goods or the defect.

These periods do not constitute a guarantee against normal wear and tear, improper use or a problem caused solely by the design supplied by the customer. Nor do they exempt TuImpresión from providing the design, checking or printing services actually contracted. Each issue must be assessed in light of its cause and the obligations undertaken.

7. Loss, damage and delays during transport

If your order is lost: once loss during transport has been confirmed, we will offer an urgent reprint and a new shipment at no cost. We will tell you the new estimated delivery date. This solution does not limit your right to terminate the contract and receive a refund where legally applicable. Checks with the carrier do not limit your applicable time limits or rights against TuImpresión.

If part of your order arrives damaged: once the affected units have been verified, we will credit their value to your account for a future purchase, unless another remedy or a monetary refund is legally due. Sections 3 and 5 apply. We do not require damaged units to be returned.

We recommend checking the shipment on receipt and recording any visible damage with the carrier. Failing to note damage on the delivery note does not in itself remove any applicable statutory rights against the seller.

For consumer purchases where transport is arranged by TuImpresión, the risk of loss or damage passes to the consumer when they, or a third party designated by them other than the carrier, take physical possession of the order. The statutory exception applies where the consumer independently appoints a carrier that was not proposed by the seller.

Estimated dates must be read together with the agreed delivery period and the production conditions communicated. A delay does not automatically exclude the right to complain or terminate the contract in the circumstances provided by law, particularly when a delivery date has been agreed as essential.

8. Cancellations and file changes

If you need to cancel an order or change its files, contact us as soon as possible. We will check the actual status of the work and whether it can still be stopped or changed. A request for a commercial cancellation is separate from the right of withdrawal and termination for breach of contract.

Any permissible cancellation charge must be justified, comply with the law and the terms validly agreed, and be supported by the required prior information. Informing you of a charge does not in itself make it valid. No automatic penalty or mandatory account credit will be imposed to prevent a statutory right to cancel or receive a refund.

9. Right of withdrawal where applicable

When a consumer makes a distance purchase of a non-personalised item and no other statutory exception applies, they have the right to withdraw within fourteen calendar days of receipt, without having to give a reason. It is sufficient to communicate the decision through an unequivocal statement before the period expires; no particular form of wording is required.

If goods from the same order are delivered separately, the period runs from receipt of the last item; if an item arrives in several parts, from the last part. The other statutory rules for calculating time limits continue to apply, as does any extension of the period due where the required information on withdrawal was not provided.

After communicating the decision, the item must be returned without undue delay and no later than the following fourteen calendar days, unless the seller offers to collect it. The consumer bears the direct return costs only if they were informed beforehand and it has not been agreed that the seller will bear them.

The refund includes the payments received and the cost of standard delivery, but not any supplement chosen for a more expensive delivery service. It is made without undue delay and within fourteen calendar days of the withdrawal being communicated, with the possibility of withholding it until the product or proof of return is received, unless the seller has offered to collect it. The same payment method is used unless otherwise expressly agreed without costs. The consumer can only be held liable for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, as provided by law.

10. Business purchases and applicable rights

Purchases made for a business or professional activity are governed by the terms validly agreed and the law applicable to the transaction. The time limits and rights specific to consumers do not automatically extend to these purchases. The professional customer's legal remedies for a breach of contract are respected.

Consumer status depends on the purpose of the purchase and the legal requirements, not solely on the type of account used. No provision of this policy constitutes a waiver of mandatory rights. In consumer disputes, the authorities and courts with jurisdiction under the law are respected.

This policy does not retroactively change the terms of orders already contracted or remove rights acquired under them.

Please also read the Terms of purchase. The commercial terms must be interpreted consistently with this policy and with the rights that legally apply.