Your satisfaction is our top priority. That’s why, if something doesn’t match what you requested or you notice any issue with your prints, the Copykrea customer support team will always provide the best solution to resolve it. Get in touch with us and we’ll take care of it.

Issues and returns

If, upon receiving your order, you notice printing or binding defects, or if any items are missing, you may request a replacement or a refund. You have 30 calendar days from the date you receive your copies to file a claim.

All claims and/or issues must be reported by emailing [email protected] or by submitting a request through your customer account, including a brief description of the problem along with photos and/or videos and your order number.

Our customer support team will work to resolve the issue and will contact you whenever necessary. Copykrea may offer a refund for incorrect or damaged documents (if the document is still fully legible, only a partial refund proportional to the damage will be issued); and/or arrange collection of the items in order to review the issue on-site. In this case, we will contact the customer to arrange pickup of the defective product. If, once the prints are received at our facilities, there are signs of handling or modifications not attributable to Copykrea, all shipping costs incurred will be charged to the customer.

If the order is indeed defective, incorrectly printed or bound, or if any documents are missing, we will proceed with repair, replacement, a price reduction, or contract termination (as applicable), all at no cost to the user.

Additionally, refunds due to returns, printing errors, or missing documents will be issued using the same payment method used for the purchase. Copykrea will not issue any refund or reshipment until the printing error or missing documents reported by the user have been verified. Refunds will be processed within 15 business days from receipt and verification of the returned items. The maximum timeframe to complete the payment is one month.

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

Copykrea is not responsible for delays in delivery when they are caused by the shipping company or by circumstances beyond our control, known as force majeure. However, if you selected priority production but your order was processed under standard production due to issues at our production facility, you may request a refund of the difference between the two services. In other words, we will refund the additional amount paid for priority production, minus the difference between the standard and priority shipping costs.

File handling

All files you send to Copykrea for printing will be handled with the utmost confidentiality. Only our production team and, if necessary, customer support staff will have access to them.

Files will be stored for 90 days from the date the order is placed. After this period, they will be permanently deleted.

Order cancellation

Once your order has been completed in our online printing service, it cannot be canceled (right of withdrawal). Cancellation or modification will only be possible if production has not yet started. To check the status of your order, contact our customer support team and they will let you know whether it can be canceled or modified.

Please note that your order through our printing service is a customized, made-to-order product, in accordance with Article 103 of Royal Legislative Decree 1/2007 of November 16, which approves the revised text of the General Law for the Protection of Consumers and Users and other complementary laws.

This right of withdrawal, with the limitations outlined above, is voluntarily offered to all consumers, including U.S. residents, as an additional guarantee, even when local legislation does not expressly provide for this right.

Warranty

Copykrea is not responsible for defects caused by negligence, impacts, improper use or handling, or normal wear and tear resulting from regular use of the products.