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, ou may request repair, replacement or refund, in accordance with applicable consumer protection laws.  You have a period of 30 calendar days.

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 provided that the defect is attributable to Copykrea and not to errors in the files provided by the user, 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.

At Copykrea, we shall not be responsible for delays attributable to third parties or force majeure events, to the extent permitted by applicable law if the delivery of the prints does not take place within the estimated timeframe due to reasons attributable to the transport company or circumstances beyond our control, known as "force majeure". However, if you have selected the priority production method but receive it as the standard production method due to issues at our production centre, you may request a refund of the difference between the two methods. That is, we will reimburse you for the additional cost you paid for the priority production service, deducting from the refund the difference between the shipping costs of the standard and priority production methods.

Treatment of your files

All files that you send us to Copykrea for printing will be treated with the utmost confidentiality. Access to such files will be limited to authorized personnel strictly necessary for the provision of the service or resolution of incidents.

The files will be retained for a period of up to 90 days, unless a longer retention period is required or permitted by applicable law.

Cancellation of order (withdrawal)

In our online copy service you can cancel your order (order cancellation policy) 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 the products are customized and made to the user's specifications, and therefore may not be eligible for cancellation once production has started, in accordance with applicable Canadian consumer protection laws.

This right of withdrawal, with the limitations indicated, is voluntarily offered to all consumers, including those residing in Canada, as an additional guarantee, even where such cancellation rights are not expressly required under applicable Canadian law.

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.