Order & Refund Policy

1. How an order works, step by step

So you always know what's happening with your order, here's the full journey:

• You configure your product (size, finishes, quantity) and add your design: upload it, create it with the online editor or choose our professional design service.
• You pay securely with card, Bizum or Klarna. Payment confirms the order.
• We validate the artwork. If you added the product without a design, you set it up afterwards from the order details. When it's ready, you confirm it (see point 3).
• Production. Once the design is confirmed and validated, the order enters production. From this point it can no longer be cancelled.
• Shipping and delivery, with tracking. We email you at every status change.

2. Personalised (made-to-order) products

All our products are made to order according to your specifications and design. Under article 103.c) of Royal Legislative Decree 1/2007, the 14-day right of withdrawal does not apply to personalised products or those made to your specifications.

This does not affect your rights if the product arrives defective or with an error attributable to us (see point 5), nor your ability to cancel before the order enters production (see point 4).

3. Your design and the 30-minute confirmation window

If you buy a product and provide the design after payment, once it's ready you must confirm it to send it to production. On confirming, a 30-minute window opens during which you can keep making changes: edit your design and save it again, and the timer resets.

After those 30 minutes with no further changes, the design is locked automatically, can no longer be edited and the order goes to production. We recommend reviewing your design carefully (text, spelling, sizes and colours) before the window ends.

4. Cancelling your order

You can cancel your order, with a full refund, as long as it has not yet entered production. You'll find the «Cancel order» button in the order details while cancellation is possible.

• When you can cancel: while the order shows as «Pending» or «Ready to produce» and, where applicable, before the design confirmation window closes.
• Refund: we refund the full amount paid to the same payment method. The refund usually takes 5 to 10 business days to appear, depending on your bank.
• When you can no longer cancel: once the order is «In production», «Shipped» or «Delivered», the button disappears and cancellation is not possible, as manufacturing has begun.
• How it's confirmed: when you click «Cancel order» we'll ask for confirmation. After you accept, we start the refund and send you a confirmation email.

5. Returns for issues (defective or wrong product)

If you receive a defective, damaged or incorrect product due to an error on our part, we fix it at no cost to you.

• Deadline to report: contact us within a maximum of 14 calendar days of receipt, at info@novagrafix.es, attaching photos of the issue and your order number.
• Resolution: depending on the case, we reprint the order at no cost or refund the corresponding amount.
• Does not cover customer errors: we cannot take responsibility for errors in the design you provide (typos, incorrect text, low resolution, out-of-gamut colours or elements cut off due to missing bleed).

6. Legal guarantee

All products carry the legal guarantee of conformity under RLD 1/2007. If a product is non-conforming due to a defect attributable to us, you are entitled to its remedy (reprint) and, where applicable, to a price reduction or contract termination.

7. Professional design

If you hire our professional design service, our team creates your design and includes 2 free revisions. The design service fee covers the creative work performed; once started and the first proposal delivered, that fee is non-refundable, without prejudice to your right to cancel the order before it enters production under point 4.

8. Shipping times

Production and delivery times are estimates and are shown on each product and in the order summary. We ship to mainland Spain, the Balearic and Canary Islands, Ceuta and Melilla, with free shipping from €65 on mainland orders. Times do not include possible carrier delays or force majeure.

9. How to request a cancellation or return

To cancel an order before production, use the «Cancel order» button in your order details. For an issue (defective or wrong product) or any question, email us at info@novagrafix.es with your order number.

10. Online dispute resolution

Under Regulation (EU) 524/2013, the European Commission's online dispute resolution platform is available to you: ec.europa.eu/consumers/odr.