Returns/Exchange Policy

Summary

Its important to us that you’re happy with your purchase. However, if not - you have 5 business days to change or return your order, counting from the day of receipt.

In order for a product to qualify for a return, it must be in perfect, unused condition and returned in its original packaging. In no case will Shipping costs be reimbursed. Items are returned at the purchasers expense. We do not reimburse the cost of returning an item.

It is important to note that we cannot accept exchanges or returns on products that have been customized, tailored or personalized in any way or manner.*

More information:

The deadline for making a return or exchange is within five business days of receiving the product.
We cannot make changes or accept returns on products that have been customized, tailored or personalized in any way or manner.*
Digital goods and services will not be reimbursed once a design draft, proof or any deliverable have been sent, shown and/or viewed by the client and/or purchaser.

The product to be returned must be in its original packaging, in perfect condition and with the corresponding labels.

To make a return you must contact us first. Then, if your case meets the above qualifying conditions, we will provide you with a shipping address for return. Please do not send goods to any address other than the one we specifically supply you for returns, otherwise we cannot guarantee acceptance or reception of the package.

Any items or products to be returned must be sent via tracked, registered shipping so we can confirm receipt.

Once we receive the package in our studio and confirm that it qualifies for a refund and is in good condition, we will proceed to make the return. You will be refunded the value of the product by the same means in which it was made (PayPal, Bank transfer or Credit card). Shipping costs are not refundable.

We do not make changes or accept returns on items marked with a reduced and/or sale price.

When an exchange is to be made, it is to be made for a product of equal or greater value.
In the case of greater value, the purchaser is required to pay the difference in cost.

In the case of the desired product for a change being out-of-stock, a refund will be processed instead - provided the product qualifies for a refund.

It is essential that returned products are in their original packaging and arrive in the same conditions as which we sent them to you. In the case that the returned goods are dirty, damaged, used then no refund or exchange will be made. If its a case that a refund or exchange has been rejected, then we can ship the goods back to you, however the return shipping is the responsibility of the client and the terms for claims is 15 days from notifying us.

If a purchase is made and later a qualifying exchange is made when the product is at a lower price – the product will be exchanged, however the difference in between the original purchase prices and the lower/discounted price will not be refunded/paid.

IMPORTANT:

If you need to make a change of one of our products and at the time of return it has a lower price, the product will be exchanged for the model you need; but the difference between the price at which you purchased the product and the discounted price will not be paid.

Also, if you need to make a change with one of our products and at the time of return it has a higher price, the product will be exchanged for the model you need; but you will not receive the difference between the price at which you purchased the product and the price at the time of return.

* According to the provisions of article 103 of Law 3/2014, of March 27, which modifies the consolidated text of the General Law for the Defense of consumers and Users, supplies of services or goods made according to the specifications of the consumer or clearly personalized, or that, by their nature, cannot be returned or can deteriorate or expire quickly, are exempt from withdrawal.

DIGITAL PRODUCTS & CUSTOM DIGITAL SERVICES

Due to the bespoke nature of our work, different cancellation and refund conditions apply to custom digital products and services. This section applies to Digital Save the Dates, Digital Wedding Invitations, animated invitations, invitation videos, digital artwork, illustrations, monograms, crests, logos and other made-to-order digital deliverables.

CUSTOM-MADE PRODUCTS

Our digital products are created specifically for each client using their personal information, wedding details, wording, preferences and requested design direction.

They are pre-made products that can simply be returned and resold to another customer.

CANCELLATION BEFORE WORK BEGINS

If you wish to cancel your order, please contact us in writing as soon as possible. Where no custom design, artwork or creative work has begun, we will assess the cancellation and any applicable refund in accordance with the terms of your order and any mandatory consumer rights that apply.

Any booking fee or non-refundable deposit will be clearly identified before payment.

CANCELLATION AFTER CUSTOM WORK HAS BEGUN

Once Lettering by GRG has begun custom design, artwork, illustration, animation or other creative work specifically for your order, cancellation and refund rights may be limited.

Because this work is created specifically for the individual client and cannot ordinarily be resold, payments for work already performed are non-refundable except where otherwise required by applicable law.

This includes situations where the client subsequently changes their mind, wedding plans, wedding date, venue, design preferences or decides that they no longer wish to use the completed product.

AFTER A DESIGN PROOF HAS BEEN PROVIDED

Once a custom design proof has been created and provided to the client, a substantial part of the bespoke design service has been performed. Refunds will therefore not be provided for custom design work already completed, except where required by applicable law.

AFTER CLIENT APPROVAL

Once a client has approved a proof, that approval authorizes Lettering by GRG to proceed based on the information and design shown. Changes requested after approval are not grounds for a refund where the relevant wording, information, artwork or design element was visible in the proof approved by the client.

Where possible, we will make additional changes at an additional fee.

AFTER FINAL ANIMATION OR RENDERING HAS BEGUN

For Digital Save the Dates, Digital Invitations and other animated products, once the client has provided final approval and final animation, editing or rendering has begun, payments relating to the completed work are non-refundable except where required by applicable law.

Changes requested after this stage may incur an additional fee because previously completed production work may need to be modified or recreated.

AFTER FINAL DELIVERY

Due to the bespoke nature of our digital products, refunds are not provided after the final digital product has been delivered. A digital product is considered delivered when the final file, video, PDF, download link or other agreed deliverable has been sent or otherwise made available using the contact information provided by the client.

The client's decision not to download, use, send or publish the completed product does not constitute non-delivery and does not create an entitlement to a refund.

APPROVED CONTENT

Refunds will not be provided solely because a client subsequently wishes to change an element that was clearly presented in a proof and approved by the client. Clients are responsible for reviewing all proofs carefully, including names, surnames, spelling, dates, times, locations, wording, punctuation, fonts, artwork and overall layout.

If an error in the final product was introduced by Lettering by GRG after the client's final approval and differs from the approved proof, we will correct that error at no additional charge.

DIGITAL FILES CANNOT BE RETURNED

Unlike physical products, digital products cannot be physically returned once they have been supplied. For this reason, we do not offer returns or exchanges of delivered custom digital files. This does not affect any mandatory consumer rights that may apply where a product or service has not been supplied as agreed.

INTERNATIONAL ORDERS, APPLICABLE LAW & CONSUMER RIGHTS

Lettering by GRG is based in Madrid, Spain and provides products and services to clients worldwide.

By placing an order with Lettering by GRG and accepting our Shop Policies and Return & Cancellation Policy, the client agrees to be bound by the terms and conditions applicable to their order, including our payment, cancellation, revision, approval, production and refund terms.

Unless otherwise required by applicable mandatory law, contracts entered into with Lettering by GRG shall be governed by the laws of Spain.

For international clients, certain mandatory consumer protection rights may apply based on the client's country of residence and the circumstances of the transaction. Where applicable law provides a consumer with rights that cannot legally be excluded, waived or restricted by contract, those mandatory rights will prevail over any conflicting provision of our policies.

Nothing in these policies is intended to exclude or restrict any mandatory consumer rights that cannot legally be excluded or restricted under applicable law.