# Returns Policy

Last updated: April 2024 · Applicable to all orders placed with BOXIFY, S.L.

At Boxify we work with personalised corporate merchandise products with the logo, designs or specifications of each client. Since most of our items are made to order, the return conditions differ depending on the type of product. Please read this policy carefully before confirming your order.

## ✕ Personalised products — No right of return

Legal basis: Art. 103.c of Royal Legislative Decree 1/2007

Products manufactured according to the client's specifications (with logo, texts, corporate colours or other personalisation elements) **do not accept returns or exchanges** , except in the cases indicated below. This includes, but is not limited to:

- T-shirts, sweatshirts, caps or any textile with personalised embroidery or screen printing.
- Bags, backpacks, notebooks or other accessories with printed or engraved logo.
- Kits or welcome packs assembled according to the client's design.
- Items with personalised packaging or labelling.
- Any product manufactured or configured to order.

**Exception:** We do accept claims and replacements when the defect is attributable to Boxify: error in the applied design, printing or manufacturing failure, or damage during transport managed by us. 

## ✓ Non-personalised products — 14 calendar days

For stock items without any personalisation, we accept returns within **14 calendar days** of receiving the order, provided these conditions are met:

- The product has not been used or washed.
- It is in perfect condition and with its original unopened packaging.
- The client has previously communicated the return to our team and has received confirmation.

Return shipping costs are at the client's expense, unless the reason is an error or defect attributable to Boxify.

## Claims for manufacturing defects or our error

If your order arrives with a manufacturing defect, incorrect personalisation or damage caused by transport, you have **10 working days from delivery** to report it. After that period, we will not be able to process the claim.

To process it, write to us at **hola@boxify.es** stating:

- Order number or campaign reference.
- Clear description of the problem.
- Photographs showing the defect (these are essential to speed up resolution).

Once the incident has been assessed, Boxify will decide between **replacing the defective units** or issuing a credit, at its discretion and depending on the case. Returns without prior approved communication will not be accepted.

## Production tolerances

For personalised orders with a minimum quantity, a variation of up to **±5%** on the quantity ordered is standard in the sector. This difference is not considered a defect and does not give rise to a right of return.

If the quantity delivered differs by more than that margin, contact us and we will resolve it by credit or replacement.

## Order cancellation

You may cancel an order at no cost if production has not yet started. Once design, preparation or production work has begun, the following charges will apply:

- **Design and preparation work:** 55 € + VAT.
- **Production started:** proportional cost of the work already carried out, to be determined on a case-by-case basis.

## How to start a return?

1. **Contact us before sending anything:** write to us at **hola@boxify.es** with your order number and the reason.
2. **Wait for our confirmation:** we will review your case and let you know if it is applicable and how to proceed with shipping.
3. **Send the product:** in its original packaging and in perfect condition, to the address we provide. Without our prior authorisation we will not process the return.
4. **Resolution:** once the goods have been received and verified, we will issue the credit or manage the replacement within a maximum period of 14 working days.

## Legal basis

This policy is governed by **Royal Legislative Decree 1/2007 of 16 November** , approving the Consolidated Text of the General Law for the Defence of Consumers and Users. In particular, **article 103.c** establishes that the right of withdrawal shall not apply to the supply of goods made to the consumer's specifications or clearly personalised.

### Do you have any questions?

Our team is available Monday to Friday, from 9:00 to 18:00. Write to us at [hola@boxify.es](mailto:hola@boxify.es) and we will help you resolve any issue.