SHIPPING

During checkout, the customer will be presented with:

• the available shipping zones;

• the available delivery methods;

• the applicable shipping costs.

Production and Delivery Times

a) The estimated production and delivery time is generally 5 to 7 business days after payment confirmation, unless otherwise stated on the product page.

b) Some personalized products may have longer production times, namely between 7 and 10 business days, to which shipping time is added.

c) Production and delivery times are merely indicative and may vary due to circumstances beyond Grafipronto’s control, including logistical constraints, carrier delays, production peaks, payment processing times, or force majeure events. No compensation or liability may be claimed for failure to meet estimated timeframes.

d) Production and delivery time estimates do not constitute valid grounds for cancelling personalized product orders.

e) As the goods are intended for the final consumer, the risk of loss or damage is transferred to the customer when they, or a third party designated by them, take possession of the goods.

f) Upon delivery, the customer must inspect the order and immediately report any visible damage to the carrier, which must be noted on the delivery receipt.

g) In the event of hidden damage, the customer must notify Grafipronto in writing within 24 hours, using the contact details available on the website.

IN-STORE PICKUP

When placing an order, the customer may choose In-Store Pickup, free of charge, collecting the products at one of Grafipronto’s physical stores.

a) The estimated production time is 5 to 7 business days after payment confirmation, unless otherwise stated on the product page.

b) The indicated timeframes are merely indicative and may not be used as grounds for cancelling orders, particularly for personalized products.

c) Product conformity must be verified at the time of pickup. Any anomaly must be reported immediately or, at the latest, within 72 hours, in writing, via the contacts available on the website or by email to site@grafipronto.pt.

d) Returns of personalized products are not accepted, except in cases expressly provided for in these Terms and Conditions.

e) After notification by email or SMS that the order is ready for pickup, the customer has 7 business days to collect the order.

After this period, Grafipronto reserves the right to:

• consider the order as collected;

• disclaim any responsibility for storage conditions, product integrity, quality, or damage detected thereafter;

• disclaim responsibility for any loss or disappearance of the order.

If the customer is unable to collect the order within the indicated timeframe, they must contact Grafipronto in advance to assess an alternative solution.

RETURNS, CANCELLATIONS AND RIGHT OF WITHDRAWAL

Products purchased in physical stores

Returns of goods purchased in Grafipronto physical stores are not accepted, except in cases of proven defects exclusively attributable to Grafipronto.

Distance purchases – General regime

For distance purchases, the consumer has a period of 14 days to exercise the right of withdrawal, in accordance with applicable consumer protection laws, except in legally excluded situations, namely those applicable to customized or personalized goods.

Exclusion of the Right of Withdrawal – Personalized Products

The right of withdrawal does not apply to:

a) Goods made according to the customer’s specifications or clearly personalized;
b) Products whose production process has already begun;
c) Products that are damaged, used, or show signs of wear;
d) Sealed goods that are not suitable for return for health or hygiene reasons once opened;
e) Digital content once it has been executed or downloaded.

Accordingly, personalized products sold by Grafipronto may not be returned or refunded once production has started, except in cases expressly provided for in these Terms and Conditions.

Cancellation of Personalized Orders

Exceptional cancellation period (up to 24 hours)

Grafipronto allows, on an exceptional and voluntary basis, the cancellation of personalized product orders within a maximum period of 24 hours after payment confirmation, provided that production has not yet started.

The customer expressly acknowledges that production may begin immediately after payment confirmation, depending on internal production scheduling and the speed at which payment confirmation is received.

Once production has started, the order can no longer be cancelled or modified, even if the 24-hour period has not yet elapsed.

Cancellation after production has started

Once production has begun:

• The order may no longer be cancelled.

• The product price is non-refundable;

• Only the shipping costs may be refunded, provided they have not yet been used.

The customer expressly acknowledges that personalized products are produced exclusively according to their specifications and that cancellation after production has begun would result in direct and irreversible loss for Grafipronto.

Returns due to Grafipronto’s error

Grafipronto will only accept returns, reprints, or replacements when:

• There is a critical, evident, and proven defect;

• the error is exclusively attributable to Grafipronto.

• the delivered product does not correspond to the specifications approved by the customer.

In such cases, the customer must contact Grafipronto within 48 hours after receipt, providing a detailed description and clear photographic evidence of the defect.

After analysis, Grafipronto reserves the right to choose between reprinting, replacement, or refund, as applicable.

Customer Responsibility

The customer is fully responsible for:

• the files, texts, images, and content submitted;

• verifying spelling, dimensions, colours, and finishes;

• The accuracy and completeness of the specifications provided.

Submitting an order constitutes express confirmation that all provided data is correct and approved.

Grafipronto shall not be held responsible for errors resulting from low-resolution files, spelling mistakes, incorrect specifications, or colour differences arising from technical printing limitations or screen display variations.

Chargebacks and Paypal Payment Disputes

By placing an order on the Grafipronto online store, the customer expressly acknowledges and agrees that:

• The order concerns custom-made and personalized goods;

• Production may begin immediately after payment confirmation, regardless of the 24-hour cancellation period.

• The 24-hour cancellation period is a maximum tolerance period and applies only if production has not yet started.

• Once production has started, the order cannot be cancelled, and the product price is non-refundable.

• this policy complies with applicable consumer protection laws regarding customized goods.

The customer expressly authorizes Grafipronto to begin the execution of the service (production of personalized goods) immediately after payment confirmation and acknowledges that this authorization results in the loss of the right to request a chargeback, payment reversal, or refund based on cancellation, change of mind, or lack of need for the product.

In the event of a payment dispute, chargeback, or claim filed with Shopify Payments, PayPal, or any card issuer, these Terms and Conditions shall be used as primary evidence of customer consent, authorization, and acceptance of the production start policy.

Customer Support and Returns Contact

Any request must be made in advance via:

• producao@grafipronto.pt

• +351 223 235 586

No returns or shipments shall be sent without prior contact and express authorization from Grafipronto.