1. In short
Every card is made only for you, so we cannot resell it or reuse it. That is why we do not accept returns for change of mind. In exchange:
- You can cancel at no cost at any point before you approve the design preview.
- We never print anything without your approval first.
- If the fault is ours, we fix it: reprint or refund, and we cover the shipping.
2. Cancelling your order
Before approving the preview: email us at info@cardsgoat.com with your order number and we will cancel it and refund you in full.
After approving it: the card goes into production and can no longer be cancelled. If you have just approved it and changed your mind, email us straight away anyway: if it has not gone to print yet, we will do our best to stop it.
3. Why there is no right of withdrawal
Spanish consumer law grants 14 calendar days to withdraw from a distance purchase, but it expressly excludes goods made to the consumer's specifications or clearly personalised (article 103.c of the consolidated Consumer Protection Act).
Our cards carry your photo, your name and your stats, so they fall squarely within that exception.
This does not limit your rights if the product arrives in poor condition. That is what the next section covers.
4. What we always cover
We take care of it, at no cost to you, in these cases:
- Manufacturing or printing defect: colours misapplied, faulty cut, damaged material.
- Damage in transit: the card arrives broken, bent or dented.
- Our mistake: the card you received does not match the design you approved.
- Lost order: the shipment does not arrive within a reasonable time and the carrier confirms it is lost.
Slight colour differences between your screen and the print, and any lack of sharpness caused by a low-resolution original photo, are not considered defects.
5. How to make a claim
Email us at info@cardsgoat.com with:
- Your order number.
- A short description of the problem.
- Photos of the card and, if it was damaged in transit, of the packaging too.
For visible transit damage, tell us within 14 calendar days of receiving the order. For any other lack of conformity you have the 3-year legal guarantee from delivery.
You do not need to send anything back on your own or pay for shipping before speaking to us.
6. How we resolve it
We review your case and reply within a maximum of 5 business days. Depending on what happened, we will offer you:
- A free reprint of the card, which is the usual route and normally the fastest.
- A refund, if you prefer that or if we cannot replace the product.
When the fault is ours, we cover the return shipping costs. In many cases you do not even need to send the card back: the photos are enough.
If we do ask you to send it back, the return address is: Mariano Perez Vangioni — Calle Vientos del Sur 6, 29649 Mijas (Málaga), Spain. Please do not send anything without contacting us first: we need to log your case in order to reimburse the postage.
7. Refunds
Where a refund applies, we issue it to the same payment method you used, at no cost to you, and within a maximum of 14 calendar days of accepting your claim.
How long it then takes to appear in your account depends on your bank or payment provider.
8. 30-day satisfaction guarantee
On top of what the law requires, we make our own commitment: if something is not right with your card, we will put it right within 30 days of delivery. It is a voluntary commercial guarantee, additional to the 3-year legal guarantee, and it neither replaces nor reduces it.
9. Wrong address or uncollected order
Please double-check your address before completing your purchase. If a shipment comes back because the address was wrong or because it was not collected in time, we will resend it once the shipping costs are paid again.
If you spot an address error right after buying, email us as soon as you can: as long as the order has not shipped, we will correct it at no cost.
10. Talking to us
For any question about a return, email us at info@cardsgoat.com. You can also read our Terms and Conditions.