In short
- You have 14 days from receiving the last item to withdraw, without giving a reason.
- Tap “Withdraw from the order” in the app, or send us the form on this page.
- Send the parcel, at your cost, to within 14 days, with a note inside giving the order number.
- We refund the price and, if you return the whole order, the original standard shipping as soon as we receive the parcel or you send us the proof of posting, whichever comes first, and at most 14 days after your withdrawal.
- Summit prints and other personalised products can't be returned by withdrawal, but they are covered by the guarantee.
- If something arrives faulty or doesn't arrive, we send you another one free.
1. Your right of withdrawal
You can withdraw from your purchase within 14 days without giving any reason. The period starts on the day you, or someone you name other than the carrier, receive the last item of the order. If the order arrives in several parcels, it counts from the last one.
You can withdraw from the whole order or only from some items. You can also do it before it arrives; since the product is already being made, it will still reach you and you will need to return it as explained below.
2. Exception: personalised products
There is no right of withdrawal for products made to your specifications or clearly personalised (article 103(c) of the Spanish consumer protection law, TRLGDCU).
Summit prints are such products, made from your photos in the order, border and cover you choose. Before you pay for a personalised product, the cart tells you so and asks you to confirm.
Personalised products have the same legal guarantee as any other: if they arrive faulty or misprinted, we replace them.
3. How to withdraw
Just tell us your decision before the period ends, in any of these ways:
- In the app: open the order in “My orders”, tap “Withdraw from the order” and choose the items. This is the quickest way.
- By email to hello@fescims.com, with the form below or any message that clearly says you are withdrawing.
- By post to , .
We confirm receipt by email without delay, together with the return address and instructions.
4. Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract)
- To , , hello@fescims.com:
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
- Ordered on (*)/received on (*):
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is notified on paper):
- Date:
(*) Delete as appropriate.
5. How to return the products
- Send the items to this address: .
- Do it without undue delay and at the latest within 14 days of telling us you are withdrawing.
- You pay the return postage (article 108 TRLGDCU). We recommend a tracked service (Correos, SEUR, GLS or MRW, for example), because it proves you sent it; keep the receipt.
- Pack the items well and put a note inside with the order number (it starts with “C-”).
- Add a photo of the posting receipt or the tracking number to the order, in the app. With the proof, we don't wait for the parcel to arrive before refunding you.
- You may try on or examine the products as you would in a shop, as far as needed to establish their nature, characteristics and functioning. You are liable for any loss in value caused by handling them beyond that (for example, if you washed or wore them) (article 108.1 TRLGDCU).
6. Your refund
We refund what you paid for the returned items (after the coupon, if you used one). If you return the whole order, we also refund the standard shipping you paid, but never the extra cost of a delivery method other than standard.
We refund within 14 days of your withdrawal, but we may wait until we receive the products or you give us proof that you sent them, whichever comes first (article 107.3 TRLGDCU).
We refund to the payment method you used, at no cost to you.
If the products arrive damaged, used or not as we sent them, because of handling beyond what is needed to check them, we refund only part or nothing, according to the loss in value, and email you the reason.
7. Faulty or misprinted products
Every product has a 3-year legal guarantee from delivery. If something arrives faulty, damaged or misprinted:
- Within 30 days of delivery, tap “Report a problem” on the order, choose the items and add a photo that shows the problem. We send you a new one free and you don't have to return the faulty one.
- If the replacement also arrives faulty, we refund that item.
- Summit prints are made just for you, so the first remedy is to reprint them free of charge. If the reprint also arrives faulty or doesn't arrive, you choose between another free reprint or a refund for those prints (or a price reduction).
- After those 30 days, and for the whole guarantee period, write to hello@fescims.com with a photo. You are entitled to a free replacement or repair and, if neither is possible or fixes it, to a price reduction or your money back.
8. Orders that don't arrive
If a parcel hasn't reached you 21 days after it was shipped, or the carrier marks it as delivered and you don't have it, tap “I haven't received it” on the order. We send you another one free. If that one doesn't arrive either, we refund you. Summit prints travel by untracked standard post: we reprint them free first and, if the reprint doesn't arrive either, you choose between another free reprint or a refund.
The app makes this automatic reship once per account every 12 months. If it happens again, write to hello@fescims.com: the parcel is at our risk until you receive it, and we will still sort it out.
9. Abuse
If, within 12 months, an account builds up more than 2 incidents in which we confirm misuse (for example, returns that arrive used or damaged, or claims that turn out to be untrue), we may stop selling to it, after reviewing the case and hearing from you at hello@fescims.com. Withdrawing or using the guarantee in good faith never counts towards this limit. Your rights on orders already placed don't change.
Full terms: Terms of sale.