Terms

General Terms and Conditions of Sale

1.- PREAMBLE

These General Terms and Conditions of Sale are established between: on the one hand, the company AK DIGITAL PLASTIC SL, tax ID B56606015, Cami De Binifadet 15, 07710 Sant Lluis, Menorca (hereinafter referred to as SUSTAIN AWARDS); and on the other hand, any person placing an order (hereinafter referred to as the CLIENT). These conditions apply exclusively to consumers; resale of the purchased products is strictly prohibited. Placing an order implies the CLIENT’s full acceptance of these General Terms and Conditions of Sale, as well as any other terms specified in the order itself.

2.- PURPOSE

The purpose of these General Terms and Conditions of Sale is to define the terms of sale between the CLIENT and SUSTAIN AWARDS, from the placement of the order through delivery and payment, as well as after-sales service.

3.- PRODUCTS FOR SALE

We mainly sell trophies and the related services that ensure the highest quality of these items. Each product offered includes, in addition to a photograph, a description, details of its composition, and information regarding shipping and returns. Occasionally, due to manufacturing processes, certain pieces may vary slightly; therefore, the products may have small differences from those shown on the website. The descriptions are for guidance only and may change. We have made every effort to display the colours of our products as accurately as possible; however, please note that the colour of the product also depends on your screen resolution.

4.- ORDER

The CLIENT may place an order through the website www.sustainawards.co.uk by following the established procedure. To do so, the CLIENT must provide the requested personal information, unless already registered with a CLIENT number. Once the basket is validated, the CLIENT must select the delivery address and method, and confirm the payment method —this final step formalises the sales contract with SUSTAIN AWARDS. Once the order is placed, a confirmation email will be sent within 24 hours. If you do not receive this email, please check your spam folder. If you still cannot find it, contact us at [email protected]. You have the right to cancel your order at any time before it is customised and will receive a full refund. To cancel, send an email to [email protected] or call (+34) 652 971 155, Monday to Friday from 9:30 a.m. to 1:30 p.m. Include your order number and date in the message. If your order has already been shipped (i.e., it has left our store or warehouse), you will need to wait until delivery to cancel it through the right of withdrawal, subject to the terms and conditions detailed in the returns section below. Placing an order implies full and complete acceptance by the CLIENT of the prices, product descriptions, and the General Terms and Conditions of Sale, as well as any other terms specified in the order. All product orders are subject to availability. Once you have received our confirmation email, we cannot change the order details (product, quantity, or delivery address). Please carefully review all order information before confirming it. In the event of supply difficulties or if an item is out of stock, SUSTAIN AWARDS will inform the CLIENT within a maximum of twenty days. If supply issues arise or items are unavailable, SUSTAIN AWARDS will refund any amount paid by the CLIENT. Accordingly, your order may be cancelled subject to availability. There is a short interval between placing your order and our acceptance; therefore, stock levels may change. If an item becomes unavailable before we accept your order, we will notify you as soon as possible.

For customised orders in which the CLIENT provides the final graphic design for production, the CLIENT declares that they have reviewed, understood, and accepted the technical requirements and inherent limitations of the various printing techniques described on the page Design, Printing, and Engraving Guidelines for Trophies. SUSTAIN AWARDS shall not be held responsible for colour, finish, or outcome variations resulting from such technical limitations or from the characteristics or quality of the design files provided by the CLIENT.

5.- DELIVERY

The CLIENT may choose the delivery address for the purchased item or may request collection from one of the SUSTAIN AWARDS stores. Unless unforeseen or extraordinary circumstances arise, deliveries usually take between 2 and 5 working days after dispatch and are made by courier service. Please note that delivery times may be longer during certain periods of the year such as Easter, August holidays, Christmas, or public holidays, as well as during sales periods. We do not deliver to Ceuta, Melilla, or the Canary Islands, nor to P.O. boxes. Once your order has been shipped, you will receive an email notification. If you have not received this email after 7 working days, please contact us at [email protected]. You may specify a delivery address different from your billing address when placing your order. Once submitted, the delivery address cannot be changed. All orders require a signature upon delivery. Please ensure that someone is available at the delivery address to receive your order.

6.- PAYMENT

You may pay using major credit or debit cards such as Visa, Visa Electron, Maestro, and Mastercard, and you will be redirected to the PayPal page to complete your payment. Our website is secure, and the information you provide is transmitted using SSL encryption. For Visa and Mastercard payments, only Secure Electronic Commerce (CES) transactions are accepted. All transactions are conducted in Euros, and the prices displayed on the website include VAT.

7.- PRICES

All prices displayed on this website are exclusive of VAT and are stated in Euros. Prices between this website and our physical stores may vary, as our shops may launch local promotions that are not available online, or the online store may offer special discounts not available in-store.

8.- RETURNS POLICY

8.1.- EXCHANGES AND RETURNS

A. Items purchased through our website may be returned or exchanged by the CLIENT, provided they have not yet been customised. The CLIENT has 15 days to return the order for exchange or refund. The full amount paid will be refunded within 14 calendar days from the date we receive the returned product, in accordance with Article 76 of Royal Legislative Decree 1/2007 of 16 November.

8.2.- RIGHT OF WITHDRAWAL

Download and complete your Withdrawal Form. Clients who have made their purchase through this website have 14 calendar days from receipt of the order to cancel it. To exercise your right of withdrawal, you must notify us by email at [email protected]. After communicating your intention to withdraw, you have an additional 14 days to return the product. Returns may be made free of charge by mail. To return an item, package it properly and deliver it to any Correos office, indicating that you are making a Correos Express return and providing the code “retorno-SUSTAIN.” The CLIENT will only be liable for any diminished value of the goods resulting from handling other than that necessary to establish their nature, characteristics, or functioning. Accordingly, the item must be returned in perfect condition and in its original packaging. Returns will not be accepted for items showing clear signs of use or manipulation. In the event of withdrawal, we will issue a refund within 14 calendar days using the same payment method used for the original transaction. In any case, we may withhold the refund until we have received the returned goods.

8.3.- DEFECTIVE PRODUCTS AND WARRANTIES

The warranty issued by SUSTAIN AWARDS guarantees the quality of its products for the legally established period. Our warranty does not cover defects caused by misuse or improper handling by the CLIENT. Any item purchased in our stores or online that presents manufacturing defects prior to purchase will be replaced or refunded at no cost to the CLIENT, who may choose between: * a refund using the original payment method, or * a replacement product. This commercial warranty is additional and does not affect the rights granted to consumers and users under applicable consumer protection laws, as established in Royal Legislative Decree 1/2007 of 16 November (as amended by Law 3/2014 of 27 March).

9.- PROCESSING OF PERSONAL DATA

To access our privacy and cookie management policy, please refer to our PRIVACY POLICY section.

10.- INTELLECTUAL PROPERTY

All elements of the website sustainawards.co.uk, whether visual or audio, including the underlying technology, are protected by copyright, trademark, or patent law. For further information, please refer to our Legal Notice.

11.- COMMENTS, SUGGESTIONS AND COMPLAINTS

Comments and suggestions are welcome. Please send them through our contact form. In addition, official complaint forms are available to consumers and users. Complaints are handled via email at [email protected].

12.- EVENTS BEYOND OUR CONTROL

We shall not be liable for any failure or delay in performing our obligations when such failure results from events beyond our reasonable control (“Force Majeure”). Force Majeure events include any act, event, omission, or accident beyond our reasonable control, including but not limited to: a) strikes, lockouts, or other industrial actions; b) civil commotion, riot, invasion, terrorist attack or threat, war (declared or not), or threat or preparation for war; c) fire, explosion, storm, flood, earthquake, subsidence, epidemic, or other natural disaster; d) impossibility of using railways, ships, aircraft, motor transport, or other public or private means of transport; e) impossibility of using public or private telecommunications systems; f) acts, decrees, legislation, regulations, or restrictions of any government or public authority. Our obligations shall be suspended during the period of the Force Majeure event, and we shall be granted an extension equal to the duration of such event. We will use all reasonable means to bring the Force Majeure event to an end or to find a solution that allows us to fulfil our obligations despite it.

13.- ENTIRE AGREEMENT

These Terms and Conditions constitute the entire agreement between the parties. If any provision of these terms is deemed null or void, this shall not affect the validity of the remaining provisions.

14.- APPLICABLE LAW AND JURISDICTION

These terms shall be governed by Spanish law. For the resolution of any question, discrepancy, or dispute arising from the performance or interpretation of this Contract, the competent jurisdiction shall, in any case, be that of the consumer’s domicile. If the user is not acting as a consumer or user, the parties agree that jurisdiction shall lie with the Courts and Tribunals of the city of Burgos.

15.- ALTERNATIVE DISPUTE RESOLUTION

Without prejudice to the previous clause, and in accordance with EU Regulation No. 524/2013 of the European Parliament and of the Council of 21 May 2013, SUSTAIN AWARDS provides users with access to the European Commission’s Online Dispute Resolution platform, available at: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show&lng=EN