Cancellation Policy

1. General Information

At Punto y Arte, we want the purchase process to be clear, secure, and transparent. In this Cancellation Policy, we explain when an order can be canceled, how to request a cancellation, and what happens if the order has already been prepared, shipped, ordered from the supplier, or delivered.

This policy applies to orders placed on our online store www.puntodecruzyarte.com and should be read in conjunction with our Terms of Service, Shipping and Delivery Policy, Exchange and Returns Policy, and other conditions published on the website.

2. Difference Between Cancellation and Withdrawal

Order cancellation refers to the request to annul a purchase before the order has been prepared, shipped, or specially managed.

The right of withdrawal refers to the consumer's legal right to return an order after receiving it, within the corresponding legal period and in accordance with applicable regulations.

Therefore, a cancellation request may not always be processed if the order is already in advanced preparation, has been shipped, has been specially ordered from the supplier, or is already in the hands of the shipping company.

3. Cancellation Before Order Preparation

The customer can request an order cancellation as long as it has not yet been prepared, shipped, specially ordered from the supplier, or managed in a way that has already generated costs.

To request a cancellation, the customer must contact Punto y Arte as soon as possible, indicating the order number and the email address used for the purchase.

If cancellation is possible, we will process the order annulment and the corresponding refund using the same payment method used for the purchase, unless otherwise agreed with the customer.

4. Orders Already Prepared or Shipped

If the order has already been prepared, packed, handed over to the shipping company, or shipped, cancellation may not be possible.

In that case, the customer may exercise, if applicable, their right of withdrawal once the order is received, in accordance with our Exchange and Returns Policy.

Refusal of delivery or failure to collect the package will not automatically be considered a valid order cancellation.

5. On-Demand Products

Products marked as "on-demand" may be specially ordered from the supplier, distributor, or manufacturer after receiving the customer's order.

The customer may request the cancellation of an on-demand product as long as it has not yet been ordered, reserved, prepared, or managed with the supplier.

Once the product has been specially ordered, prepared by the supplier, shipped to our facilities, or reserved for the customer, cancellation may not be possible or may be subject to the costs already incurred.

If the on-demand product is finally unavailable, Punto y Arte will contact the customer to offer an alternative, wait for restock, or process a refund for the unavailable product.

6. Custom or Specially Prepared Orders

Customized, modified, specially manufactured products, prepared according to specific customer instructions, or clearly adapted to their specifications may be excluded from the right of withdrawal, in accordance with applicable regulations.

If a product has special cancellation conditions, it will be indicated on the product page or communicated to the customer before processing, when applicable.

7. Digital Products

Digital products, downloadable patterns, PDF files, embroidery application files, or other digital content cannot be canceled or refunded once access, download, or digital delivery of the content has begun, provided that the customer has expressly accepted the loss of the right of withdrawal in accordance with applicable regulations.

8. Orders with In-Stock and On-Demand Products

If an order contains both in-stock and on-demand products, cancellation will be assessed based on the status of each product.

It may happen that one part of the order can be canceled and another part cannot, if some products have already been prepared, shipped, reserved, or ordered from the supplier.

In these cases, Punto y Arte will inform the customer of the available options.

9. Uncollected Orders or Refused Delivery

If an order has been shipped correctly and the customer does not collect it, refuses delivery, or fails to respond to notices from the shipping company, the order will not be automatically considered canceled.

If the package is returned to Punto y Arte due to absence, failure to collect, refusal of delivery, incorrect address, or incomplete data provided by the customer, once the package is received back and its condition verified, we may process the corresponding refund.

In these cases, shipping costs, return costs, and other transport costs generated by reasons not attributable to Punto y Arte may be deducted, always in accordance with applicable regulations.

If the customer wishes to receive the order again, they must pay the new corresponding shipping costs.

10. Right of Withdrawal

The consumer customer generally has a period of 14 calendar days from the receipt of the product to exercise their right of withdrawal, unless legally provided exceptions apply.

To exercise this right, the customer must clearly communicate their decision within the corresponding legal period.

Simply not collecting the package, refusing delivery, or automatic return by the carrier will not, by itself, be considered a valid communication of withdrawal, unless the customer has expressly communicated their decision within the legal period.

In case of withdrawal, the direct costs of return will be borne by the customer, unless Punto y Arte has agreed to bear them or the return is due to an error attributable to our company.

You can consult the complete conditions in our Exchange and Returns Policy.

11. Refunds for Cancellation

If the cancellation is accepted before the order preparation or shipment, the refund will be made using the same payment method used for the purchase, unless otherwise agreed with the customer.

The time to receive the money may vary depending on the bank, PayPal, card, or other payment provider.

If the cancellation affects only part of the order, only the amount corresponding to the canceled products will be refunded, and the rest of the order will be maintained if applicable.

12. How to Request a Cancellation

To request an order cancellation, the customer must contact us as soon as possible and indicate:

• order number;

• first and last name;

• email address used for the purchase;

• reason for the request, if they wish to indicate it.

The request can be sent through the contact methods available on our website.

We will review the order status and respond indicating whether cancellation is possible or if the order is already prepared, shipped, or managed.

13. Contact

For any questions related to order cancellation, you can contact us:

Punto y Arte
A Luca Rusu S.L.
Email: puntoyarte8@hotmail.com
Phone / WhatsApp: +34 610 094 234
Address: C. Monsacro 26 A, Santa Eulalia de Morcín, Asturias, Spain