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Terms and Conditions of Sale
1. Service Provider Identification (Law 34/2002, LSSI-CE, Art. 10)
1.1. Owner of the website sustainawards.com and party to the contractual relationship: AK DIGITAL PLASTIC, S.L., operating under the trade name Sustain Awards (hereinafter, "Sustain Awards" or the "Seller").
1.2. Tax ID (NIF): B56606015. Registered office: Camí de Binifadet, 15, 07710 Sant Lluís, Menorca (Balearic Islands), Spain. Registered with the Commercial Registry of Menorca, Volume 211, Folio 142, Sheet IM-8025.
1.3. Contact: info@sustainawards.com — (+34) 652 971 155.
2. Purpose and Scope of Application
2.1. These Terms and Conditions govern the design, manufacture, customization, sale and delivery of trophies, plaques, medals and other recognition items, as well as the related services (design, prototyping, engraving, printing, assembly and logistics).
2.2. Two contractual regimes with different conditions are established: (A) Custom Orders (Clause 7) and (B) Personalized Stock Orders (Clause 8). Clauses 1 to 6 and 9 to 21 apply to both regimes unless expressly stated otherwise.
2.3. The recipient ("the Customer") may be a business or professional acting within the scope of its business activity ("Business Customer" or B2B) or a consumer within the meaning of Article 3 of the Spanish Consolidated Consumer Protection Act (TRLGDCU) ("Consumer" or B2C). Sustain Awards primarily operates on a B2B basis.
2.4. Acceptance of a quotation or placement of an order implies full acceptance of these Terms and Conditions.
3. B2B / B2C Nature and Right of Withdrawal
3.1. Business Customers (B2B). There is no right of withdrawal. This right is exclusively granted to consumers pursuant to Article 102 of the TRLGDCU and does not apply to legal entities or professionals acting within the scope of their business activity. The contractual relationship shall be governed by these Terms and Conditions, the Spanish Commercial Code and the Spanish Civil Code.
3.2. Consumers (B2C). As a general rule, consumers have a period of 14 calendar days to exercise their right of withdrawal (Article 102 of the TRLGDCU). However, the right of withdrawal does not apply to goods manufactured according to the consumer's specifications or clearly personalized (Article 103.c of the TRLGDCU; Article 16.c of Directive 2011/83/EU). As all Sustain Awards products are manufactured to order or personalized according to the Customer's instructions, the right of withdrawal does not apply.
3.3. This exclusion applies regardless of whether Sustain Awards has already started performing the order (Judgment of the Court of Justice of the European Union of 21 October 2020, Case C-529/19, Möbel Kraft).
3.4. Sustain Awards shall clearly inform the Consumer, prior to the conclusion of the contract, that the product is personalized and that the right of withdrawal is therefore waived. This information shall be acknowledged by means of a specific acceptance checkbox or an equivalent declaration.
4. Formation of the Contract, Quotations and Pro Forma Invoices
4.1. Quotations and pro forma invoices constitute an offer and remain valid for [30] calendar days from the date of issue, unless otherwise stated in the relevant document. After this period, the offer shall expire and prices may be revised.
4.2. The contract is concluded upon the Customer's written acceptance of the quotation and, where applicable, upon payment of the advance referred to in Clause 7. Electronic confirmation shall be governed by Articles 23 et seq. of the LSSI-CE.
4.3. Catalogues, images, renderings and descriptions are for guidance only. The colors displayed on screen may differ from the actual product due to the Customer's device display settings.
5. Approval of Final Artwork (BAT) and Indemnity
5.1. Before production begins, Sustain Awards shall provide a final artwork proof and, where applicable, a color proof (BAT). Production shall not commence until the Customer has provided written approval.
5.2. Approval of the BAT transfers responsibility for the approved content to the Customer. Sustain Awards shall not be liable for errors in texts, names, dates, spelling, logos, corporate colors or formats supplied or approved by the Customer, nor for variations resulting from the quality or format of the files provided.
5.3. The Customer warrants that it owns or holds a valid license to use any trademarks, logos and images provided for reproduction, and shall indemnify and hold Sustain Awards harmless against any third-party claims arising from infringement of intellectual or industrial property rights, including legal defense costs.
6. General Customization Conditions
6.1. The Customer declares that it is aware of and accepts the technical requirements and limitations of the laser engraving and printing processes described in the design guidelines published on the website. Sustain Awards shall not be liable for color, finish or result variations arising from such technical limitations.
6.2. Sustain Awards may subcontract customization, assembly and logistics services to external suppliers and contractors while retaining supervision and responsibility towards the Customer under these Terms and Conditions.
7. Regime A — Custom Orders
7.1. Definition. Exclusive design projects developed from scratch, which may include concept development, prototyping, molds or tooling, and validation of color proofs and final artwork.
7.2. Minimum Order Quantity (MOQ): 10 units, unless otherwise expressly agreed.
7.3. Production time: generally between 4 and 8 weeks (indicative reference: 6 weeks), depending on the design, material and finish, calculated from approval of the artwork or prototype and receipt of the advance payment. Production times are estimates only and shall not be considered essential unless expressly agreed in writing.
7.4. Advance payments. Project activation requires an advance payment of 80% of the total amount, unless otherwise agreed in writing. Such advance payment is non-refundable once the design or prototyping phase has commenced, as it covers design work and specific procurement. The remaining 20% shall be payable within 30 calendar days from the invoice date, unless otherwise expressly agreed.
7.5. Non-cancellable and non-returnable. Once the sample, prototype or final artwork has been approved, the order may neither be cancelled nor returned, as it concerns goods manufactured to order. Cancellation prior to such approval shall require payment for all work performed and procurement already carried out, without entitlement to reimbursement of the advance payment.
7.6. Tolerances. Reasonable manufacturing tolerances in dimensions, weight, finish and color inherent to artisanal and industrial production processes and to the materials used shall be accepted. Such tolerances shall not constitute lack of conformity or defects.
7.7. Intellectual property in the design: see Clause 10.
8. Regime B — Personalized Stock Orders
8.1. Definition. Catalogue products (Sustain Awards' own designs) customized by laser engraving or printing, including names, logos and dates.
8.2. Minimum quantity: no minimum; from 1 unit.
8.3. Lead time: production and dispatch from 48 hours, depending on the model and stock availability.
8.4. Non-returnable. As these products incorporate customization according to the Customer's instructions, they may not be returned or exchanged once the customization process has begun (Article 103.c of the TRLGDCU).
8.5. Availability and replenishment. Orders are subject to stock availability. If a product becomes unavailable after order confirmation, Sustain Awards shall notify the Customer within a maximum period of 2 business days and shall offer an equivalent alternative, replenishment within a reasonable time or reimbursement of the amount corresponding to the unavailable unit.
9. Recycled and Natural Material Tolerances
9.1. Sustain Awards uses, among other materials, recycled materials (recycled PMMA/acrylic from the Vitra collection), anodized aluminum, marble and wood.
9.2. Due to their inherent nature, recycled and natural materials present variations in color, shade, grain, texture, opacity and inclusions between production batches and individual units. These variations are inherent to the material itself and shall not constitute defects or lack of conformity. By ordering products made from such materials, the Customer expressly accepts these characteristics.
10. Intellectual and Industrial Property
10.1. Ownership. All designs, sketches, renderings, drawings, prototypes and developments created by Sustain Awards are its exclusive property, including those produced within the scope of a Custom Order, unless rights are expressly assigned in accordance with Section 10.3.
10.2. License of use. Unless otherwise agreed, the Customer acquires ownership of the manufactured physical items together with a license to use and display them for the event or intended purpose, but does not acquire any exploitation rights in the design and may not reproduce it, manufacture it through third parties or commission replicas.
10.3. Assignment of rights. If the Customer requires the assignment of exploitation rights (exclusivity, reproduction or ownership), such assignment must be expressly agreed in writing, specifying its scope and conditions.
10.4. Portfolio. Unless a prior confidentiality agreement has been executed, Sustain Awards may photograph, reproduce and publish the manufactured items in its portfolio, website, social media channels and marketing materials, with or without identifying the Customer, as agreed. The Customer may request exclusion by means of an NDA (Clause 17).
11. Prices, Taxes and International Taxation
11.1. Basis. Unless expressly stated otherwise, prices are quoted exclusive of VAT and include only the items specified in the quotation. Shipping costs, special packaging and insurance shall be invoiced separately unless otherwise agreed.
11.2. Domestic transactions. Spanish VAT shall be applied at the applicable rate.
11.3. Intra-Community supplies (B2B, rest of the EU). Where the Customer is a business holding a valid VAT number registered in the VIES system and transport to another EU Member State is evidenced, the supply shall be exempt from Spanish VAT under the reverse-charge mechanism, and the Customer shall account for VAT in its own Member State. If no valid VAT number is provided, Spanish VAT shall be charged.
11.4. United Kingdom. Sales to Great Britain constitute exports exempt from Spanish VAT (Article 21 of Law 37/1992), subject to customs formalities and to UK VAT and customs duties upon importation. An EORI number is required. Northern Ireland continues to be treated as an intra-Community transaction for goods.
11.5. United States. Sales to the United States constitute exports exempt from Spanish VAT. Imports are subject to the applicable customs duties; since July 2026, a general 15% tariff applies to most EU exports pursuant to the EU–U.S. trade agreement. The Customer is responsible for determining the import taxes and duties applicable to its tariff classification.
11.6. Incoterms. Delivery terms, transportation, insurance, customs clearance and taxes shall be agreed in accordance with Incoterms® 2020. Unless otherwise expressly agreed, the applicable rule shall be DDP (Delivered Duty Paid), with Sustain Awards assuming responsibility for import customs clearance, duties and destination taxes, provided it is able to act as, or appoint, the Importer of Record (IoR) in the destination country. Where this is not possible, or where the destination falls outside the carrier's coverage, delivery shall be made under DAP terms, with the Customer assuming responsibility for import customs clearance and import duties and taxes, following prior written notice.
12. Payment Terms (B2B) and Late Payment
12.1. Payment terms. Payment shall be made within the agreed period, which may not exceed 60 calendar days (Article 4 of Law 3/2004). In the absence of an agreement, payment shall be due within 30 calendar days from delivery or receipt of the invoice. Any agreement exceeding the statutory maximum shall be null and void.
12.2. Advance payments. Sustain Awards may require advance payments in accordance with Clause 7.4 and milestone payments throughout the project.
12.3. Late payment interest. Failure to pay on time shall automatically accrue, without the need for prior notice, statutory late payment interest (European Central Bank reference rate plus 8 percentage points, pursuant to Article 7 of Law 3/2004), together with a fixed compensation of EUR 40 for recovery costs (Article 8.1), without prejudice to any additional duly evidenced recovery costs.
12.4. Retention of title. The delivered goods shall remain the property of Sustain Awards until full payment of the purchase price and any related amounts has been received. The Customer may not dispose of, pledge or otherwise encumber the products before full payment has been made.
13. Shipping, Delivery and Transfer of Risk
13.1. Deliveries shall be made by courier service within the indicated time frame, which is provided on an estimated basis.
13.2. Transfer of risk. In B2B transactions, risk shall pass in accordance with the agreed Incoterm (Clause 11.6). In B2C transactions, risk shall pass upon physical delivery to the Consumer or to a third party designated by the Consumer, other than the carrier.
13.3. Transport incidents. The Customer shall inspect the goods upon delivery and record on the carrier's delivery note any visible damage, shortages or damage to the packaging. Any transport-related incident must be reported to Sustain Awards within a maximum of 48 hours after receipt, together with photographs. After this period, the goods shall be deemed accepted for transport purposes.
14. Acceptance, Inspection and Warranty
14.1. Business Customers (B2B). Pursuant to Article 336 of the Spanish Commercial Code, any defects in quantity or quality that are apparent upon inspection must be reported at the time of delivery or, if the goods are received in sealed packaging, within four days thereafter. Pursuant to Article 342, hidden defects must be reported within 30 days following delivery; after this period, any claim shall lapse. Sustain Awards' liability shall be limited, at its discretion, to replacing or repairing the non-conforming item or refunding its purchase price.
14.2. Consumers (B2C). The statutory three-year legal guarantee of conformity shall apply from the date of delivery (Articles 114 et seq. of the TRLGDCU, as amended by Royal Decree-Law 7/2021 implementing Directive (EU) 2019/771), together with the corrective measures provided by law. This warranty does not cover normal wear and tear, improper use or handling, or the inherent variations of recycled and natural materials (Clause 9).
14.3. Manufacturing and color tolerances (Clauses 7.6 and 9) shall not be considered a lack of conformity.
15. Limitation of Liability
15.1. To the fullest extent permitted by law, Sustain Awards shall not be liable for indirect damages, loss of profits, loss of business opportunity, reputational damage or consequential losses.
15.2. Sustain Awards' total liability arising from any order, under any legal basis, shall be limited to the amount actually paid by the Customer for the relevant order.
15.3. These limitations shall not apply in cases of willful misconduct, gross negligence, personal injury or any non-waivable rights granted to Consumers under applicable consumer protection laws.
16. Force Majeure and Price Adjustments
16.1. Force majeure. Sustain Awards shall not be liable for any failure or delay in performance resulting from causes beyond its reasonable control, including strikes, labor disputes, fire, floods, epidemics, transportation or telecommunications disruptions, acts of public authorities or shortages of raw materials or supplies. Obligations shall be suspended for the duration of the force majeure event, and the applicable deadlines shall be extended accordingly.
16.2. Price adjustments. For projects with extended execution periods, if significant and unforeseen increases occur between acceptance of the order and delivery in the cost of raw materials, energy, transportation or customs duties, Sustain Awards may revise the agreed price by providing appropriate justification. The Customer may either accept the revised price or withdraw from the uncompleted portion of the project, subject to payment for the work already performed.
17. Confidentiality and NDA
17.1. The parties shall keep confidential all commercial and technical information exchanged between them.
17.2. At the Customer's request, the parties shall enter into a confidentiality agreement which may, in particular, exclude Sustain Awards' right to publish the manufactured items in its portfolio (Clause 10.4) for the agreed period.
18. Data Protection (GDPR) and Data Processing Agreement
18.1. The processing of the Customer's contact data shall be governed by the Sustain Awards Privacy Policy.
18.2. Award recipient data. Where the Customer provides personal data relating to third parties (names, job titles or photographs) for engraving or printing purposes, the Customer shall act as the data controller and Sustain Awards as the data processor within the meaning of Article 28 of the GDPR. The parties shall enter into a Data Processing Agreement (Annex I) specifying the subject matter, duration, nature and purpose of the processing, the categories of personal data and data subjects, and the processor's obligations, including confidentiality, implementation of the security measures required under Article 32, use of subprocessors subject to prior authorization, assistance to the controller, and deletion or return of the personal data upon completion of the processing.
18.3. The Customer warrants that it has a valid legal basis for disclosing such personal data and shall indemnify and hold Sustain Awards harmless against any claims arising from its failure to comply with such obligation.
19. Environmental Claims
19.1. Sustain Awards avoids making generic environmental claims. Any claim regarding recycled materials shall specify the exact percentage of recycled content, indicate whether it refers to the entire product, a specific component or the packaging, and reference the applicable certification or traceability standard (for example, UNE-EN 15343 regarding the traceability of recycled plastics or other third-party certification schemes).
19.2. Sustain Awards does not make climate neutrality claims based solely on carbon offsetting, nor does it display sustainability labels that are not supported by an independent third-party certification scheme, in accordance with Directive (EU) 2024/825. Any claims regarding future environmental performance shall be supported by a verifiable plan with measurable and time-bound objectives.
19.3. Documentation supporting recycled content and applicable certifications shall be made available upon the Customer's request.
20. Complaints and Dispute Resolution
20.1. Complaints shall be submitted to info@sustainawards.com. Sustain Awards maintains the official consumer complaint forms required under Spanish law.
20.2. No reference is made to the EU Online Dispute Resolution (ODR) Platform, which was discontinued on 20 July 2025 (Regulation (EU) 2024/3228). Consumers shall, where applicable, be informed of the competent alternative dispute resolution entities and of the consumer arbitration system, should Sustain Awards decide to participate therein.
21. Governing Law and Jurisdiction
21.1. These Terms and Conditions shall be governed by Spanish law.
21.2. Business Customers (B2B): the parties expressly submit, waiving any other jurisdiction that may apply, to the Courts of the city of Barcelona, Spain.
21.3. Consumers (B2C): jurisdiction shall lie with the courts determined by the applicable mandatory consumer protection laws, generally those corresponding to the Consumer's place of residence.
21.4. Should any provision of these Terms and Conditions be declared null or unenforceable, the remaining provisions shall remain valid and in full force and effect.