Your cancellation and refund rights

This policy applies to purchases made on coc-market.com. It explains how customers can request cancellation, how manufacturer processing may affect voluntary refunds and the consumer rights that continue to apply by law.

Nothing in this policy limits mandatory consumer rights. The treatment of a COC request may depend on whether it involves a service, a personalised original document, digital content or a combination of these.

How to request cancellation

Contact info@coc-market.com as soon as possible with your order number and VIN if you wish to cancel a request. If the order has not entered processing, a full refund may be approved. If manufacturer checks, certificate preparation or other agreed work have already begun, a voluntary cancellation may not be possible in full.

When permitted, any partial refund may reflect reasonable and documented services already completed or manufacturer/issuer charges that were previously disclosed and are lawfully chargeable. Such amounts are not deducted automatically from a refund that is legally required.

COC Market does not promise a fixed no-questions-asked cancellation period. Statutory withdrawal rights, mandatory remedies for failed fulfilment remain applicable.

The statutory right of withdrawal

Under applicable EU and Spanish consumer law, many distance contracts carry a statutory withdrawal right generally lasting 14 calendar days. For services the period normally starts at contract conclusion; for goods it normally starts on receipt. Specific exemptions depend on the legal nature of the product or service and on any express consent, acknowledgement or confirmation required by law.

Where the right applies, the consumer may give an unequivocal notice to info@coc-market.com within the legal period. Where reimbursement is due on a valid withdrawal, it must ordinarily be made without undue delay and within the statutory deadline, usually 14 calendar days after the notice, subject to applicable rules for the return of goods.

A cancellation request and an exercise of the statutory right of withdrawal are not always legally identical. We will review the legal basis and explain the result rather than rejecting a request solely because manufacturer processing has started.

Personalised certificates, services and digital content

Each COC is requested for a specific VIN, but VIN-specific does not automatically mean that all withdrawal exceptions apply. The contractual character of what was purchased determines which rules apply.

• Personalised physical documents: the statutory exception for goods made to a customer's specifications may apply where an actual physical certificate is clearly personalised; it must not be assumed for a generic product or a separate service.
• Service of requesting or obtaining a COC: if you expressly request the service to begin during the withdrawal period, you may owe an amount proportionate to work already performed if you lawfully withdraw before completion. For the fully performed service exception, the legally required prior express consent and acknowledgement of losing the right upon full performance must be present.
• PDF supplied as non-tangible digital content: loss of withdrawal may require your prior express consent to supply during the withdrawal period, your explicit acknowledgement of the consequence, and the required contract confirmation. Classification and conditions must be checked for the actual transaction.

The order being paid to the manufacturer is not itself one of these exceptions. Where an exemption does apply, you must have been clearly informed before payment. General agreement to Terms & Conditions cannot replace the separate request, acknowledgement or confirmation required for early performance or digital supply.

Full or partial refunds during processing

For ordinary customer-requested cancellations, an order that has not started processing may qualify for a full refund. Once the request has been sent to the issuer, checked or otherwise worked on, any voluntary refund is evaluated according to the work completed, lawfully applicable and disclosed manufacturer or issuing-channel costs, and whether the manufacturer/issuer request can still be cancelled.

We do not charge an arbitrary cancellation penalty. Any statutory withdrawal right that still applies must be respected: law may permit a proportionate charge for qualifying partially performed services, but does not automatically allow withholding the full manufacturer fee from a statutory refund.

Tell us the order number, VIN and the reason for contacting us at info@coc-market.com. We will review the payment, order and processing records before explaining the outcome.

After a personalised COC is issued or delivered

A certificate prepared for an identified vehicle and VIN may be genuinely personalised. Once the document has been issued, emailed, downloaded or dispatched, a discretionary refund for a change of mind is normally not available, consistently with the stage of fulfilment and the product type.

This is not a blanket exclusion of consumer rights. If a statutory withdrawal right still applies, or the supplied document is incorrect, not as described or legally non-conforming, the remedies required by law remain available. The relevant exceptions for personalised physical goods, fully performed services and electronically delivered digital content must be assessed separately, under their actual statutory conditions.

Incorrect documents, unavailable COCs and significant delays

If a delivered COC contains a verifiable error attributable to COC Market or its issuing source, contact us with the order reference and evidence of the discrepancy. We will review the case and seek a correction or replacement where appropriate, or provide the refund or other legally required remedy.

If the requested certificate cannot be supplied by the manufacturer or issuing organisation, we will communicate the outcome and assess the applicable full or partial refund under the service conditions and mandatory law. We will not silently replace a manufacturer COC with a different technical document.

If there is a substantial delay or failure to deliver the agreed service, contact us so that we can review the circumstances, stated issuing terms and any legal or contractual remedies.

If a COC cannot be supplied

If a requested COC cannot be obtained from the manufacturer or official issuing channel, we will inform the customer and review the applicable refund or other resolution according to the actual service performed, the conditions disclosed before purchase and mandatory consumer law.

If a full reimbursement is required by law, it will be provided. No deduction may be imposed merely because the manufacturer has charged COC Market when the deduction would conflict with a mandatory consumer right.

Duplicate purchases or double charges

If the same order was accidentally paid twice, or payment records show duplicate completed charges, please contact us promptly with the order number, the dates and the amounts (without providing complete payment-card information). We will reconcile the transactions with the payment provider and refund any amount charged in error or any duplicate order where a refund is due.

Contacting us before both orders enter manufacturer processing can make an accidental duplicate easier to resolve. Mandatory payment and consumer rights remain available regardless of the processing stage.

Wrong VIN, wrong format and local registration requirements

A discretionary refund is not normally available when the purchaser supplied an incorrect VIN or other vehicle information, selected a format that does not meet the receiving authority's requirements, or encounters a refusal caused by vehicle modifications or independent local registration rules.

Contact us immediately if you notice an error. We will check whether a correction is still possible and whether it incurs an agreed additional cost. These ordinary commercial exclusions do not override rights for misdescription, an error caused by our service, an incorrect certificate supplied by us or any other mandatory consumer protection.

Physical copies, shipping and express fees

Physical originals are available only if expressly offered and selected during checkout. In a voluntary cancellation, shipping fees or express-processing charges for services already performed may not be refundable where the relevant conditions were disclosed and this treatment is lawful.

Where a statutory withdrawal right applies to goods, required refunds of standard delivery costs and any rules on returns must be respected. Where the certificate or shipping service is faulty or non-conforming, statutory remedies remain available. Contact support before returning an original certificate.

Processing an approved refund

We issue approved refunds through the original payment method unless another lawful method is agreed. After a refund is initiated, banks and payment processors may typically take 5–10 working days to show the credit, although this varies by provider.

When a statutory withdrawal refund is due, legal reimbursement deadlines apply irrespective of a bank's credit-posting time. We do not ask customers to provide full payment-card details by email.

How to submit your request

1. Email info@coc-market.com from the purchase email address when possible.
2. Include the order number, the relevant vehicle/VIN and whether you are requesting withdrawal, cancellation, correction or help with a non-conforming document.
3. Explain the issue and attach supporting information where relevant, avoiding unnecessary sensitive personal data.
4. We may need to verify the purchasing identity before discussing or changing an order.

You can also use the Contact Us page for general support.

Optional withdrawal form

This form is optional. A clear written withdrawal notice is also sufficient where the right applies.