Refund policy
Refund Policy
Everything is made to order
Nothing sits on a shelf waiting. Every piece is printed after you order. There are two kinds of order, and they work slightly differently.
Ready-to-print pieces
These are designs I've already made, listed in the shop with photographs of the actual piece. What you see in those photos is what you'll receive, in the size and format you choose.
Because the design already exists, there's no mock-up and no render — the listing photos are your reference. Your piece goes into production as soon as your order comes through.
Your engraving is printed exactly as you enter it, so please check your spelling and coordinates carefully before you order. I can't refund a typo once it's engraved.
Custom pieces
For a custom order, nothing is printed until you have approved a final render of your model and base.
Before printing I'll send you a mock-up, make up to three rounds of changes at no charge, and then send a final render of both the model and the engraved base. Printing only begins once you confirm it.
Changing your mind
Because every piece is made to your specification, no refunds are given if you simply change your mind after production has started.
- Custom orders — You can change anything up until you approve the final render.
- Ready-to-print orders — production starts quickly, so email hello@terratessera.com as soon as possible. If it hasn't gone on the printer yet, I'll cancel it for you.
Your rights if something is wrong
This is separate from change of mind.
Under the Australian Consumer Law, the goods come with guarantees that cannot be excluded. If your piece:
- Arrives damaged or faulty
- Is significantly different from the final render you approved, or from the listing photographs
- Is not of acceptable quality
- Doesn't match its description
Then you're entitled to a repair, replacement or refund. Where the problem is major, the choice of remedy is yours.
How to make a claim
Email hello@terratessera.com within 14 days of delivery with:
- Your order number
- Photos showing the problem
- Photos of damaged packaging
I'll respond within 3 business days and sort it out. If a piece needs returning, I'll cover the postage, you won't be out of pocket for a fault that's mine.
Damage in transit
If your parcel arrives damaged, photograph the packaging as well as the piece before unpacking further. It helps with the postal claim, and you're covered either way.
Gift cards
Gift cards can't be returned or exchanged for cash, but they don't expire.
Questions
Email hello@terratessera.com