Refund policy

Last updated: 1 October 2026

In brief

Every Vestige tile is made to order for you. This policy explains what happens if something is wrong with your order, and when you can cancel. The full policy follows.

  • Your legal rights come first. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits them.
  • If something is wrong, tell us. If your tile has a fault, or arrives damaged, in the wrong colour or with a part missing, we deal with it as the Australian Consumer Law requires. We normally reprint it and send a replacement, and we pay the postage for a genuine fault. Damage you cause after delivery, such as dropping the tile, is not a fault.
  • Cancel or change for free within 48 hours. You can cancel, or ask us to change your design or colours, for free within 48 hours of placing your order.
  • No change-of-mind cancellations or returns after that. Every tile is made to order for you, and Terrain Tiles are printed from your own route, so we cannot resell them.
  • If we are late. If we have not dispatched your order within 30 days after your dispatch date, you can cancel for a full refund. "Pre-orders and delays" explains what your dispatch date is. Your Australian Consumer Law rights are not limited by this.
  • How to claim. Email info@vestige.studio with your order number and photos.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy, in our terms of service or in anything we say limits these rights.

Under the Australian Consumer Law, your tile must:

  • be of acceptable quality: safe, durable, free from defects, acceptable in appearance and finish, and able to do what a wall tile is normally expected to do;
  • match the description on our website and the design you ordered;
  • match any sample or product photo we showed you;
  • be fit for any purpose you told us about before you ordered;
  • match anything else we specifically promise about it; and
  • be yours to own, free of any hidden debt or claim.

These rights last for a reasonable time, which depends on the product and what it cost. They do not cover damage you cause after delivery, for example by dropping or misusing the tile, as "What counts as a fault" explains. A tile that fails in normal use within a reasonable time is covered.

We are responsible for your tile until it is delivered to you, including while it is with the carrier. Our shipping policy (vestigeathletic.com.au/policies/shipping-policy) explains what counts as delivered.

Cancelling an order

Within 48 hours of ordering

You can cancel your order, or ask us to change your design or colours, for free within 48 hours of placing it. Email info@vestige.studio with your order number. We go by the time you send your email. After 48 hours production may have started and, because every tile is made to order for you, we cannot accept a cancellation because you have changed your mind. Your rights under the Australian Consumer Law if something is wrong with your tile are not affected.

We review every design before we print it, and we only contact you if something needs your attention. If we cannot print your design well, we will offer you a change or a full refund.

If you cancel your whole order within the 48 hours, we refund everything you paid, including delivery. If your order has more than one tile, or is a Complete Set, you can cancel some of the tiles within the 48 hours, for a refund of their price (or their share of a set or discounted price, worked out as under "Refunds").

Changing your design

Our store cannot edit a design once it has been ordered. To change your design within the 48 hours, email us. We will cancel and refund that tile so you can order the new design or, if the product and price stay the same, swap in your new design. To change only a colour, tell us the colour you want. After 48 hours we cannot promise to change your design, because production may have started.

After 48 hours

After 48 hours, we do not accept cancellations or returns because you have changed your mind. Every tile is made to order for you, and Terrain Tiles are printed from your own route, area and colour choices, so we cannot sell them to anyone else. This also applies to Medal Tiles and Photo Tiles, which we also make to order for you. The Australian Consumer Law does not require a business to give a refund for a change of mind.

This does not affect your rights if something is wrong with your tile, or if we are late. See "What counts as a fault" and "Pre-orders and delays" below.

If we cancel

If we cannot print your design well and we cannot agree a change with you, we will cancel the order and refund everything you paid. We may also cancel an order for the other reasons set out in our terms of service (vestigeathletic.com.au/policies/terms-of-service), always with a full refund.

Pre-orders and delays

Orders placed from 1 October to 31 October 2026 are launch pre-orders. We dispatch them between 1 November and 30 November 2026, in the order we received them. Those are the dates we send orders, not delivery dates. Our shipping policy explains how long delivery takes.

Your dispatch date. For a launch pre-order, your dispatch date is 30 November 2026. For an order placed after the pre-order period, it is 15 business days after you order: we dispatch within 15 business days of your order, as our shipping policy explains. "Business days" means Monday to Friday, not counting public holidays in New South Wales.

If we expect your order to be late, we will email you as soon as we know. When we do, you can choose to wait or to cancel for a full refund. If we have not dispatched your order within 30 days after your dispatch date, you can cancel for a full refund, even if production has started. If we are late, you may also have other rights under the Australian Consumer Law; this does not limit them.

What counts as a fault

These are faults:

  • A misprint, such as layers that have shifted or separated, gaps or holes that are not part of the design, warping that stops the tile sitting flat on the wall or beside your other tiles, or a part that is broken or incomplete.
  • The wrong colour: a colour that is not the one on your order.
  • Damage in transit: a tile that arrives cracked, chipped or broken.
  • A missing part: a missing backpiece, a missing hanging strip, or any other part that should be in the box.
  • A changed or missing feature: something in the preview you approved that is missing or changed on your tile, where we did not agree the change with you.
  • A tile that does not hang as described, or does not sit flat beside your other tiles, when you assemble it by following our guide.
  • A tile that fails in normal use: a tile that warps, softens, cracks or comes apart in normal indoor use.
  • Anything else that means your tile is not of acceptable quality, does not match its description, or is not fit for a purpose you told us about.

These are not faults:

  • Normal 3D-print texture. Fine layer lines and small surface marks are part of how 3D printing works.
  • Differences between the real world and the map data. Buildings, water, forest, roads and snow come from third-party map data such as OpenStreetMap, and elevation comes from public elevation services. That data can be incomplete, out of date or simplified, and the Terrain Studio preview shows you what it holds before you order. Your tile is an artistic representation of your route, not a survey. If something in your approved preview is missing or changed on your tile, and we did not agree the change with you, that is a fault.
  • Choices you made. A colour, route, area or feature that you chose in the studio and that we printed as ordered. Colours on screen can look a little different from the printed tile because screens vary; that difference is not a fault. A colour that is clearly not the one you ordered is.
  • Damage you cause after delivery. For example: dropping the tile or knocking it hard; misuse or alteration; heat we warn you about before you buy, such as a hot car, a spot above a heater, stove or fireplace, or hot direct sun, including through a window (PLA, the plastic our tiles are made of, softens when it gets hot); a wall, or a fixing you supplied, that fails; damage from fitting a medal or photograph in a way our guide does not describe; and normal wear. If a fault in our tile, backpiece, hanging strips or magnets caused the damage, it is a fault.
  • Damage to your wall, unless a fault in our tile, backpiece, hanging strips or magnets caused it.

Major and minor failures

The Australian Consumer Law sorts problems into major and minor failures.

A major failure is when the tile:

  • would have stopped a reasonable person from buying it if they had known about the problem;
  • has several smaller problems that together would have stopped a reasonable person from buying it;
  • is significantly different from its description, from the sample shown, or from the design you ordered;
  • is substantially unfit for its normal purpose, or for a purpose you told us about, and cannot easily be fixed within a reasonable time; or
  • is unsafe.

For a major failure, you choose the remedy. You can reject the tile and choose a refund or a replacement. Or you can keep it and ask for compensation for the drop in its value.

A minor failure is any other problem. For a minor failure, we choose whether to repair, replace or refund. For a printed tile, repair almost always means reprinting the faulty part and sending you a replacement. We will do this within a reasonable time. If we do not, you can have the problem fixed elsewhere and ask us to pay the reasonable cost, or reject the tile and choose a refund or a replacement. If a problem cannot be fixed, you can also reject the tile and choose a refund or a replacement.

For either kind of failure, you can also ask for compensation for any other loss or damage that was reasonably foreseeable.

What we usually do

This is how we usually meet your rights under the Australian Consumer Law when your tile has a fault. It is not a separate warranty, and it does not replace those rights.

Most customers want their tile, not their money back. So when a fault is covered by the Australian Consumer Law, we normally reprint and replace first, and we pay the postage for a genuine fault. For a major failure the choice is still yours: if you would rather have a refund, just say so.

We keep the print file for your Terrain Tile for 120 days after it is uploaded, which happens when you add the tile to your cart (see our privacy policy, vestigeathletic.com.au/policies/privacy-policy). If we no longer hold it, we may ask you to send your route again or re-create your design in the Terrain Studio, at no cost to you, or you can choose a refund.

Your medal and your photograph

You add your own medal to a Medal Tile, and put your own printed photograph into a Photo Tile, after delivery, using our assembly guide. We never receive, handle or insert medals or photographs. That means they cannot be lost or damaged in our workshop or in the post.

If a fault in our tile damages your medal, your photograph or anything else, your right to compensation for reasonably foreseeable loss still applies.

How to make a claim

  1. Email info@vestige.studio with your order number, a short description of the problem, and photos. Please include one photo of the whole tile, a close-up of the problem and, for damage in transit, a photo of the box and packaging.
  2. Please contact us within 14 days of delivery, or within 7 days of delivery for damage in transit, as our shipping policy asks. Telling us early helps us claim from the carrier and get a replacement to you sooner. It is not a deadline: if you find a fault later, contact us anyway, and your rights under the Australian Consumer Law still apply.
  3. We aim to reply within 2 business days (Monday to Friday, not counting New South Wales public holidays) and tell you what we will do.
  4. We may ask you to send the faulty tile back so we can find out what went wrong. If we do, we will give you a prepaid return label. Or we may ask you to destroy it and send us a photo, so that you do not have to post it.

If you received your tile as a gift, you can make the claim yourself. Please give us the order number, or ask the person who bought it for you to contact us.

Return postage and fees

When your tile has a fault covered by the Australian Consumer Law, we pay the postage to return the tile if we ask for it back, and to send you its replacement. We never charge a restocking or handling fee on a faulty item.

Refunds

  • How. We refund to the original payment method. We do not give store credit instead of a refund unless you ask for it.
  • When. We process an approved refund within 10 business days of approving it. Your bank or card provider may take a few more days to show it.
  • Delivery fees. We refund the delivery fee when you cancel your whole order within 48 hours of placing it, when you cancel because we are late, when we cancel, and when you get a refund because of a fault.
  • Discounts. We refund what you actually paid. If a discount code applied to your whole order and we refund only part of it, the refund for each item is its share of the discounted total, in proportion to its price.
  • Complete Set. If one tile in a Complete Set is faulty, or you cancel it within 48 hours of ordering, and you get a refund for that tile only, the refund is that tile's share of the set price, in proportion to the separate prices of the three tiles. If a fault means the set cannot be used as a set, you can ask for a refund of the whole set.
  • Gifts. If you received your tile as a gift, you have the same rights as the person who bought it. If you choose a refund, we usually send it to the original payment method; tell us if that does not work for you.

If you are not happy with our answer

Please tell us first, so we can try to fix it. If we cannot agree, you can contact NSW Fair Trading or the consumer protection agency in your state or territory. You can also apply to the NSW Civil and Administrative Tribunal (NCAT), or the tribunal in your state or territory, or report a problem to the Australian Competition and Consumer Commission (ACCC).

Contact

Vestige is the brand of Vestige Athletic, the registered business name of the partnership B.O Boulton & A.R O'Connor (ABN 47 403 980 322), based in New South Wales, Australia.