Refunds, Returns & Cancellation Policy

THE FINE PRINT · RETURNS, CANCELLATIONS AND WHEN SOMETHING GOES WRONG

How cancellations, returns, replacements and refunds work for Tell Your Trail orders, including made-to-order posters, custom designs, Studio-created designs and digital files.

Overview

We want you to love your poster — and if something's not right, we'll always try to sort it out fairly.

Tell Your Trail creates made-to-order wall art and design services. Some of our posters are standard catalog designs, some are personalized, some are fully custom, and some you create yourself in our Studio or from your own route.

Because of that, your cancellation, return, and refund options depend on the type of order and how far along it is. This policy applies to all our customers, wherever you are — and nothing in it takes away any consumer rights you have under the law of your own country.

Here's what this policy covers:

• canceling an order;
• changing your mind, and your 14-day right of withdrawal;
• personalized and custom products;
• Studio-created and route-based designs;
• digital files;
• damaged, defective, or incorrect items;
• your legal guarantee;
• refunds and replacements.

If you're a consumer and you'd like to withdraw from an eligible order, you can do that through the withdrawal function on our website, by email, or with the model withdrawal form — see section 04.

Nothing in this policy limits legal rights that can't be limited by law.

It's worth reading this alongside our:

• Terms of Service;
• Shipping & Delivery Policy;
• Studio & Custom Orders Policy;
• Privacy Policy.

Quick summary

Different types of order have different cancellation and return rules — here's the short version.

Order type	Where you stand
Standard catalog posters* (bought as shown)	You have a 14-day right of withdrawal after delivery — see section 04. If you change your mind soon after ordering, contact us quickly: we can cancel for free if it hasn't gone to print yet. If you withdraw after delivery, you return the poster to us in Italy at your own cost.
Personalized posters & Studio route-based posters	Made to your specifications, so there's no change-of-mind right once personalization, file preparation, or production has started. You can only cancel before that point. Your rights for damaged, defective, or incorrect items still apply.
Fully bespoke designs & manual customizations	You can cancel before design work starts. Once it has, the design work isn't refundable for a change of mind, except where the law requires otherwise.
Digital files	Personalized or custom-made for you, so there's no change-of-mind right once design work, file preparation, or delivery has started. They're delivered electronically and can't be physically returned — see section 06.
Damaged, defective or incorrect** items	Contact us within 14 days of delivery where you can. We'll usually offer a replacement or corrected reprint; a refund or other remedy applies where the law requires it or where it's the better answer. Your 2-year legal guarantee is unaffected — see sections 07 and 08.

This table is only a summary — the full details are below.

*What we mean by a "standard catalog poster"

Throughout this policy, a "standard catalog poster" means one of our existing catalog designs bought exactly as shown on our website, with no changes of your own. Only these carry the 14-day right of withdrawal (section 04).

A poster is not a standard catalog poster — and does not carry the 14-day withdrawal right — if you have added or changed anything on it, including:

• one of our catalog designs that you have personalized in our app, for example by adding or editing a title, subtitle, name, date, statistic, or color; or
• a poster created from a route you upload (such as a GPX file), or a route or adventure you build in our Studio.

These are treated as personalized products (section 05), because they are made to your specifications — even though they may have their own product pages on our website and can be bought by any customer. Adding your own content to a design, however small the change, is what makes it personalized for you.

Your rights if a poster arrives damaged, defective, or incorrect apply to all posters, standard or personalized (sections 07 and 08).

**What we mean by an "incorrect item"

Throughout this policy, an "incorrect item" means the item we send does not match the order you placed, the final Studio preview you submitted, or the proof/draft you approved. For example: the wrong size, the wrong color option, the wrong product, the wrong approved design, or a final print containing an error introduced by us after your approval or submission.

An "incorrect item" does not include:

• a spelling mistake, name, date, quote, or text error that you entered and that was visible in the Studio preview before checkout;
• an error that was visible in a draft or proof you approved;
• route data, waypoint names, statistics, or location details you submitted;
• design choices you selected, such as color, layout, title, or subtitle;
• normal differences between screen preview and printed color.

Canceling an order before production

Catching an order early saves you receiving and returning it — but for standard catalog posters, it doesn't replace your 14-day right.

Most of our posters are printed after you order, so orders can move into production soon after checkout. How quickly that happens depends on the product and where it's being printed.

Standard catalog posters. As well as your 14-day right of withdrawal after delivery (section 04), you can ask us to cancel an order early — this is a goodwill service, not a legal requirement. If you change your mind soon after ordering, get in touch as quickly as you can at contact@tellyourtrail.com with your order number.

Because our posters are printed to order, we can cancel for free only if your order hasn't gone to print yet. If we catch it in time, you're saved the trouble of receiving the poster and sending it back. If it's already gone to print, we can't cancel it this way — but you still have your full 14-day right of withdrawal, so you'd simply receive the poster and return it to us in Italy at your own cost, as described in section 04.

This early-cancellation option is a goodwill service, and it doesn't replace or shorten your legal rights.

Personalized, Studio route-based, customized, and bespoke orders. For these, whether we can cancel depends on whether personalization, design work, file preparation, or production has already started. Because they're made to your specifications, they don't carry a 14-day change-of-mind right (section 05) — so you can only cancel before that work begins. If you change your mind, please tell us as soon as you possibly can.

Your right of withdrawal — standard catalog posters

If you buy a standard catalog poster, you have 14 days to change your mind. Personalized, route-based, and bespoke posters are excluded, as explained in section 05.

If you are a consumer and you order a standard catalog poster, you have the legal right to withdraw from the purchase within 14 days, without giving any reason.

A standard catalog poster means one of our existing catalog designs bought as-is, where the trail and artwork are not changed for you. The fact that a standard catalog poster is printed after you order does not remove this right.

This same 14-day right also applies to gift cards bought from us, while they are unused (see section 13).

This right does not apply to personalized posters, self-designed or route-based posters created in our Studio, or bespoke work, because those are made to your specifications. Those are covered in section 05. It also does not apply to digital files (section 06). Your separate rights for damaged, defective, or incorrect items always apply and are covered in sections 07 and 08.

The 14-day period

The 14-day withdrawal period starts on the day you, or someone you nominate (other than the carrier), receives the poster. If an order is delivered in several parcels, the period starts when the last parcel is received.

How to withdraw

You can withdraw in any of these ways within the 14-day period:

• use the withdrawal function on our website, which guides you through a short two-step form;
• email us at contact@tellyourtrail.com, telling us clearly that you are withdrawing; or
• use the model withdrawal form at the end of this section.

Whichever method you use, please include your order number and the email address used at checkout so we can identify your order. You do not have to give a reason. We will send you an acknowledgement of your withdrawal, with its date, by email.

How to return your poster

You must let us know you are withdrawing before sending anything back, so we can confirm your return details and expect it. After you have withdrawn, return the poster to us at our address in Italy:

Tell Your Trail di Schipper Maud
Via Sogesia 4
31029 Vittorio Veneto (TV)
Italy

Please return the poster within 14 days of telling us you are withdrawing. When you return it:

• You are responsible for the direct cost of return shipping.
• You are responsible for the poster until it reaches us.
• You must use a tracked postal or courier service and keep your receipt showing the shipping date and tracking number. If you choose a service without tracking and the poster is lost or damaged on its way to us, you may be unable to show that it reached us, or reached us in good condition, and any resulting loss is your responsibility.
• Please pack the poster to protect it in transit: return it in a rigid postal tube or equally protective packaging, and do not fold it. Flimsy or unprotected packaging risks damage, which may reduce your refund (see "Condition of the poster & reduced refunds" below).
• Please email us, together with your withdrawal or as soon as you have posted the item: (1) your postage receipt showing the shipping date and tracking number, and (2) a photo of the poster and how it is packaged before sending. The dated postage receipt is what we accept as proof that you have sent the item back; the photo helps us confirm the condition and packaging of your return, which protects your refund if any question later arises about damage in transit.

Your refund

Once your withdrawal is valid, we will refund:

• the price you paid for the returned poster; and
• the standard outbound delivery cost.

If you chose a more expensive delivery option than our standard one, we refund only the standard amount, not the extra cost of the upgrade. Return shipping remains your responsibility.

We are entitled to hold your refund until we have either received the poster back or you have shown us valid proof that you have sent it back, whichever happens first. Once one of these has happened, we will make the refund within 14 days, using the same payment method you used, at no extra charge.

Condition of the poster & reduced refunds

You may handle and inspect the poster as you reasonably would in a shop to check its nature and characteristics. You do not lose your right to withdraw simply because you have opened or looked at it.

However, you are responsible for any loss in the poster's value that results from handling beyond what is necessary, or from the way the poster is packaged and returned to us. This means we may reduce your refund to reflect that loss in value — up to the full price of the poster where it arrives back with no remaining resalable value. For example, we may reduce your refund if the poster is:

• framed, mounted, marked, written on, or otherwise altered;
• creased, bent, torn, or scratched through handling; or
• damaged in return transit because it was not packaged properly.

Any reduction we apply will be proportionate to the actual loss in value.

If we have already refunded you based on your proof of postage, and the poster then reaches us with its value reduced through inadequate packaging or handling, you remain responsible for that loss in value, and we may ask you to reimburse the corresponding amount.

This section does not affect your separate rights if the poster was damaged, defective, or incorrect when it arrived to you — those situations are our responsibility and are covered in sections 07 and 08, not by this section.

Model withdrawal form

You may copy and complete this form, but you are not required to use it:

To Tell Your Trail di Schipper Maud, Via Sogesia 4, 31029 Vittorio Veneto (TV), Italy — contact@tellyourtrail.com:
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
— Ordered on / received on:
— Order number:
— Name of consumer(s):
— Address of consumer(s):
— Date:
(Signature required only if this form is submitted on paper.)

Personalized, custom, bespoke and Studio-created products

Personalized and custom posters are made just for you — so they can't be returned simply for a change of mind.

Many of our products are created using details you choose or give us. That might include:

• names;
• dates;
• titles or subtitles;
• quotes;
• event details;
• custom statistics;
• route files or route data;
• waypoint names or markers;
• location information;
• color and layout choices;
• Studio-created designs;
• bespoke design instructions;
• manual customization requests.

Because these products are made to your specifications and personalized for you, they are exempt from the 14-day right of withdrawal under consumer law. They cannot be canceled, returned, or refunded for a change of mind once design work, file preparation, or production has started. This applies even where the personalization is small — such as a title, name, date, or statistic added to one of our standard designs. Standard catalog posters bought as shown are different, and are covered by section 04.

Studio-created and self-personalized designs. For designs you create or personalize yourself in the Studio, the preview shown before checkout is your proof to approve — it's the exact version we'll produce, and by placing your order you're approving that design for printing. Because of this, we don't send a separate draft afterwards, so please check everything carefully before you order: spelling, names, dates, route lines, waypoint names, statistics, colors, layout, size, orientation, and any other personalized details. Once your order is placed, it may move into production quickly, and changes may no longer be possible.

Manual customization and bespoke design work. For manual customizations and fully bespoke orders, we always send you a draft by email before printing. Please check it carefully — spelling, names, dates, quotes, route details, colors, layout, size, and orientation — and give us your approval in writing before we produce it. We won't send anything to print until we've received your written approval. Once you've approved the draft, we're not responsible for errors that were visible in the version you approved, and the order may move into production quickly, so changes may no longer be possible. If the finished poster differs from the draft you approved because of a mistake on our side, that's our responsibility and we'll put it right.

This section doesn't affect your rights if a product arrives damaged, defective, incorrect, or not as agreed — those rights always apply, and are covered in sections 07 and 08.

Digital products

Digital files are treated differently because they cannot be physically returned.

From time to time, we may provide digital files, such as high-resolution PNG poster files.

At this stage, our digital files are personalized or custom-made for you — for example, a file created from your route, your details, or a bespoke or customized design. We do not currently sell our standard catalog designs as digital files.

We do not provide editable design files, source files, vector files, templates, working files, layered files, or software/design assets unless we expressly agree otherwise in writing.

Digital files are delivered electronically. They cannot be physically returned.

Because these files are made to your specifications or clearly personalized for you, they are exempt from the 14-day right of withdrawal under consumer law. This means that, except where the law requires otherwise, a personalized or custom digital file is not cancellable or refundable for change of mind once:

• design work or file preparation has started;
• the file has been delivered;
• download access has been provided; or
• the custom digital service has begun.

You may cancel a custom digital file before design work or file preparation starts. Once that work has started, the design/service element is not refundable for change of mind, except where required by law.

You may use a digital file only for the purpose agreed at the time of purchase — for example, printing it for your own use or display. You may not resell, redistribute, upload, share, copy, modify, recreate, extract, or otherwise exploit the file, whether for personal or commercial purposes, unless we have given you written permission.

If there is a technical problem with your digital file — for example, a corrupted or unreadable file — please contact us at contact@tellyourtrail.com and we will try to fix the issue or provide a suitable replacement file. This does not affect your rights if the file is faulty or does not match what was agreed.

Damaged, defective or incorrect items

If something arrives damaged or wrong, contact us within 14 days of delivery — and please send photos, as we need them to help you.

Please inspect your order when it arrives.

If your item is damaged, defective, incomplete, or incorrect, contact us at contact@tellyourtrail.com as soon as possible, and ideally within 14 days of delivery.

Photos we need. Because our items are produced and shipped by production and fulfillment partners, we can only assess a problem — and raise it with the relevant partner — if you show us clear evidence of it. Please send:

• a photo of the full poster (always required);
• a close-up photo of the damage, defect, or problem (always required);
• a photo of the packaging, including any visible damage (required for damages caused in transit);
• a photo of the packing slip or shipping label (only if available — it helps but isn't essential).

Please also include your order number and a short description of the issue.

We're firm about this for a reason. Without the required photos, we're genuinely unable to verify what happened or progress a claim with our partner — so we can't offer a replacement, reprint, or other remedy for a damage, defect, or incorrect-item claim until we've received them. This applies only to damage, defect, and incorrect-item claims. It does not affect your other legal rights — your 2-year legal guarantee and, where it applies, your 14-day right of withdrawal always remains in place (see sections 08 and 04).

Why we ask you to report quickly. Reporting within 14 days helps us assess the issue and raise it with our production or shipping partner while their own claim windows are still open — which is often how we resolve things fastest. For shipping damage in particular, please tell us as soon as you can, because couriers apply short deadlines for damage claims. The 14-day request helps us act quickly; it is not a deadline for your legal rights, which are explained in section 08.

How we put it right. For damaged, defective, or incorrect products, we'll first offer a replacement or corrected reprint, as our posters are printed to order. A refund or another solution may be offered where required by law or where we consider it more appropriate.

Please don't return a damaged or incorrect item before contacting us. In many cases the photos are enough for us to assess the issue, and returning an item early may complicate things. If a return is needed, we'll send instructions, and where the issue is our responsibility, we'll cover reasonable return costs.

Legal guarantee for consumers

As a consumer, you have a 2-year legal guarantee if a product is faulty or not as agreed. This applies to all our posters, including personalized ones.

If you are a consumer, you have a legal guarantee of conformity on the physical goods you buy from us. This is a legal right, separate from and additional to the 14-day right of withdrawal, and it cannot be limited or excluded.

Under this guarantee, we are responsible if a product does not conform to the contract — for example, if it is defective, damaged on arrival, or does not match what was agreed. In this policy, "what was agreed" means the product description, the order details, the options you selected, the final Studio preview you submitted, or the proof/draft you approved.

Examples of a non-conforming product include:

• the wrong item being sent — for example, the wrong size, the wrong product, or a different color option from the one you ordered;
• the finished poster being printed differently from the design you approved or submitted — for example, wrong text, wrong colors, or a wrong route line compared with your approved draft or Studio preview;
• a production or printing fault that makes the product defective, such as smudged, streaked, or misaligned printing;
• an error introduced by us after your Studio submission or proof approval.

It does not include:

• customer-entered mistakes or design choices that were visible before checkout or approval — such as spelling mistakes, wrong dates, incorrect names, route data errors, waypoint errors, or color and layout choices you selected;
• the type of paper, print finish, texture, or color appearance of a product, where this matches the product described at the time of purchase — different papers and printing naturally look and feel different, and this is not a fault (see our screen-and-print information in our Terms of Service);
• damage that happens after delivery through use, handling, framing, sunlight, humidity, or accidents, as this is not a fault in the product.

How long the guarantee lasts

The legal guarantee lasts 2 years from the date you receive the product. If a defect appears within the first year, it is generally assumed to have existed at delivery, unless we can show otherwise. After the first year, you may be asked to show that the defect existed at delivery.

What you are entitled to

If a product does not conform, you are first entitled to have it repaired or replaced free of charge. Because our posters are printed to order, the usual remedy will be a corrected reprint or replacement. If repair or replacement is impossible, cannot be done within a reasonable time, or fails, you may be entitled to a price reduction or a refund, in the cases provided by law.

This legal guarantee applies to all our physical products, including personalized, Studio-created, route-based, and bespoke posters. While those products cannot be returned for change of mind (see section 05), they are fully covered if they are faulty or do not conform to what was agreed.

To make a claim under the legal guarantee, please contact us at contact@tellyourtrail.com following the steps in section 07. Nothing in this policy limits your mandatory legal guarantee rights.

How to request a cancellation, return, replacement or refund

Always contact us first so we can review your request and give you the correct next steps.

To request a cancellation, return, replacement, or refund, email us at:

contact@tellyourtrail.com

Please include:

• your order number;
• the email address you used for the order;
• what you'd like: a cancellation, return, replacement, or refund;
• a short explanation of what's happened;
• photos — for damaged, defective, misprinted, or incorrect items, the specific photos listed in section 07 are required, as we can't assess or progress a claim without them.

Changed your mind? For a change-of-mind withdrawal of an eligible standard catalog poster (or a gift card), you can also use the withdrawal function on our website or the model withdrawal form — see section 04. If you'd rather email us, just tell us clearly that you're withdrawing, within the 14-day period.

We'll review your request and confirm the next steps by email. Whatever the reason, please let us know before you send anything back: for withdrawal returns so we can confirm the return details, and for damaged, defective, or incorrect items so we can tell you whether a return is needed at all (see section 10).

Return shipping, return address and product condition

Always email us before sending anything back, whatever the reason — so we know your return is coming and can confirm the right details.

Please contact us before you send any item back. Whatever your reason for returning something, email us first at contact@tellyourtrail.com with your order number. That way we can identify your return, confirm the right details, and know to expect it. Items that turn up without us hearing from you first may be delayed, or impossible for us to identify and process.

What happens next depends on why you're returning the item.

Change-of-mind returns (14-day withdrawal). If you're returning a standard catalog poster under your 14-day right of withdrawal (section 04), email us to tell us you're withdrawing, then send the poster back to us in Italy:

Tell Your Trail di Schipper Maud
Via Sogesia 4
31029 Vittorio Veneto (TV)
Italy

For these returns, you're responsible for the direct cost of return shipping and for the poster until it reaches us. You must use a tracked service and pack the poster properly (a rigid tube, not folded). The full rules — tracking, packaging, proof of postage, refunds, and any reduction for diminished value — are set out in section 04.

Damaged, defective, or incorrect items. If your item is damaged, defective, or incorrect (sections 07 and 08), email us first and don't send it back until we've confirmed the return details. In many cases the photos are enough for us to assess the issue, and a return may not be needed at all. Because our posters are produced through fulfillment partners, the right return destination may not be the Italian address above — so please wait for our instructions. Where the issue is our responsibility, we'll cover reasonable return costs.

Refund timing and method

Refunds go back to your original payment method — usually once we've received the returned poster, or proof that you've sent it.

Where a refund is due, we'll refund to the original payment method you used, unless we agree something different with you.

When we process refunds

• For change-of-mind withdrawal returns (section 04), we're entitled to hold your refund until we've either received the poster back or you've shown us valid proof that you've sent it. Once one of those has happened, we'll make the refund within 14 days.
• For damaged, defective, or incorrect items (sections 07 and 08), where a refund is the agreed solution, we process it once we've assessed the issue and confirmed the outcome with you.

Once we've processed a refund, your bank or payment provider may take a little longer to post it to your account — that last step is out of our hands.

How much we refund

• For withdrawal returns, we refund the price of the poster plus the standard outbound delivery cost, and we may reduce the refund where the poster's value has been diminished. The full rules — including return shipping, premium-delivery upgrades, and reductions for diminished value — are set out in section 04.
• For damaged, defective, or incorrect items, we don't reduce refunds for diminished value, because the problem isn't your fault.

Customs duties, import taxes, and local handling fees paid directly to third parties aren't refundable, except where the law requires otherwise or the issue was caused by our mistake.

If your original payment method is no longer available, just let us know and we'll arrange a suitable alternative.

Orders returned to sender or undeliverable orders

If a parcel can't be delivered for a reason on your side, that isn't a refund — but we can usually reship it at your cost.

Sometimes a parcel can't be delivered, and it's not because of anything wrong with your poster or our shipping. When that happens for a reason on your side — an incorrect or incomplete address, an uncollected parcel, refused delivery, or unpaid customs charges — it isn't treated as a cancellation, return, or refund request. We made and shipped your order correctly, so if you'd still like it, we can usually reship it at your cost.

If this happens, email us at contact@tellyourtrail.com as soon as you can, with your order number — the sooner we know, the more likely we can help.

Where reshipment is possible, the extra costs are yours. These may include new production, new shipping, return-to-sender costs, carrier fees, customs charges, or local fees linked to the failed delivery.

We don't refund personalized, custom-made, Studio-created, route-based, refused, unclaimed, abandoned, destroyed, or undeliverable orders — unless the law requires otherwise, or the problem was caused by our mistake, in which case we'll put it right at our cost.

If a standard catalog poster finds its way back to us in a condition we can recover and assess, we'll look at it case by case. Any refund, replacement, or reshipment will depend on the poster's condition, why it came back, the costs involved, and your rights.

Your legal rights are unaffected. This section is only about parcels that couldn't be delivered — not about problems with the poster itself. If a product is faulty, damaged, or not as described, your legal guarantee (section 08) and other rights that can't be limited by law still apply in full.

You'll find the full details in our Shipping & Delivery Policy.

Gift cards, sale items and special orders

Some items have special rules — but if you buy a gift card, your 14-day withdrawal right on that purchase still applies.

Gift cards.

If you buy a gift card from us, you, as the purchaser, have the same 14-day right of withdrawal as for a standard product (see section 04), as long as the gift card is unused.

This withdrawal right belongs to the person who bought the gift card, not to anyone who later receives it as a gift. To withdraw, the purchaser must contact us within 14 days of buying the gift card. Where the withdrawal is valid and the gift card has not been used, we refund the purchaser, using the original payment method.

Once a gift card has been redeemed, in whole or in part — by anyone — it can no longer be withdrawn or refunded, because its value has been used.

Separately from the withdrawal right, a gift card itself cannot be exchanged or redeemed for cash, except where the law requires otherwise. It can only be used towards purchases from us.

Gift cards are valid for 24 months from the date of issue. The expiry date is shown on the gift card and in the confirmation you receive when you buy it. After a gift card expires, it can no longer be used, unless we choose to accept it or the law requires otherwise.

Sale items.

Discounted or promotional items keep the same rights as any other order of the same type — a standard sale poster carries the 14-day withdrawal right (section 04), while a personalized or custom item on promotion remains exempt (section 05). Your legal guarantee (section 08) applies to sale items in the same way as to full-price items.

Special orders.

Personalized, custom, bespoke, Studio-created, route-based, digital, event, wholesale, partner, or special-order products may have different cancellation, return, or refund rules, as explained in this policy or agreed in writing.

Business, event and partner orders

Buying for a business or organization rather than yourself? You don't get consumer rights — and any agreement we've signed with you comes first.

Most of our customers are consumers, but we sell to businesses and organizations as well — for example, a trail association, a company ordering posters as gifts, an event organizer, or a running club.

What matters isn't the type of organization, but why you're buying. If you're buying for business, resale, event, professional, or organizational purposes, you are not buying as a consumer.

This means:

• The consumer rights in this policy do not apply to your order. This includes the 14-day right of withdrawal and the consumer legal guarantee. These are rights the law gives to consumers only.
• This policy still applies to your order in all other respects — it is our standard terms of sale.
• If we have agreed separate written terms with you — such as a signed agreement, quote, invoice terms, or purchase-order terms — those terms take precedence over this policy wherever they conflict. Anything they don't cover is governed by this policy.

If you're not sure whether you're buying as a consumer or a business, ask us at contact@tellyourtrail.com before you order, and we'll confirm it in writing.

Contact us

Questions about a return, cancellation or damaged order? Write to us and a real person will answer.

For cancellations, returns, damaged items, replacements or refunds, contact us at:

contact@tellyourtrail.com

For official seller details, see our Legal Notice / Seller Information.