Your Guarantee Rights

THE FINE PRINT · THE GUARANTEE THAT COMES WITH EVERY POSTER

The legal guarantee that applies to every poster we make — what it covers, what it doesn't, and how to make a claim.

What this means at Tell Your Trail

Every poster we make comes with a 2-year legal guarantee. If something's wrong with it, we'll put it right.

The notice above sets out your rights under EU law. Here's how it works with us.

If you're a consumer, you have a legal guarantee of conformity on every physical poster you buy from us. It lasts 2 years from delivery, it's separate from and additional to your 14-day right of withdrawal, and it can't be limited or excluded.

What's covered

The guarantee covers things that are wrong with your poster — not a change of mind.

You're covered if your poster:

• arrived damaged;
• is defective — a printing fault, for example, such as smudged, streaked, or misaligned printing;
• is incorrect — the wrong item, or it doesn't match the design you approved or submitted.

This covers all our posters — standard catalog designs and personalized ones. Even though personalized posters can't be returned simply for a change of mind, they're fully covered if something's genuinely wrong with them.

What's not covered

Some things aren't faults — here's what falls outside the guarantee.

The guarantee doesn't cover:

• spelling, names, dates, or other details you entered yourself that were visible in the Studio preview before checkout, or in a draft you approved;
• the type of paper, print finish, texture, or color appearance, where it matches what was described at the time of purchase — different papers naturally look and feel different, and this isn't a fault;
• damage after delivery through use, handling, framing, sunlight, humidity, or accidents.

How to make a claim

Get in touch within 14 days of delivery where you can — and please send photos.

Email us at contact@tellyourtrail.com with your order number, a short description of the issue, and:

• a photo of the full poster;
• a close-up of the damage or problem;
• if it looks like damage in transit, a photo of the packaging too — please don't throw it away, as we need it to raise the claim with our print partner.

We need these photos to assess the problem and raise it with our production or shipping partner. Reporting quickly helps us act fast while our partners' claim windows are still open — but it isn't a deadline for your legal rights.

How we'll fix it

Our first step is a corrected reprint — and we'll always try to put things right properly.

If a poster doesn't conform, you're first entitled to a free repair or replacement. Because our posters are printed to order, this usually means a corrected reprint. If a repair or replacement isn't possible, can't be done in reasonable time, or doesn't fix things, you may be entitled to a price reduction or refund, in the cases the law provides.

If a defect appears within the first year, it's 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.

Changed your mind instead?

The guarantee is for when something's wrong. Changing your mind is a separate right.

If there's nothing wrong with your poster and you've simply changed your mind, that's the 14-day right of withdrawal — which applies to standard catalog posters bought exactly as shown, and to unused gift cards. It doesn't apply to personalized, Studio-created, route-based, or bespoke posters, because those are made to your specifications.

You can withdraw using the withdrawal function on our website, by email, or with the model withdrawal form.

Full details

You'll find the complete rules in our:

• Refunds, Returns & Cancellations Policy — sections 04, 07 and 08
• Terms of Service — section 13

Nothing on this page limits any legal rights that can't be limited by law.