Returns, refunds & cancellations

Scope of this policy

This policy covers physical products purchased directly on vatborn.com. Contact [email protected], use the contact form or call 0493 017 153 with your order reference or proof of purchase. We supply the return address privately when arranging a return; do not post goods before agreeing the return method.

Damage, print defects or incorrect items

Contact Vatborn promptly if a piece arrives damaged, has a print defect or differs from the product and configuration you ordered. Include the order reference, an explanation and clear photographs if available. Photos within seven days help investigate delivery damage, but seven days is not a deadline that removes your consumer rights.

We will assess the issue and arrange the appropriate remedy without charging you to correct our error. For an incorrect item, this includes supplying the correct item and covering the necessary shipping. Please contact us before posting an item back so we can agree on a safe return method.

Australian Consumer Law

Consumer guarantees apply to eligible purchases and cannot be removed by this policy. For a major failure, you can choose a refund or replacement. You may also have rights to compensation for loss or damage. For a minor problem, we can arrange a free repair or other suitable remedy within a reasonable time. Further remedies may be available if a problem is not resolved within a reasonable time.

Made-to-order status, discounts, painting or the end of a stated warranty do not automatically remove statutory rights. The appropriate claim period depends on the goods and circumstances; it is not limited to a fixed seven-day window.

Return costs and refunds

For confirmed faulty, damaged or incorrectly supplied goods, Vatborn covers reasonable necessary return costs. We may arrange a label or reimburse agreed postage; keep the receipt.

Refunds cover the amount paid for affected goods and any other amount required by law. Refunds are processed within 5 business days of approval through the original payment method unless another method is agreed. Your bank may need additional time to show the funds. We will not offer credit instead of a refund you are entitled to receive.

Change of mind and chosen configurations

We do not offer change-of-mind returns for correctly supplied made-to-order prints. Please check dimensions, scale, pack count, material and any assembly requirements before ordering. Choosing the wrong option is different from receiving an incorrect or misdescribed product. This change-of-mind rule does not restrict remedies for a fault or a failure to meet consumer guarantees.

Cancellation or changes before dispatch

Contact Vatborn as soon as possible if you want to cancel or change an order. We will check whether printing or dispatch has begun and explain the available options before making an agreed change. Do not assume a request has been accepted until Vatborn confirms it. Cancellation rights arising from a supply failure or other applicable law still apply.

If Vatborn cannot supply an accepted purchase, we will contact you and arrange an agreed alternative or refund for the unavailable goods. We will not substitute a different product without your agreement.

Care and assessment

Handle delicate pieces carefully and follow any product care or assembly instructions. Tell us about the problem before attempting a repair where practical. Damage caused solely by misuse or accidental handling may not qualify for a free remedy, but we will consider the actual cause and your applicable rights.