14 days to change your mind
Because you bought at a distance, EU law gives you 14 days from the day you receive your order to cancel, for any reason or none. You then have a further 14 days to send the goods back. This is your statutory right and it sits alongside — not instead of — your rights if something is faulty.
To cancel, email hello@terraform.ie with your order number. A sentence is enough; you do not have to give a reason or use a form.
Sending it back
- Return postage is yours to pay unless the item is faulty, damaged or not what you ordered — then we pay.
- Pack it as it arrived. A formed relief map is tough but the frame corners are not.
- Use a tracked service. Until it reaches us, it is your risk.
- Return address is on your dispatch note; ask us if you no longer have it.
We refund within 14 days of receiving the goods back, to your original payment method, including the standard outbound delivery charge. If you chose an upgraded delivery service we refund the standard rate only. If an item comes back damaged through handling beyond inspecting it, we may reduce the refund accordingly.
Faulty or damaged
Under the Consumer Rights Act 2022 goods must be as described, fit for purpose and of satisfactory quality. If a map is faulty, tell us within a reasonable time and we will repair, replace or refund. For transit damage, send a photo of the item and the outer carton within 14 days and we will remake it — no return needed unless we ask.
Hand-made variation in trim, registration and finish is not a fault; see clause 4 of the terms.
What the 14-day right does not cover
The Consumer Rights Directive excludes a few categories, and two of ours fall inside those exclusions:
- Bespoke commissions — goods made to your specification. Once we have started production the cooling-off right no longer applies. You can cancel free of charge at any point before we begin.
- Gift vouchers — once the code has been issued and sent. An unredeemed voucher can be cancelled within 14 days if the code has not been used.
Everything in the standard collection is covered, framed or unframed, opened or not.
Exchanges
We do not run a formal exchange process — it is faster to refund and reorder. If you want to swap unframed for framed, say so and we will handle it as one transaction rather than two.