Refund policy

Two kinds of things are sold here, and they are refunded differently: services (the Crest Commission, the Site Build Sprint, the small-business starter and its care plan) and made-on-order pieces (the printed merchandise). Nothing in this policy limits the rights you have under the consumer-protection law of your province or territory, including the legal warranty under Quebec's Consumer Protection Act.

Services

Deposits. A deposit books your slot and pays for the first stage of the work: the first study of a crest, or the discovery and first design direction of a site.

• Before work starts. If you change your mind within seven days of paying the deposit and before the first study or the discovery session has begun, write to shop@vaultrec.com and the deposit is refunded in full.
• Once work starts. The deposit pays for the stage it covers and is not refunded, because that stage has been delivered: the three directions of a crest, or the discovery and first direction of a site.
• If we cancel. If we cannot take the work on, or cannot finish it, anything you have paid is refunded in full, and whatever was made so far is sent to you.
• If the first study misses twice. For a crest, if the second study still is not right, we stop. The deposit covers the work done and the balance is never invoiced. There is no further refund.

Balances. The balance is invoiced when you approve the final line (crest) or the preview (site) and is settled before the final files are released, or at launch. Once the files are delivered or the site is live, the balance is not refundable. Anything that is broken in a site is fixed at no charge for thirty days after launch; that is a repair, not a refund.

Care plan. Billed monthly in advance. You can stop it with thirty days' notice; the current month is not refunded in part.

Refunds are made to the original payment method. Allow five to ten business days for the card issuer to show it.

Made-on-order pieces (merchandise)

Each piece is printed when you order it, through our print partner, Printful. Nothing sits on a shelf, which is why the rules are what they are.

• No returns or refunds for change of mind, a size that does not fit, or a colour that looks different on your screen. Check the size chart on the product page before ordering; garment measurements are listed in centimetres and inches. Canadian law does not require a seller to accept change-of-mind returns, and we say so plainly rather than quietly.
• Defective, damaged or wrong item. Write to shop@vaultrec.com within 30 days of delivery with your order number and two or three photos of the problem (the piece, the print, the packaging if it arrived damaged). We replace it at no cost. If a replacement is not possible, we refund it. You do not need to send the piece back.
• Lost in transit. If the tracking stops moving and the piece has not arrived within 30 days of the estimated delivery date, tell us and we send a new one.
• Wrong address. If the address you gave was wrong or incomplete and the parcel comes back to the print facility, we can re-send it once you have paid the new shipping. If it does not come back, we cannot replace it at no cost. Check the address at checkout; it is the one line we cannot fix after the fact.
• Your legal rights. Where provincial law gives you a warranty of quality or fitness on goods, this policy does not take it away.

Before you dispute a charge

Write to shop@vaultrec.com first. Most problems are solved in one message, and a card dispute freezes the order instead of fixing it.