Returns, Refunds & Reprints

1.Why we can't accept change-of-mind returns

Each print is custom-made from your own design, with your places, route, notes and photos, so we can't resell it to anyone else. For that reason, personalised goods are not covered by the usual 14-day right to cancel an online order once production has started. In the UK, this exception is in regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

That means we don't accept returns or give refunds if you simply change your mind, choose the wrong size or frame, or spot a mistake in your design after the order has gone to print. Please check your design carefully before you pay.

2.Cancelling an order

You can cancel your order for a full refund, including any delivery charge, within 1 hour of placing it. We hold every order for an hour before sending it to print, so you have time to spot a mistake. Use the Cancel order button on your order page (the link is in your confirmation and in your account), and the refund is made automatically.

If you can't use the button, email support@mapsie.shop within the hour with your order number and we'll cancel it for you. Once your order has been sent to our print partner, it can't be cancelled or changed, including the design, size, frame or delivery address.

3.If your print arrives damaged, faulty or not as designed

We'll put it right free of charge if your print:

• arrives damaged, for example creased, torn, scratched or with a broken frame or glazing;
• has a printing fault, such as streaks, smudges, missing areas or a badly misaligned print; or
• isn't what you designed and ordered: for example, the wrong design, size, orientation or frame, or something in your design that is missing or noticeably different from your final preview.

How to tell us

1. Email support@mapsie.shop within 30 days of delivery.
2. Include your order number and a short description of the problem.
3. Attach at least one clear photo of the problem. If it was damaged in transit, a photo of the packaging helps too.
4. Please keep the print and packaging until we've sorted it out.

Once we've looked at your photos, we'll offer you a free reprint (sent by the same delivery method you originally chose) or a full refund, including what you paid for delivery. It's your choice.

What isn't covered

• Mistakes that were in the design you submitted, such as spelling errors, wrong dates, low-resolution or blurry photos, or stickers and labels placed where you put them.
• Small colour differences between your screen and the printed paper. Every screen shows colour differently.
• Map details shown in your preview, such as place names, borders or the path of an automatically calculated route.
• Damage caused after delivery, for example while hanging or moving the print.

4.Lost or late parcels

If your order hasn't arrived by the end of its estimated delivery window (see our Shipping & Delivery policy), please email us. We'll chase it with the courier, and if it has been lost we'll send a free reprint or give you a full refund. If the courier hasn't found it within 5 working days of your email, we treat it as lost.

If a parcel can't be delivered because the address given at checkout was incorrect or incomplete, we can't offer a free reprint, but please get in touch and we'll help however we can.

5.How refunds are paid

Refunds are made to the card or payment method you used, through our payment provider Stripe. We'll process your refund within 14 days of agreeing that you're entitled to it. Depending on your bank, it can take a further 5 to 10 working days to appear in your account. Refunds are made in the currency you paid in, and are for the amount you actually paid (after any discount code).

6.Your legal rights

This policy is in addition to your legal rights as a consumer, and nothing in it takes them away. Even after our 30-day window, you may still be entitled to a repair, replacement, refund or price reduction if your print is faulty or not as described.

• UK: your rights under the Consumer Rights Act 2015 include a 30-day right to reject faulty goods for a full refund, and you may be able to make a claim for up to six years. For more, see Citizens Advice.
• Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
• United States: this policy applies, along with any rights given to you by the law of your state.

Questions? Email support@mapsie.shop and a real person will help. You can read our full Terms & Conditions too.