When can you return your product
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
What can be returned
Our return policy covers 3 product classes
1 Customized products
2 Custom made products
3 Non customized products
Category 1: Customized products
In case you buy a product from our original or exclusive series and choose to add a personal message, the following conditions apply:
- The return value will be a maximum of 65% of the original price (depending on the state of the product and packaging), since we have to make a new back for the frame and we choose to discourage waste.
If you are uncertain whether you will have to return the item please do not add a personalized message, this way we can provide you with a full refund.
Category 2: Custom made products
A custom made product is any product with a marked location which was specifically added for you. Or any requested product which features a special geographical location which is not part of our original or exclusive series. Any products ordered through our custom made product page or shop item are in this category.
- All custom made products cannot be returned, we have made these items specifically for you and cannot accept a return.
Category 3: Non customized products
A product from our original or exclusive series which has no customized message or any other sort of engraving can be returned under the conditions described below. We do not accept the return of ‘SALE’ items.
Conditions for the returned product
- To be eligible for a return, your product must be unused and in the same condition that you received it. It must also be in the original packaging. In case of damage to the product or inner packaging only partial refunds can be granted.
- The cost of the return shipping are not covered by MAPLAB.
- We do not accept the return of ‘SALE’ items.
How to initiate a return
To complete your return, we require a receipt or the original email with your order details.
Please send this information to firstname.lastname@example.org . In your email header/topic please mention:
“RETURN: your order number, your name”
In the email please state the reason of your return and the account number to which the money needs to be transferred.
We will send you an email confirming we received your request and provide you with the address to which the product should be returned. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com mention “REFUND NOT RECEIVED:, your ordernumber, your name”.
Contact us at firstname.lastname@example.org for questions related to refunds and returns.