Refunds, reprints and cancelling

Every print is made for one person from their own activity, so here is exactly what happens if you change your mind or something goes wrong.

Before you approve your first look

Cancel at any time before you approve your first look and we refund you in full. Just reply to any of our emails or write to hello@custommapprint.com.

After you approve it

Once you approve your first look by pressing Ship my print, or it is treated as approved (below), we send your print to be made. Because it is made to your specification, you cannot cancel it or return it because you have changed your mind. This is the usual position for personalised goods under UK consumer law. It does not affect your rights if something is wrong with it.

If we don't hear from you. We remind you by email at least twice. If you still have not replied 30 days after we sent your first look, we email you to say that we will print and send your order the next day, exactly as shown in that first look. If you do not reply by then, we print and send it, and treat it as approved. Any reply before then stops this, and if you ask for a change, the 30 days start again from your new first look. This only applies to a first look that needs nothing more from you: if we have asked you a question, we wait for your answer. Your rights if anything is wrong are the same as if you had pressed Ship my print.

If something is wrong

If your print arrives damaged, has a fault, or is different from the first look you approved, tell us within 30 days of delivery and we will reprint it or refund you in full, whichever you prefer. Send a photograph if you can. Please do not send the print back unless we ask.

After 30 days you still have your legal rights. If a fault appears later, we will reprint or refund.

If we cannot draw your data

Sometimes a file is too broken, or a place too thinly mapped, to make a print worth hanging. If that happens we tell you and refund you in full rather than print it anyway.

Digital files

When you buy a digital file, we ask you to agree that we start making it straight away and that you lose the right to cancel once it is ready to download. If you did not agree to that, you can cancel within 14 days. If the file is faulty or does not match the first look you approved, we fix it or refund you.

How refunds are paid

Refunds go back to the card or method you paid with, within 14 days of us agreeing them. Your bank may take a few more days to show it.

Your rights

Nothing here takes away your legal rights. In the UK these come from the Consumer Rights Act 2015. If you live in the US, Canada, Australia or New Zealand, you also keep the consumer protections of the law where you live.

Questions: hello@custommapprint.com