Refund policy

Refunds & Replacements

At MappaePilot, every wooden map is individually handcrafted and made to order specifically for each customer. Because our products are personalized and created based on your selected design, size, and customization details, we are unable to accept returns, exchanges, or provide refunds for buyer’s remorse, changes of mind, or incorrect information provided by the customer during checkout.

This includes, but is not limited to:

Incorrect shipping addresses provided by the customer
Incorrect customization details submitted by the customer
Changes of preference after production has started
Personal reasons or changes of mind

Each wooden map is handcrafted using natural wood materials. Slight variations in wood grain, texture, color, and finish are normal characteristics of handmade products and are not considered defects.

However, we stand behind the quality of our craftsmanship. If an issue occurs due to an error on our part, such as:

Incorrect product sent
Incorrect customization caused by our production process
Manufacturing defects
Significant damage caused during production or packaging

we will offer you either:

A free replacement with the correct product, or
A full refund for your order

For issues caused by our error, customers are not required to return the original product. Since each item is custom-made and cannot be resold or reused, we will handle the issue directly without requiring a return.

Order Changes & Cancellation

Orders can only be modified or cancelled before production begins.

Once your order has entered production, it can no longer be changed or cancelled because each product is custom-made specifically for you.

Production may include design preparation, customization confirmation, material cutting, engraving, assembly, quality inspection, or packaging preparation.

Damage During Shipping

Please inspect your order immediately after delivery.

If your item arrives damaged, defective, or if you receive the wrong product, please contact us within 7 days of delivery at:

hello@mappaepilot.com

Please provide:

Your order number
Clear photos of the product
Photos of the original shipping packaging
A brief description of the issue

Our team will review your request and provide an appropriate solution, including a replacement or refund when applicable.

For approved cases caused by our error, you will not be required to return the original product.

How to Report an Issue

If you experience any issue with your order, please contact us at:

hello@mappaepilot.com

Please include your order number and supporting photos so our team can quickly review your case.

Please do not send products back without receiving prior approval from our customer service team. Unauthorized returns will not be accepted.

Exchanges

Due to the personalized and made-to-order nature of our wooden maps, we do not offer exchanges under normal circumstances.

Each product is created specifically according to the customer's selected options and cannot be resold as a standard item.

European Union Customers (Right of Withdrawal Exception)

For customers located in the European Union, please note that the statutory 14-day cooling-off period, also known as the right of withdrawal, does not apply to goods made according to the customer's specifications or clearly personalized products.

As all MappaePilot products are custom-made and personalized, our standard non-returnable policy applies to EU orders as well.

Refund Processing

If a refund is approved, we will notify you immediately.

Approved refunds will be issued to your original payment method within 5 business days after approval.

Please note that your bank, credit card company, or payment provider may require additional processing time before the refund appears in your account.

If more than 7 business days have passed since your refund was approved and you have not received your refund, please contact us at:

hello@mappaepilot.com