Refund policy
Every TheMapVault print is printed to order for you. For that reason we don't offer refunds or exchanges if you change your mind, order the wrong size, or no longer want the print.
Damaged, faulty or incorrect prints
If your print arrives damaged, has a printing fault, or isn't the map or size you ordered, we'll replace it free of charge. If a replacement isn't possible, we'll give you a full refund.
To report a problem:
- Email contact@themapvault.com within 14 days of delivery.
- Include your order number and clear photos of the problem, plus a photo of the packaging if it was damaged in transit.
- We'll reply within 2 working days and send your replacement as a priority.
You don't need to send the damaged print back.
Lost parcels
If your tracking hasn't updated for 10 working days, or shows the parcel as delivered but you haven't received it, email us and we'll investigate and send a replacement.
Cancellations
You can cancel an order within 2 hours of placing it by emailing contact@themapvault.com. After that, your print will already be in production and the order can't be cancelled.
This policy does not affect your statutory rights.