Returns and exchange

We want you to love your Pinplace map. If something is not right, this page explains how returns, exchanges, and refunds work.

30-day returns

You may return eligible products within 30 days of receiving your order. Items must be in the same condition you received them: unused, undamaged, and in original packaging where possible.

Returns are accepted on both standard and personalized maps, provided the conditions below are met.

Return shipping costs

Return shipping is paid by the customer. We do not provide prepaid return labels unless the return is due to our error (wrong item sent, manufacturing defect, or damage in transit).

We recommend using a tracked shipping service and keeping your receipt until your refund is confirmed.

Restocking fee for maps with pinholes

Maps that have been hung and used — including those with pinholes — may still be returned within the 30-day window if they are otherwise in good condition.

However, a restocking fee of up to 20% may be deducted from your refund to cover inspection, refurbishment, or resale preparation. The exact fee depends on the condition of the returned map.

Non-returnable items

We cannot accept returns for:

• Items damaged after delivery through misuse, improper installation, or exposure to moisture
• Orders returned after the 30-day window
• Items missing components that were included in the original shipment (unless reported as missing on arrival)

How to start a return

1. Email hello@pinplacemaps.com with your order number, the item you wish to return, and the reason for the return.
2. Wait for return instructions and the correct return address. Do not send items back without confirmation.
3. Pack the map securely — ideally in the original packaging — and ship it using a tracked service.
4. Once we receive and inspect your return, we will notify you by email.

Refunds

Approved refunds are issued to your original payment method within 15 business days of us accepting your return. Depending on your bank or card provider, it may take additional time for the refund to appear on your statement.

Original shipping charges are non-refundable unless the return is due to our mistake. Return shipping costs are not reimbursed unless we explicitly agree otherwise.

Any applicable restocking fee will be deducted before the refund is processed.

Defective or damaged items

Please inspect your order as soon as it arrives. If you receive the wrong map, a defective product, or an item damaged in transit, contact us within 48 hours with photos of the product and packaging. We will make it right with a replacement, repair, or full refund as appropriate.

Exchanges

Need a different size, pin colour, or design? The fastest approach is to return the original item following the process above and place a new order for the map you want. This ensures accurate inventory and faster fulfillment.

If you need help choosing the right size, see our product page size guide or email us before ordering.

European Union right of withdrawal

If you are a consumer in the European Union, you have the right to cancel your order within 14 days of receiving your goods without giving a reason, in addition to our 30-day return policy.

To exercise this right, notify us clearly before the 14-day period expires. You must then return the goods within 14 days of notifying us. The same condition requirements and return shipping rules apply.

Questions

For return status or policy questions, contact hello@pinplacemaps.com or visit our Contact us page.