1. Overview
At Map Your Medal, customer satisfaction is our priority. This Refund Policy outlines your rights and our procedures regarding returns, exchanges, and refunds for physical and digital products purchased via mapyourmedal.com.
This policy is compliant with Belgian law and EU Directive 2011/83/EU on consumer rights.
This policy is compliant with Belgian law and EU Directive 2011/83/EU on consumer rights.
2. Physical Products — Returns & Refunds
2.1 EU Statutory Right of Withdrawal (14-Day Cooling-Off Period)
If you are a consumer in the European Union, you have the right to return physical products within 14 calendar days of delivery without providing a reason. This period begins on the day you (or a third party you designate, other than the carrier) take physical possession of the goods.
2.2 How to Initiate a Return To initiate a return, please:
- Send an e-mail to hello@mapyourmedal.com with subject line 'Return Request – Order #[ORDER NUMBER]';
- Include your name, order number, and the item(s) you wish to return;
- Wait for our confirmation and return instructions before shipping.
2.3 Conditions for Return
Returned items must:
- Be in their original, unused condition;
- Be in their original packaging with all tags, labels, and accessories included;
- Be returned within 14 days of your withdrawal notification.
We reserve the right to refuse returns that do not meet these conditions or to deduct a restocking fee for returned items that show signs of use.
2.4 Return Shipping
Unless the product is defective or we have made an error, return shipping costs are borne by the customer. We recommend using a trackable shipping method, as we are not responsible for items lost in transit.
2.5 Refund Processing
Once we receive and inspect the returned item, we will notify you by e-mail. Approved refunds will be processed within 14 days of receipt of the returned goods, using the original payment method.
If you are a consumer in the European Union, you have the right to return physical products within 14 calendar days of delivery without providing a reason. This period begins on the day you (or a third party you designate, other than the carrier) take physical possession of the goods.
2.2 How to Initiate a Return To initiate a return, please:
- Send an e-mail to hello@mapyourmedal.com with subject line 'Return Request – Order #[ORDER NUMBER]';
- Include your name, order number, and the item(s) you wish to return;
- Wait for our confirmation and return instructions before shipping.
2.3 Conditions for Return
Returned items must:
- Be in their original, unused condition;
- Be in their original packaging with all tags, labels, and accessories included;
- Be returned within 14 days of your withdrawal notification.
We reserve the right to refuse returns that do not meet these conditions or to deduct a restocking fee for returned items that show signs of use.
2.4 Return Shipping
Unless the product is defective or we have made an error, return shipping costs are borne by the customer. We recommend using a trackable shipping method, as we are not responsible for items lost in transit.
2.5 Refund Processing
Once we receive and inspect the returned item, we will notify you by e-mail. Approved refunds will be processed within 14 days of receipt of the returned goods, using the original payment method.
3. Digital Products — Refund Policy
Due to the nature of digital content, refunds on digital products are generally not provided once the download has been accessed or the licence key has been revealed.
However, refunds for digital products will be granted in the following circumstances:
- The file is corrupt or inaccessible and we are unable to provide a working replacement;
- The product was materially different from its description;
- A duplicate order was placed in error and the product has not yet been accessed.
To request a digital product refund, contact us at hello@mapyourmedal.com within 7 days of purchase.
However, refunds for digital products will be granted in the following circumstances:
- The file is corrupt or inaccessible and we are unable to provide a working replacement;
- The product was materially different from its description;
- A duplicate order was placed in error and the product has not yet been accessed.
To request a digital product refund, contact us at hello@mapyourmedal.com within 7 days of purchase.
4. Defective or Damaged Goods
If you receive a product that is defective, damaged in transit, or does not match its description, please contact us at hello@mapyourmedal.com as soon as possible, and where possible within 7 days of delivery, to help us resolve your claim efficiently. Please include:
- Your order number;
- A description of the defect or damage;
- Clear photographs of the item and packaging.
We will offer, at our discretion:
- A free replacement;
- A partial or full refund;
- A store credit.
We will cover all return shipping costs for defective or incorrectly shipped items.
- Your order number;
- A description of the defect or damage;
- Clear photographs of the item and packaging.
We will offer, at our discretion:
- A free replacement;
- A partial or full refund;
- A store credit.
We will cover all return shipping costs for defective or incorrectly shipped items.
5. Non-Returnable Items
The following items are excluded from our returns and refund policy:
- Digital products that have been downloaded or whose access credentials have been revealed;
- Custom-made or personalised products — by placing an order for a personalised item, you explicitly acknowledge that production begins immediately upon order confirmation and that your statutory right of withdrawal is waived. This will be clearly communicated at checkout before payment;
- Perishable goods;
- Goods with broken seals that cannot be returned for hygiene reasons;
- Items purchased on sale or with a non-returnable promotional code (clearly stated at checkout).
- Digital products that have been downloaded or whose access credentials have been revealed;
- Custom-made or personalised products — by placing an order for a personalised item, you explicitly acknowledge that production begins immediately upon order confirmation and that your statutory right of withdrawal is waived. This will be clearly communicated at checkout before payment;
- Perishable goods;
- Goods with broken seals that cannot be returned for hygiene reasons;
- Items purchased on sale or with a non-returnable promotional code (clearly stated at checkout).
6. Exchanges
As a commercial courtesy, we offer exchanges within 14 days of delivery. Approved exchanges are issued as store credit. Direct product-for-product exchanges are not available.
Important: this exchange policy is a commercial arrangement separate from your statutory rights. EU consumers exercising their statutory 14-day right of withdrawal are always entitled to a monetary refund, not store credit. This policy does not affect your statutory rights under EU consumer law.
Important: this exchange policy is a commercial arrangement separate from your statutory rights. EU consumers exercising their statutory 14-day right of withdrawal are always entitled to a monetary refund, not store credit. This policy does not affect your statutory rights under EU consumer law.
7. Late or Missing Refunds
If you have not received your refund after 14 days, please first check with your bank or payment provider, as processing times may vary. If the issue persists, contact us at hello@mapyourmedal.com.
8. Contact
For all refund and return enquiries:
E-mail: hello@mapyourmedal.com
Response time: We aim to get back to you within 24 hours on working days.
E-mail: hello@mapyourmedal.com
Response time: We aim to get back to you within 24 hours on working days.
