Refund policy

At TEN56MAPS, our commitment to customer satisfaction is paramount. However, due to the made-to-order nature of our products, we are unable to offer refunds for changes of mind. Each item is uniquely made, and as such, we encourage customers to carefully consider their purchases. The following refund policy outlines the conditions under which refunds are offered, focusing on issues such as damaged products and items that never arrive. Please read the following terms carefully to understand how we manage refunds under these specific circumstances.

1. Refund Eligibility for Damaged Products

Photographic Evidence Required: To be eligible for a refund due to damage, customers must provide clear and conclusive photographic evidence of the damage. Photos must show the product's condition upon arrival and should be sent to our customer service team at mail@ten56maps.com

Notification Period: Customers must notify us and provide the necessary photographic evidence within 15 days of receiving the product. Requests for refunds due to damage reported beyond this period may not be accepted.

Assessment: Upon receiving photographic evidence, our team will assess the damage. Refunds will only be issued for damages that are deemed to have occurred before or during shipping, and not for any damage caused post-delivery.

Non-Refundable Circumstances: Please note that normal wear and tear or damage due to misuse, neglect, or alterations to the product will not qualify for a refund.

2. Refund Eligibility for Products That Never Arrive

Investigation Period: If a product has not arrived within 7 days past the estimated delivery date, customers are encouraged to contact our customer service team. We will initiate an investigation with our shipping partners, which can take up to 10 days.

Confirmation of Non-Delivery: A refund will be issued if, after investigation, we confirm that the product did not arrive due to a failure in our delivery process or that of our shipping partners.

Incorrect Delivery Information: If non-delivery is due to incorrect or incomplete delivery information provided by the customer, ten56maps may not be held responsible, and a refund may not be issued.

3. General Refund Conditions

Customer Responsibility: Customers are responsible for providing accurate and complete shipping information at the time of purchase. ten56maps is not responsible for lost or undelivered items due to incorrect shipping details provided by the customer.

Modification of Policy: ten56maps reserves the right to modify this refund policy at any time without prior notice. Any changes will be effective immediately.

For any questions or concerns regarding our refund policy, please contact our customer service team at mail@ten56maps.com We are here to assist you.