Refund policy

Refund & Return Policy

All Viperys wooden city maps are personalized and handcrafted to order. Each piece is unique to you. Please read this policy carefully before placing your order.

NO STANDARD RETURNS ON PERSONALIZED PRODUCTS

Under EU consumer law (Directive 2011/83/EU, Article 16(c)), personalized and made-to-order goods are exempt from the standard 14-day right of withdrawal.

Because every Viperys map is custom-made to your exact specifications (your city, your frame color, your pin location, your engraved dedication), we cannot accept standard returns or offer full refunds.

We encourage you to review your digital proof carefully before approving production — you get two free rounds of revisions before we cut anything.

DISCRETIONARY 50% REFUND (EXCEPTION)

In exceptional circumstances, we may agree to a partial refund if you change your mind after the map has been produced:

- You must contact us within 14 days of receiving the order
- The map must be returned to our Polish studio in original packaging and undamaged
- You cover the return shipping cost
- Upon receiving the returned map in resellable condition, we refund 50% of the product value
- Shipping costs are non-refundable

This is offered at our sole discretion and is not guaranteed. Standard personalized orders should be considered final.

CRAFTSMANSHIP DEFECTS — LIFETIME GUARANTEE

If your map has a manufacturing or craftsmanship defect (cracked frame, resin issues, laser cutting errors not caused by mishandling), we cover it under our lifetime craftsmanship guarantee:

- Contact us with clear photos of the defect
- We will either repair, remake, or refund the order at no cost to you
- This covers craftsmanship only — not damage caused by accidents, mishandling, moisture, sunlight exposure, or normal wear

OUR MISTAKE — WRONG PERSONALIZATION

If we made an error on your personalization (wrong city, wrong engraving, wrong frame color compared to the approved digital proof), we will remake and reship a corrected map at no cost.

Please contact us within 7 days of receiving the order with photos showing the issue.

DAMAGED IN SHIPPING

See our Shipping Policy for the damage reporting procedure. You must inspect the package and report damage on the day of delivery, with photos and a damage report from the carrier driver. If you follow the procedure correctly, we remake your map at no extra cost.

CANCELLATIONS

Orders can be cancelled and fully refunded only if production has not yet started. Once we begin laser cutting your map (typically within 24-48 hours of proof approval), the order cannot be cancelled and the standard no-return policy applies.

HOW TO REQUEST A REFUND

Email us with:
- Your order number
- Reason for refund request
- Clear photos (if applicable)
- Description of the issue

We respond within 2 business days and resolve all cases within 14 days.

CONTACT

info@viperys.com
Viperys
Wiktorowo 32a
86-330 melno 
Poland