Refund policy
Every LAYR piece is made to order, by hand, for one person and one route. That changes how returns work compared to an off-the-shelf product — so here is exactly what you can expect, in plain language.
Custom-made, so no change-of-mind returns
Because each map is personalised to your chosen route and frame colour, it cannot be unmade and sold to anyone else. For that reason, custom and personalised products like ours are exempt from the standard 14-day right of withdrawal under EU consumer law. In simple terms: once a custom piece is made, we are not able to accept a "changed my mind" return.
We know that only feels fair if you can be sure of what you are ordering — so we built the ordering experience around exactly that.
See your exact piece before you buy
Our live 3D configurator shows you your finished map on screen before you pay. You choose your route, pick your frame colour — black, white or natural wood — and watch your piece take shape in a real-time 3D viewport.
What you approve on screen is what we make. There are no surprises in the box, because you have already seen it.
If something is wrong, we put it right
The above is only about changing your mind. Your protection if something is genuinely wrong with your order is completely separate — and it is strong.
If your piece arrives damaged, faulty, or not what you ordered because of an error on our side, we will make it right at no cost to you. That means a free remake and replacement, or a full refund — your choice, and ours to honour.
This is backed by the statutory guarantee of conformity, which applies across the EU for up to two years. If your map does not match what you ordered, or develops a fault that was present from the start, you are covered.
- Arrived damaged in transit? We send a free replacement.
- A fault or defect that's our error? Free remake or full refund.
- Not what you ordered? We correct it, no quibble.
How to make a claim
It is quick and friendly. Email us at info@layrmap.com and include:
- Your order number.
- A few clear photos showing the issue (and the packaging, if it arrived damaged).
Please get in touch within a reasonable time of noticing the problem. We will reply, sort out the next steps, and take care of the rest. You can also reach us through the Message us bubble on any page if that is easier.
A quick summary
- Change of mind: not possible on custom pieces — but our 3D preview lets you approve your exact map before buying.
- Damaged, faulty or wrong order (our error): free replacement or full refund.
- Guarantee of conformity: applies for up to two years across the EU.
- To claim: email info@layrmap.com with your order number and photos.
We are a small studio of two, and we genuinely care that you love what you receive. If anything is ever not right, tell us — we will look after you.
Ready to create yours? Design your map or pick your size.