Refund policy

Please remember that the products on this site are printed to your order. Please choose carefully, we don't offer refunds/returns or exchanges for change of mind, wrong decisions, or incorrect choice. If you have any queries about a particular poster - please contact us before placing your order.

The Underground Maps Company is a trading name of Philip Wilcock. 

GENERAL RETURNS AND REFUND POLICY

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

A refund or replacement may be offered by The Underground Maps Company if a customer receives a defective item.

The Underground Maps Company will endeavor to describe artworks for sale as accurately as possible and to take care to ensure that items are shipped in excellent condition. However, if a customer receives a defective item, they may return it to The Underground Maps Company for a refund or, alternatively, for a replacement from the same edition, if that is available.

The intention to seek a refund or replacement must be communicated by the customer via e-mail to sales@undergroundmaps.co within 48 hours of receipt of goods stating your full name and address, the order number, the item(s) you wish to return, and information summarizing the reason you wish to return the item(s). Please do not return any items to us before contacting our office and receiving a reply. Items must then be shipped to us within 7 days. Please email us the tracking number and date shipped to: sales@undergroundmaps.co.

Gift cards and items marked on sale are not eligible for refunds or replacement.

SHIPPING ITEMS TO THE UNDERGROUND MAPS COMPANY (IF APPLICABLE)

Please do not send your purchase back to the manufacturer.

Any item that is returned to us must be received in the original packaging, with all component parts and paperwork and in the same condition it was when delivered. The customer is responsible for paying the cost of returning the goods. Return shipping costs are non-refundable. It is recommended that the customer use a trackable shipping service and/or purchases shipping insurance. We don’t guarantee that we will receive your returned item. Returned items should be sent to: Philip Wilcock, 3/313 King Street North, Hastings, 4122, New Zealand..

REFUNDS AND REPLACEMENTS (IF APPLICABLE)

Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your claim for a refund or replacement. If you are approved for a refund, then it will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days. If you are approved for a replacement, then we will send you another print as the original order within 10 working days. The Underground Maps Company reserves the right to decide whether a customer receives a refund or a replacement.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to: 3/313 King Street North, Hastings, HKB, 4122, New Zealand.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@undergroundmaps.co.