Refund & Return Policy
Last updated: November 2025
At Mapleby, we want you to be completely happy with your purchase. If something isn't right, we're here to help.
Return Window
You have 14 days from the delivery date to request a return or exchange.
Standard Items (Non-Personalised)
We accept returns for any reason within 14 days.
To be eligible:
- Item must be unused and in original condition
- Original packaging included
- No signs of wear or damage
You'll receive:
- Full refund to original payment method, OR
- Exchange for different product
Personalised Items
Because personalised items are custom-made specifically for you, we can only accept returns in the following situations:
We WILL accept returns for:
- Manufacturing defects or quality issues
- Engraving errors made by us
- Item damaged during shipping
- Product significantly different from description
We CANNOT accept returns for:
- Spelling or text you provided
- Change of mind after personalisation
- Incorrect information submitted by customer
Important: Please double-check all personalisation details before submitting your order. We engrave exactly as you provide.
Damaged or Defective Items
Received a damaged or defective item? We're sorry!
Please contact us within 14 days with:
- Your order number
- Photos of the damage or defect
- Description of the issue
We'll arrange:
- Free replacement, OR
- Full refund including original shipping costs
No need to return damaged items in most cases.
How to Request a Return
Step 1: Contact us
Email hello@mapleby.com with your order number, reason for return, and photos (if applicable).
Step 2: Wait for approval
We'll respond within 24 hours with return instructions and shipping address.
Step 3: Ship the item
Pack securely and ship to provided address. Keep your tracking number.
Step 4: Receive refund
Once we receive and inspect the item, we'll process your refund within 5 business days.
Refund Processing
Refunds are issued to your original payment method.
Processing time:
- Our processing: 1-3 business days after receipt
- Bank processing: 5-10 business days (varies by bank)
- Total: Up to 14 business days
You'll receive an email confirmation when your refund is processed.
Shipping Costs
Return shipping:
- Customer's responsibility for change of mind
- We cover shipping for defective or damaged items
- We cover shipping for our errors
Original shipping costs:
- Refunded only if return is due to our error
- Not refunded for change of mind returns
Exchanges
Want to exchange for a different item?
- Standard items: Exchange for any reason within 14 days
- Personalised items: Exchange only for defective items
Process:
- Contact us to request exchange
- Return original item (if required)
- We'll ship replacement once received
If new item costs more, we'll send payment link. If new item costs less, we'll refund the difference.
Cancellations
Before production:
Full refund, no questions asked. Contact us immediately after ordering.
After personalisation begins:
Sorry, we cannot cancel orders once engraving has started. Personalised items are made specifically for you.
Late or Missing Refunds
Haven't received your refund yet?
- Check your bank account again
- Contact your credit card company (processing can take time)
- Contact your bank
- If still missing after 14 business days, email us at hello@mapleby.com
Exceptions
We reserve the right to refuse returns that:
- Are requested after 14 days
- Show signs of use or wear
- Are missing original packaging
- Have been altered or modified
Contact Us
Questions about returns or refunds?
Email: hello@mapleby.com
Phone: +64 800 730 037 (Mon-Fri 9am-5pm NZST)
We typically respond within 24 hours and are happy to help resolve any issues.
Your Rights
This policy does not affect your statutory rights. Consumers in New Zealand, Australia, UK, EU, and other regions may have additional legal rights regarding returns and refunds.