Returns & Refunds Policy
Custom-order policy
StarMapCo sells personalized products. Every star map is generated from the date, time, location, and design choices entered by the customer, so digital downloads and physical prints are treated differently from off-the-shelf goods.
Digital downloads
Free preview is available before purchase. Once an HD download has been unlocked or downloaded, it is generally non-refundable. Exceptions may be made for duplicate charges, failed delivery caused by a technical issue on our side, or other billing errors that prevented the order from being fulfilled correctly.
Physical prints
Physical prints are custom-made after checkout, so change-of-mind returns are not accepted once production has started. If a print arrives damaged, defective, or materially different from the approved order, contact support@starmapco.com within 7 days of delivery with photos and order details. Approved cases may be resolved with a replacement or refund.
International shipping charges
Import duties, customs fees, VAT, brokerage charges, or other destination-country fees are not refunded by default unless they were charged incorrectly by StarMapCo. If a package is delayed, held, or returned because local import charges were not paid or the delivery information was incorrect, contact support@starmapco.com so we can review the next step with you.
How to request help
Email support@starmapco.com with your order email, order number if available, and a short description of the issue. For print problems, include clear photos of the packaging and the product.
Refund timing
When a refund is approved, it is sent back to the original payment method. Bank processing times vary, but most refunds appear within 5-10 business days.