Política de reembolso

Refund and returns policy

Last updated: September 25, 2026

At Map Shop, we strive to ensure a safe and transparent shopping experience. This Refund and Returns Policy applies to purchases made through our online store and should be read in conjunction with the legal rights applicable to consumers in Portugal and the European Union.

1. Right of withdrawal — 14 days

If you are a consumer in the European Union, you have the right to cancel your purchase within 14 calendar days, without the need to provide any reason.

The 14-day period begins:

on the day on which you, or a third party indicated by you other than the carrier, receive the product; or
when multiple products from the same order are delivered separately, on the day on which you receive the last product.

To exercise your right of withdrawal, please contact us via the form available on the Contact page of our website, providing your:

name;
order number;
product you wish to return;
intention to exercise your right of withdrawal.

Once we receive your notification, we will provide the necessary instructions for the return.

You must send the product back within a maximum of 14 days after notifying us of your decision to cancel the purchase.

2. Condition of returned products

The consumer should handle and inspect the product only to the extent necessary to verify its nature, characteristics, and functioning.

Exercising the right of withdrawal does not depend on the product being sealed or free from any signs of handling.

However, the consumer may be held liable for any diminished value of the product resulting from handling beyond what is necessary to verify its nature, characteristics, and functioning.

Whenever possible, we recommend that the product be returned:

with the original packaging;
with accessories;
with manuals;
with tags;
with all supplied components.

The absence of original packaging, in itself, does not eliminate the legal right of withdrawal where applicable.

3. Return costs

Except when the product is defective, damaged, sent incorrectly, or when we have expressly stated that we will cover the return costs, the direct costs of returning the product arising from the exercise of the right of withdrawal are borne by the consumer, provided that this information was made available prior to the purchase.

When the return is due to:

a defective product;
a product damaged during transit;
a product different from the one ordered; or
our error,

we will cover the reasonable costs of the return.

4. Refund

After receiving the returned product and verifying its condition, we will process the refund in accordance with applicable legal rights.

When the consumer validly exercises their right of withdrawal, we will refund payments received, including standard delivery costs paid for the order.

If the consumer chose a delivery method more expensive than the standard method offered by Map Shop, the additional cost of that method will not be refunded.

The refund will be issued using the same payment method used for the purchase, unless otherwise expressly agreed upon.

The refund will be issued without undue delay and, as a rule, within the legally applicable timeframes. We may withhold the refund until we have received the returned product or until you have supplied evidence of having sent back the goods, whichever occurs first.

The time required for the funds to appear back in your account also depends on your bank, card issuer, or payment method provider.

5. Defective, damaged, or incorrect products

Please inspect your order as soon as you receive it.

If the product:

is damaged;
is defective;
does not function correctly;
is incomplete; or
is different from the product ordered,

please contact us via the Contact page as soon as possible.

Please provide the order number and, when necessary, send photographs or other information that will allow us to assess the issue.

In these situations, the consumer's legal rights remain fully applicable.

We do not charge the consumer for return costs when the issue is our responsibility.

6. Legal warranty

Products sold to consumers in the European Union are subject to the applicable legal warranty of conformity, without prejudice to any additional commercial warranties offered by the manufacturer or Map Shop.

The existence of a 14 or 30-day return policy does not limit or replace the legal warranty of conformity.

If a product lacks conformity within the applicable legal period, the consumer may be entitled, as appropriate, to repair, replacement, price reduction, or contract termination, in accordance with applicable legislation.

7. Products that cannot be returned

The right of withdrawal has some exceptions provided for by law.

These may include certain products that are:

customized or made to the consumer's specifications;
which, by their nature, cannot be returned;
liable to deteriorate or expire rapidly;
sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;
sealed audio or video recordings or computer software which were unsealed after delivery;
digital content not supplied in a tangible medium, where performance has begun with the consumer's prior express consent and acknowledgment that they will lose their right of withdrawal.

Promotional products do not automatically lose their right to return or withdrawal.

Likewise, the use of a gift card does not, in itself, eliminate the legal rights applicable to the purchase.

8. Personal care and hygiene products

Hygiene or personal care products may only be subject to the exception to the right of withdrawal when they effectively meet the applicable legal requirements, namely when they are sealed products that cannot be returned for health or hygiene reasons and have been unsealed after delivery.

Therefore, we do not automatically consider all beauty or personal care products as non-returnable.

9. Exchanges

We do not necessarily carry out direct product exchanges.

If you would like another product, you may request a return of the original product, where the right of return applies, and place a new order.

This does not affect the consumer's legal rights regarding defective or non-conforming products.

10. Promotional products

Products purchased during promotions remain subject to the applicable legal rights of return, withdrawal, and warranty.

A promotion or price reduction does not eliminate the consumer's legal rights.

11. How to request a return

To initiate a return, contact us via the Contact page:

Map Shop
Email: contato@mapsoftworks.com

Please provide:

Full name;
Order number;
Product to return;
Reason for return, where applicable;
Photographs, in the case of a damaged, defective, or incorrect product.

After receiving your request, we will provide the applicable return instructions.

Do not send products to an address other than the one indicated in the return instructions.

12. International returns

For orders shipped outside of Portugal or the European Union, there may be additional rules regarding international transport, customs, taxes, and import duties.

Where applicable, these conditions will be presented to the consumer before completing the purchase.

The mandatory legal rights applicable to the consumer are not affected by this provision.