Refund policy

Last updated: 13 August 2026

1. About this Policy

This Refund Policy explains how Mapworld handles returns, repairs, replacements and refunds for products purchased through mapworld.com.au, by telephone or by email.

Mapworld is operated by O'Keeffe Enterprises as Trustee for The MAPWORLD Trust, trading as MAPWORLD (ABN 56 143 667 206; ACN 107 186 569).

This policy should be read together with our Terms of Service, Shipping Policy and Privacy Policy.

2. Your Rights Under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.

Australian consumer guarantees may apply when a product:

Is faulty, unsafe or not of acceptable quality.
Does not match its description, sample or demonstration model.
Is not fit for its normal purpose or a particular purpose made known to Mapworld.
Was supplied incorrectly or was not provided with clear title.

The remedy available depends on the nature of the problem. For a major problem, you are generally entitled to choose a refund or replacement. For a minor problem, Mapworld may choose to provide a free repair or another appropriate remedy. If a minor problem cannot be fixed within a reasonable time, further remedies may be available.

Consumer-guarantee rights do not have a fixed 90-day expiry and may continue beyond any manufacturer’s warranty or Mapworld’s voluntary return period. Further information is available from the Australian Competition and Consumer Commission.

3. Return Options at a Glance

Reason for return	When to contact us	Available outcome	Return costs
Damaged, faulty or incorrect item	As soon as practicable and preferably within 90 days of purchase	Repair, replacement or refund, depending on the problem and applicable law	Covered by Mapworld where the return is approved or required by law
Change of mind	As soon as possible; written approval is required before returning the item	Approved refund less a 10% restocking fee	Customer pays return postage; original shipping is not refunded

The 90-day period above is Mapworld’s voluntary return-assistance window. It does not limit any longer period during which you may be entitled to a remedy under the Australian Consumer Law.

4. Damaged, Faulty or Incorrect Items

If an item is damaged, faulty, materially different from its description or supplied incorrectly, contact orders@mapworld.com.au.

Please provide:

Your order number or other reasonable proof of purchase.
A clear description of the problem.
Photographs of the product, packaging, shipping label and damage where relevant.
The remedy you are requesting.

Mapworld is responsible for assisting with products it sells. We may consult a manufacturer, publisher, supplier or carrier while assessing the issue, but we will not require you to resolve a valid consumer-guarantee claim directly with them.

5. Major and Minor Problems

A product may have a major problem if it is unsafe, substantially unfit for its normal purpose, significantly different from its description or affected by a problem that would have stopped a reasonable customer buying it had they known about it.

For a major problem covered by the Australian Consumer Law, you may reject the product and choose a refund or replacement. You may also choose to keep the product and seek compensation for the reduction in value where applicable.

For a minor problem, Mapworld may choose to repair the product or otherwise correct the problem at no cost to you. If we cannot do so within a reasonable time, you may be entitled to a replacement, refund or another remedy available under the Australian Consumer Law.

6. Mapworld’s 90-Day Return Assistance

Mapworld asks customers to report damaged, faulty or incorrect items as soon as practicable and preferably within 90 days of purchase. Early notification usually makes it easier to verify the problem, locate replacement stock and resolve carrier or supplier claims.

Following assessment, the available solution may be a refund, replacement or repair, depending on the nature of the issue, your legal rights and stock availability.

Reporting an issue outside 90 days does not automatically prevent a remedy. We will consider the product, its price, expected useful life, the nature of the problem and all applicable legal obligations.

7. Change-of-Mind Returns

Mapworld is not legally required to accept a return where you received the product ordered and simply changed your mind. However, we may approve a change-of-mind return at our discretion.

If approved:

A restocking fee equal to 10% of the value of the approved goods being returned will apply.
You are responsible for return postage and appropriate packaging.
The original shipping charge is non-refundable.
Any free-shipping benefit does not create a cash shipping credit.

The restocking fee and non-refundable shipping terms apply only to change-of-mind returns. They do not apply where a refund or other remedy is required under the Australian Consumer Law.

8. Conditions for Change-of-Mind Approval

A change-of-mind return will normally be considered only where:

You contact us and receive written approval before sending the item.
The item is unused, undamaged, complete and in saleable condition.
The original packaging, instructions, accessories and tags are included where applicable.
You provide your order number or other reasonable proof of purchase.
The item is packaged securely for the return journey.

Approval may not be available for products printed, cut, laminated, mounted, framed, personalised, specially ordered, made to a custom size or otherwise produced or altered for you. Clearance products and opened software or digital products may also be ineligible for a change-of-mind return. These limitations do not affect remedies available for faulty, damaged, incorrectly supplied or misdescribed products.

9. How to Return an Item

Email orders@mapworld.com.au before returning the item.
Include your order number, contact details, the reason for the return and photographs where relevant.
Wait for Mapworld to confirm whether the return is approved and provide any shipping instructions.
Repackage the product securely using its original packaging or packaging that provides equivalent protection.
Use a tracked postal or courier service unless Mapworld provides another method.
Email the tracking number to orders@mapworld.com.au.

Please do not send an item before receiving return instructions. Prior contact helps us identify the parcel, choose the correct return method and process the return promptly.

10. Return Address

Approved returns should be sent to:

Mapworld
Unit 2/14 Whyalla Street
Willetton WA 6155
Western Australia

Please clearly include your name, order number and return-authorisation details inside the parcel. Do not write directly on product packaging where doing so may damage the item or reduce its resale value.

11. Return Shipping and Tracking

Where Mapworld approves a return for a damaged, faulty or incorrectly supplied product, we will provide a suitable return method or cover reasonable return costs where agreed or required by law. Please contact us before purchasing postage, as unapproved premium or express-return charges may not be reimbursed.

For large, heavy or difficult-to-return faulty products, Mapworld will arrange collection or meet reasonable return costs where required under the Australian Consumer Law.

For an approved change-of-mind return, you are responsible for return postage, tracking, insurance where appropriate and secure packaging.

We strongly recommend tracked postage. Mapworld cannot assess or process a parcel that does not reach us, and we are not responsible for a change-of-mind return lost in transit before delivery to our premises.

12. Assessment of Returned Products

Mapworld may inspect and test a returned product before confirming the remedy. We will complete the assessment within a reasonable time and may contact you for additional information.

A product may not qualify for a consumer-guarantee remedy if the problem was caused by misuse, accidental damage after delivery, abnormal use, unauthorised modification, failure to follow instructions or ordinary wear and tear rather than a defect existing at the time of supply.

If an assessed item is not faulty and the return was not approved as a change-of-mind return, we will contact you before arranging redelivery or taking further action. Reasonable additional shipping costs may apply where permitted by law.

13. Refunds

Approved refunds will normally be issued to the original payment method. We may request reasonable information to verify the purchaser or transaction before processing a refund.

A refund required for a major product problem will be for the amount paid for the affected product, together with any other amount required by law. We will not deduct a restocking fee from a refund required under the Australian Consumer Law.

For an approved change-of-mind return, the refund will be calculated after deducting the 10% restocking fee and any original shipping charge. The returned item must first be received and accepted in accordance with this policy.

Mapworld will process an approved refund promptly. Banks, card issuers and payment providers may require additional time before the funds appear in your account.

14. Replacements and Repairs

Replacement products are subject to availability. If the same product is unavailable, we will discuss a suitable alternative or refund where appropriate.

Where repair is the appropriate remedy, we will explain the proposed process and provide the repair within a reasonable time. No repair, replacement or other remedy provided under the Australian Consumer Law will attract a restocking fee.

15. Goods Damaged in Transit

Please inspect your parcel and its contents promptly after delivery. All Mapworld orders are checked and packed carefully, but damage can occur in transit.

If your parcel arrives damaged:

Contact orders@mapworld.com.au as soon as practicable.
Provide the order number and clear photographs of the item, external packaging, internal packaging, shipping label and damaged area.
Keep the product and all packaging until we confirm whether they are required for assessment or a carrier claim.
Do not attempt a repair unless Mapworld authorises it.

Prompt notification helps us resolve the matter and make any carrier claim, but it does not remove rights you may have under applicable law.

16. Changes to this Policy

We may update this Refund Policy when our processes, products or legal obligations change. The updated version will be published on our website with a revised “Last updated” date.

The policy applying to an accepted change-of-mind return will normally be the policy in effect when the return was approved. Changes do not reduce rights that cannot lawfully be excluded.