Return & Refund Policy

We accept returns within 21 days of receiving your package, with no need to provide a reason. The 21-day return period begins on the date the goods are received by you (or a third party not acting as the carrier). This policy also applies to items purchased as gifts.

To be eligible for a return, items must be unused, in their original condition, and packaged in the original box or in equivalent protective packaging.

Please note: shipping prices exclude customs duties. These fees are the customer’s responsibility and are usually paid upon arrival in your country via an invoice from the courier. We do not accept returns or exchanges for personalized maps, as these are custom-made specifically for you. If a package is unclaimed and returned to us due to unpaid customs duties or incorrect address provided, extra costs - up to 80% of the product price - will be deducted from your refund or charged for reshipment.

Due to the large format and specialized packaging of our products, as well as the high cost of worldwide delivery, we are unable to offer free returns or exchanges.

How to Return Your Product

Step 1: Contact Us
Email us at contact@viagema.com to inform us of your intention to return the product. Please include your order number and photos of the product and its packaging.

Step 2: Repack the Item Carefully
Use the original box if possible. Ensure the map is well protected - especially the corners - and that the package is securely sealed to avoid damage during transit.

Step 3: Ship the Product Back
Send the securely packed item using a reliable courier service (e.g., DPD, DHL, FedEx) to the address below:

Rua Pedro Zanetti, 230 – Canguiri - Colombo - Paraná - Brazil - Zip Code 83412-585

Return shipping is at your own expense.
You may choose the delivery service that best suits your location and budget.

• Within Europe: we recommend DPD or DHL.
• In the USA and other non-EU countries: we recommend FedEx, TNT, or DHL

⚠️ Important: do not use standard postal services, as there is a high risk of damage and difficulty in processing claims. We cannot offer refunds for items damaged during transit if shipped via regular post.

Step 4: Send Us the Tracking Number
After shipping, please email the tracking number to contact@viagema.com

Step 5: Product Inspection
Once we receive the returned item, we will inspect it to confirm it is unused and in mint condition.

Step 6: Refund Processing
If the product meets the return conditions, we will issue a refund within 5 business days. The refund will be processed to the same payment method used for the original purchase.

What If My Order Arrives Damaged

If your order is lost by the courier or arrives damaged, we will replace it at no cost to you. However, if the package is visibly damaged upon delivery, you must document the damage immediately upon receipt. This evidence is required to file a claim with the shipping carrier.

If your order is damaged, please email us at contact@viagema.com with photos of both the package and the product as soon as possible.