Refund Policy

Last updated: 30 April 2026

This policy explains when you can get your money back from Voyaprint. We try to keep the rules simple - pay only for what you'll use, and we'll make defective prints right.

Token packs (digital)

• Within 14 days of purchase, we will refund a token pack in full if no tokens have been used.
• Once any token from a pack has been used to unlock a voyage, the pack is considered consumed and is not refundable.
• Tokens never expire, so there is no time pressure to use them.

Physical prints (custom-made)

Each print is made to order from your specific voyage. Under EU consumer law (Article 16(c) of the Consumer Rights Directive) and equivalent rules in many other jurisdictions, custom and personalised goods are exempt from the standard 14-day right of withdrawal. That means we cannot accept a return because you changed your mind.

However, we do replace or refund prints in these cases:

• Defective on arrival - the print is broken, warped, missing layers, or has obvious printing errors. Send us photos within 14 days of receipt.
• Damaged in transit - the package or the model arrived damaged. Send photos of both the box and the model within 7 days of receipt.
• Wrong model shipped - you received a different voyage from the one you ordered.
• Lost in transit - tracking shows the package never arrived after the carrier's standard delivery window plus 14 days.

In any of those cases we will, at our option, ship a replacement free of charge or refund the order in full. We may ask you to return the defective item at our cost.

Failed prints - replacement tokens

If a print did not come out the way you hoped because of a model-file issue (a label that didn't print well, an unexpected geometry artifact, etc.), open a support ticket from the account menu and attach photos. At our discretion we may issue a replacement token so you can adjust the file and re-export. This is in addition to your statutory rights.

How to claim a refund

1. Open the account menu in the app and pick Get help, or email support@voyaprint.com.
2. Tell us your order number and what went wrong. Attach photos when relevant.
3. We will reply within 2 business days. Approved refunds are processed within 5 business days through Lemon Squeezy and arrive in your account within 5–10 business days depending on your bank.

Chargebacks

If you initiate a chargeback before contacting us, we will provide the bank with the order details and our records. Please write to us first - we are happy to fix anything that's wrong.