We know that sometimes things change, and you might need to cancel or return your order, that’s why we’re here to help make it as easy as possible! All the info you’ll need is below. We’ve tried to keep it as brief and non-legalese as possible, so you won’t need a lawyer to translate it for you! We’re here for you and are happy to answer any and all questions.  Simply fill out the Contact Form on this site, or email hello@themagnetshop.co.uk for a quick and friendly response!

 

Your Right to Cancel

 

You have the right to cancel your order with no questions asked at any time up until we have dispatched it to you. What’s more, so long as you’ve contacted us before our order cut-off (3pm Mon-Fri) even if we aren’t able to respond to your request in time and your order gets sent, we will still immediately refund you in full.

 

We’re able to reply to most queries during office hours (9am-5pm Mon-Fri) pretty much straight away, however on the rare occasion we don’t make it in time and your order is sent out, if you wouldn’t mind marking it ‘return to sender’ when it arrives then that would be marvellous!

 

As an example of the above: if you order any time after 3pm on Wednesday, you have until 3pm on Thursday to let us know if you need to cancel for an immediate refund in full. As we aren’t able to send orders over the weekend, any order placed after 3pm on Friday can be cancelled up until 3pm on Monday.

 

What if I Need to Cancel After the Cut-Off?

 

If you need to cancel your order after the dispatch cut-off time then that’s still completely fine! We’ll accept your cancellation with no questions asked. However, if the 3pm deadline has passed then we can’t guarantee that your order won’t have been sent out. If it has, then we’ll need you to wait for it to be delivered and then return it to us before we’re able to refund you. We do ask that you pay the return cost, however very often you’ll simply be able to mark an item ‘return to sender’ and it should find its way back to us!

 

With that all said, we often don’t have our post collected until an hour or so after the cut-off time (it depends on when our postman arrives!) so please do get in touch as soon as possible and we’ll try our very best to intercept the order before it goes out and save you some hassle!

 

Our Returns Policy

 

If you receive your order but need to return all or part of it, then that is completely fine too! We offer a generous (well, we think so!) 30 day money back guarantee with no questions asked, so long as your order doesn’t come back to us damaged. By the way, that’s 30 days from when you receive your parcel, not from the order date, and that includes international orders! We know sometimes international post can take unusually long to arrive, and we don’t think it’s fair that that should eat into the time you have to decide if you need to return anything to us. Our only stipulation is that your order should be returned in resalable condition, in its original packaging and in an unused condition.

 

Please do read on for more info about our returns process (we’ll do our best to keep it quick but there’s a fair bit to cover. Do feel free to scroll on down to the FAQs section if you’re looking for a specific bit of info).

 

How to Return an Order

 

If you need to return all or part of an order then the first step is to get in touch and let us know! You have 30 days from the date your order was delivered to let us know if you need to return it. If you’ve simply changed your mind or don’t need the order anymore then that’s completely fine, as we said before you have complete peace of mind with our no questions asked money back guarantee. However, if you’ve received the order and it’s not quite working for you then please do let us know and we’ll do all we can to help! (We might ask you a couple of questions then so we can give you the best answer!)

 

Returning an Unneeded Order

 

Just let us know you’re going to return your order so we can be on the lookout for it! As soon as we receive it back we’ll inspect it to make sure it’s resalable and if it is we’ll provide you with a full refund. For unneeded orders/orders where you’ve changed your mind we do ask that you cover the cost of returning the goods to us.

 

 

If Your Order is Unsuitable for Purpose

 

If you’re returning an order because it’s not working for you, then once again please get in touch and let us know. We hope you’ll be able to explain the problem to us so we can help! It may be that we can offer an exchange for you for something more suitable, or indeed suggest an alternative way to use your product that will work better! Magnets are, by their nature, often misunderstood, (believe us, we’ve all been seriously confused before!) and it sometimes a bit of expert knowledge is required to determine the best magnet for a purpose. That’s why we’re always on hand to help point you in the right direction. We put our customers’ needs first, and even if we don’t stock the right solution for you we’ll still be happy to point you in the right direction. We’d rather lose your money and gain your satisfaction than give you the wrong thing for the sake of a sale!

 

If we’re unable to offer you a solution or an exchange, then we will happily refund you in full. Simply return your order to us within 30 days of receipt. In this case, we ask that you cover the cost of the return shipping, unless you contacted us for product advice and bought an unsuitable product on our recommendation. In this case, we will take full responsibility for the issue and cover all costs associated with getting the goods back to us.

 

If Your Order is Damaged

 

It’s sad, but all too often the postal service can be, to put it lightly, a bit heavy handed! We package all orders sent from our warehouse securely and make every effort to ensure all products reach you in perfect condition. In the vast majority of cases this does happen, but unfortunately accidents can happen. If you do receive a damaged order, then please take a photo of it and get in touch with us straight away! We’ll do all we can to make it right. Your photos help us understand if there’s something we can be doing better, but also give us evidence to go back to the delivery companies with to ensure damaged orders are followed up.

 

If your order is damaged then we will get back to you immediately and offer to either send you a replacement order via expedited delivery or offer you a refund in full. In this case, if you do opt for a refund then there’s no need to return the damaged item to us as it won’t be resalable, and we don’t want you having to wait for your money back!

 

 

 

Other Reasons for Return

 

We hope that we’ve pretty much covered everything, but if you need to return an order for a reason not listed above then please do get in touch and we’ll be happy to work with you to resolve any issues you may be having!

 

FAQs

 

Below are some Frequently Asked Questions, and we hope they might provide you with a quick answer! If your question isn’t listed below, or answered above, then get in touch with us and we’ll get back to you as soon as possible!

 

Can I cancel my order?

Yes, absolutely! Just make sure to contact us before the next order cut-off time (3pm Mon-Fri) to avoid having to wait for your order to be returned to us first.

 

How long do I have to change my mind?

You have 30 days from the date you receive your order to return it if needed. If you have issues after this time then please do get in touch and we’ll do our best to help. However, for returns requested outside of the 30 day period, we can’t guarantee we’ll be able to accept them. We evaluate these on an individual basis and if we feel we’re at fault (for example, if a product has stopped working as it should and we can’t recommend a solution), we’ll be happy to work with you to resolve any issues or concerns you may have.

 

Who pays the return shipping costs?

Normally it would be you, the customer, who is responsible for the cost of returning the goods. The exception would be if you have bought a product on our recommendation and it isn’t suitable for you.

 

 

 

My order was damaged in the post, what can I do?

If your order arrives damaged, then take a picture of it straight away and get in touch with us. We’ll either offer to replace the order with expedited shipping at no additional cost or refund you in full for the damaged goods.