Refund policy
Returns
Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, contact us straight away at contact@magplay.com.au and we will get it sorted.
We have a 14 day return policy. You have 14 days from the day your order is delivered to request a return.
To be eligible, the item must be unused, in its original packaging and in the same condition you received it. You will also need your order number or proof of purchase. MagPlay Wall decals that have been applied, or show any sign of use, cannot be returned for change of mind.
To start a return, email contact@magplay.com.au with your order number. Please wait for our reply before sending anything back. Items returned without a return request first cannot be accepted.
Change of mind returns
- Free return shipping. Once your return is approved we email you a prepaid return label. You do not pay for return shipping.
- 7% restocking fee. A 7% restocking fee is deducted from change of mind refunds. It covers the banking and processing charges we pay on every sale, even when the item comes back.
- Store credit has no fee. If you would rather take store credit than a refund, you get the full amount you paid as credit to spend on anything at MagPlay, with no restocking fee.
Damaged or faulty items
If your order arrives damaged or faulty, email contact@magplay.com.au within 7 days of delivery with:
- Your order number
- A photo of the damage or fault
- A photo of the packaging the order arrived in
In most cases we replace the item without asking you to send anything back. There is no fee and nothing to pay. Replacements are dispatched within 1 to 2 business days of confirming your photos. Occasionally we may ask for the item back so we can inspect it. If so, we send you a prepaid return label.
We reserve the right to decline a claim where the damage is the result of misuse, mishandling, or use on a wall type our Wall Compatibility Guide advises against.
Refunds
Once your return arrives and has been checked, we process your refund within 5 to 7 business days to your original payment method. Your bank or card provider may take a further 2 to 10 business days to show it in your account. Original shipping fees are not refunded on change of mind returns.
If more than 15 business days have passed since we approved your refund and you have not received it, email contact@magplay.com.au.
Exchanges
The fastest way to get what you want is to take store credit and place a new order, or return the item you have and make a separate purchase once the return is approved.
Cancelling an order
Changed your mind before your order ships? Email contact@magplay.com.au with your order number as soon as possible. If the order has not been dispatched we cancel it and refund you in full, with no restocking fee. Once an order has shipped it cannot be cancelled, but the returns process above applies.
Exceptions
Sale items and gift cards cannot be returned.
European Union 14 day cooling off period
If your order is shipped to the European Union, you have the right to cancel or return it within 14 days for any reason. The same conditions apply: the item must be unused, in its original packaging, and you will need your order number or proof of purchase.