Refund policy
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@magplay.com.au. We will send you all shipping information via email.
You can always contact us for any return question at support@magplay.com.au.
Please note the following details regarding returns and refunds:
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Restocking Fee: A 7% restocking fee applies to all returned items. This fee accounts for banking and processing charges incurred on every sale, even if the item is returned.
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Return Conditions:
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The returned item must be in its original, neat packaging: undamaged, unused, in the same set as the buyer received it, without losing its merchandise appearance (labels intact, protective film intact, etc.). When returning the product, it is necessary to submit a paper (printed) document of its purchase (a copy of the order, order). If the return conditions are not respected, we will not be able to proceed with the refund.
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Refund Process:
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Upon receiving and inspecting your return (typically within 2 business days), we will process your refund (if applicable).
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The refund will be applied to your credit card or original payment method.
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Depending on your credit card company, it may take an additional 2-10 business days for the credit to be posted to your account.
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Shipping Costs:
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You are responsible for all shipping costs associated with returning your order to our Australian location.
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Choose a carrier with tracking and insurance for your return shipment, as we cannot be held responsible for lost returns.
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All shipments must be prepaid; packages with outstanding fees payable will be rejected.
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Return Eligibility:
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MagPlay decals showing signs of use or in a condition different from the original cannot be returned.
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Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds for faulty item
If you receive damaged or defective products, please follow these steps to request a refund:
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Contact our Customer Support: Reach out to our customer support team within 7 days of receiving the damaged item. You can contact us at support@magplay.com.au.
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Provide Information: When you contact us, please provide the following information:
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Your order number
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Clear photos or a description of the damage or defect
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Any additional relevant details
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Assessment: Our team will assess the provided information to confirm the damage or defect.
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Return Authorisation: If your request is approved, we will provide you with a return authorisation and instructions for returning the damaged item.
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Return the Item: Ship the damaged product back to us as instructed. Please ensure it is securely packaged to prevent further damage during transit.
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Refund Process: Once we receive the returned item and confirm the damage, we will initiate the refund process.
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Refund Method: The refund will be issued using the original payment method used for the purchase. It may take 14 days for the refund to appear in your account, depending on your financial institution.
Please note:
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We reserve the right to refuse refunds if the damage is a result of misuse or mishandling.
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Shipping and handling fees are non-refundable.
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Refund policies may vary based on your location and applicable laws.
If you have any questions or need assistance with your damaged goods refund, please contact our customer support team at support@magplay.com.au.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@magplay.com.au.