Refund policy

Return and Refund Policy

Overview

At Magnetize, customer satisfaction is our top priority. We strive to provide high-quality products and excellent service. If you are not completely satisfied with your purchase, we are here to help. Please read our return and refund policy carefully to understand your rights and our procedures.

Returns

Eligibility for Returns:

  • To be eligible for a return, your item must be unused and in the same condition that you received it or within our warranty rules.
  • The item must be in the original packaging.
  • You must provide a receipt or proof of purchase.

Non-Returnable Items:

  • Custom-made or personalised items are non-returnable unless they are defective or damaged upon arrival.

Return Period:

  • You have 14 calendar days to return an item from the date you received it, unless otherwise agreed upon.

Return Process:

  1. Contact Us: Email our customer service team at Jenny.frost@magnetize-moments.com to initiate a return. Please include your order number and the reason for the return.
  2. Return Authorisation: Once your return is approved, you will receive a return authorisation number and instructions on how to return your item.
  3. Shipping: You are responsible for paying for your own shipping costs for returning your item unless otherwise agreed. Shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
  4. Inspection: Once we receive your returned item, we will inspect it and notify you of the status of your refund.

Refunds

Refund Eligibility:

  • If your return is approved, we will initiate a refund to your original method of payment.

Refund Process:

  • The refund process may take 5-10 business days to complete, depending on your payment provider’s policies.

Partial Refunds:

  • In certain situations, only partial refunds may be granted, such as items that are not in their original condition, are damaged, or are missing parts for reasons not due to our error.

Exchanges

Damaged or Defective Items:

  • We only replace items if they are defective or damaged upon arrival. If you need to exchange a defective or damaged item for the same item, please contact us at Jenny.frost@magnetize-moments.com.  with details and a photo of the damage.

Late or Missing Refunds

If you have not received your refund within the expected time frame:

  1. Check with your bank or credit card company: Refunds may take some time to be officially posted.
  2. Contact your payment provider: There may be a processing delay before a refund is posted.
  3. Contact Us: If you have done all of this and still have not received your refund, please contact us at jenny.frost@magnetize-moments.com

Contact Us

If you have any questions about our return and refund policy, please contact us at:

  • Email: jenny.frost@Magnetize-moments.com
  • Phone: +44 7375968194

We value your business and are committed to ensuring a positive shopping experience. Thank you for choosing Magnetize – where we turn your cherished memories into timeless keepsakes.