Refund policy

1. Returns Policy

1.1 Returns for Online Purchases

As a consumer, you have the right to cancel your online purchase and return the product within 14 days of receiving the goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The following conditions apply:

You must notify us of your intention to cancel the order within 14 days of receiving the goods.

You must return the goods to us within 14 days of notifying us of your cancellation.

The goods must be unused, in their original condition, and in the original packaging.

You are responsible for the cost of returning the items unless we have agreed otherwise (e.g., if the item is faulty).

To initiate a return, please contact our customer service team via email or the contact form on our website, providing your order number and the reason for the return. We will provide you with a return address and any further instructions.

1.2 Returns for In-Person Purchases

For in-person purchases, we do not offer a general right to cancel or return items unless they are faulty or not as described. However, we will accept returns or exchanges in the following cases:

The item is faulty or not as described.

The item is damaged at the point of sale.

You have purchased the wrong item, and we offer an exchange (store credit or product replacement) within 14 days of purchase, subject to the item being unused and in its original packaging.

Please retain your receipt or proof of purchase for all returns or exchanges made in-store.

1.3 Faulty Goods

If you receive a faulty product, please contact us immediately. Any claims for damaged or faulty goods must be accompanied by imagery or other proof, which we may request in order to realistically and accurately assess your claim. Under UK law, you have the right to a repair, replacement, or refund for faulty goods within 30 days of purchase. If a fault occurs after 30 days, you may still be entitled to a repair or replacement, depending on the circumstances.

1.4 Refunds

Refunds will be processed to your original payment method within 14 days of receiving the returned goods. Refunds will be issued to the original payment method used for the purchase. If you return an item in-store, we will offer you a refund, exchange, or store credit depending on the circumstances and your preference. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 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@magicmerch.co.uk. 

1.5 Exclusions

The following items are excluded from our returns policy:

Goods made to your specifications or personalised items.

Perishable items (e.g., food, plants, etc.).

Sealed items that have been unsealed after delivery for hygiene reasons (e.g., face masks, personal care products).

2. Consumer Rights

Right to Cancel: You have the right to cancel your order under the Consumer Contracts Regulations, within 14 days of receiving your goods, without providing any reason.

Statutory Rights: Your statutory rights, including your right to return faulty or mis-described goods, are unaffected by this returns policy.

2. Contact Us

For any inquiries related to delivery or returns, please contact our customer service team at:

Email: support@magicmerch.co.uk

We aim to resolve any issues promptly and to your satisfaction.