Refund policy
General
At Magicsketch, we strive to provide all our customers with a pleasant and secure shopping experience. This returns and refunds policy describes how returns and refunds are handled and the conditions that apply.
1. Statutory right of withdrawal
As a consumer, you have a 14-day right of withdrawal on all online purchases under English consumer law – including sale items – unless the item is custom-made or of a nature that cannot be returned for hygiene reasons. The 14-day period is calculated from the day you receive the item.
2. Extended return service
In addition to the statutory right of withdrawal, Magicsketch offers an extended return option of 30 days from receipt of the item. This service does not apply to promotional or sale items, for which only the statutory 14 days apply.
3. Condition of goods upon return
Goods must be returned unused and in their original packaging. If the goods have been handled more than necessary to determine their nature, characteristics and function, a reduction in value may occur, which will be deducted from the refund.
4. Return costs
The customer pays for return shipping, unless the item is defective or incorrectly delivered. We recommend sending returns with track & trace, as we are not responsible for lost shipments.
5. Defective goods
If you receive an item with a manufacturing defect or damage, please contact us as soon as possible. You can choose between a replacement or a full refund.
6. Return process
To initiate a return, please send an email to info@magicsketch.co.uk with your order number, reason for return and any photos (if applicable). You will then receive instructions and a return form.
Returns without the completed return form may take longer to process.
7. Refund
Once we have received and approved the returned item, we will refund the amount to your original payment method within 5–10 working days. Any delivery costs will not be refunded unless the return is due to an error on our part.
8. Exceptions
- Sale items cannot be exchanged voluntarily (only returned within the statutory 14 days or in case of defect).
- Custom-made items or items that are not suitable for return for health and hygiene reasons cannot be returned if the seal has been broken.
Contact
If you have any questions about returns, our customer service team is ready to help:
📧 Email: info@magicsketch.co.uk