Returns and Refund Policy

Last updated: 2 June 2026

1. Overview

This Returns and Refund Policy explains how cancellations, returns and refunds are handled for orders placed through our website by customers in the United Kingdom.

We aim to provide a clear and fair returns process while respecting your statutory rights under applicable UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

2. Your Statutory Right to Cancel Online Orders

If you purchase goods from us online, you normally have the right to cancel your order without giving a reason within 14 days from the day after you receive the goods.

To exercise this right, you must inform us of your decision to cancel within the 14-day cancellation period.

Once you have informed us that you wish to cancel, you must return the goods to us within a further 14 days.

Certain legal exceptions may apply, for example to personalised goods, perishable goods or sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. These exceptions will only apply where relevant to the products sold.

3. Our 30-Day Return Policy

In addition to your statutory cancellation rights, we accept return requests made within 30 days of delivery, subject to the conditions set out in this policy.

This additional returns policy does not reduce or restrict any rights you may have under UK consumer law.

4. Return Conditions for Non-Faulty Items

Where you return an item because you have changed your mind, the item should be returned:

• within the applicable return period;

• safely packaged to prevent damage during transit;

• with original packaging, inserts and included items, where reasonably possible; and

• without damage, misuse or handling beyond what is reasonably necessary to inspect the product.

You may inspect an item in a similar way to how you would examine it in a physical shop. However, where the value of the goods has been reduced because of unnecessary handling, use or damage after delivery, we may make an appropriate deduction from the refund, as permitted by law.

Your statutory rights remain unaffected where goods are faulty, damaged, incorrect, misdescribed or otherwise not in conformity with the contract.

5. Pre-Order Cancellations

If you place an order for a pre-order item, you may contact us to request cancellation before the item has been dispatched.

Where a pre-order has not yet been dispatched and you request cancellation, we will process the cancellation and refund any eligible payment made for that cancelled item to your original payment method.

Release dates and availability estimates for pre-order products may change due to circumstances outside our control. Where a material delay occurs, we will provide relevant information where reasonably possible.

Once a pre-order item has been dispatched, your cancellation and return rights will be handled in accordance with this policy and your applicable UK consumer rights.

6. Faulty, Damaged, Incorrect or Misdescribed Items

Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described.

If your item arrives faulty, damaged, incorrect or not as described, please contact us promptly using the contact details below:

Email: storemagauk@libero.it
Telephone: +44 7577 352946

Please provide:

• your full name;

• your order number;

• details of the affected item; and

• photographs or other evidence of the issue, where reasonably possible.

If goods are faulty, damaged, incorrect or misdescribed, you may be entitled to a remedy under the Consumer Rights Act 2015. This may include a refund, repair or replacement, depending on the circumstances and the time elapsed since delivery.

Where you exercise the short-term right to reject faulty or non-conforming goods within 30 days of delivery, you may be entitled to a full refund in accordance with UK law.

We will cover reasonable return costs for goods confirmed to be faulty, damaged in transit, incorrect or misdescribed.

7. Refunds

Where you validly cancel an online order under your statutory cancellation rights, we will refund payments received from you for the returned goods, including the cost of our least expensive standard delivery option offered at checkout, where applicable.

If you selected a more expensive delivery method, we are not required to refund the additional cost above the standard delivery option.

Refunds will be processed to the original payment method without undue delay and no later than 14 days after the earliest of:

• the day we receive the returned goods; or

• the day you provide evidence that the goods have been returned.

We may withhold the refund until we have received the goods back or you have provided evidence of return, unless we have offered to collect the goods.

Your bank or payment provider may require additional processing time before the refund appears in your account.

8. Return Postage Costs

For returns made because you have changed your mind, you are responsible for the direct cost of returning the goods to us, unless we expressly agree otherwise or provide you with a prepaid return label.

For goods that are faulty, damaged in transit, incorrect or misdescribed, we will cover reasonable return postage costs in accordance with your statutory rights.

9. Non-Returnable Situations and Refund Deductions

We may refuse a return under our additional 30-day store policy, or reduce the amount refunded, where a non-faulty item:

• is returned outside the applicable return period;

• has been damaged after delivery;

• has been used or handled beyond what is reasonably necessary to inspect it; or

• is returned incomplete or in a condition that reduces its value.

Nothing in this section limits your statutory rights in relation to faulty, damaged, incorrect, misdescribed or non-conforming goods.

10. How to Request a Return or Cancellation

To request a return or cancellation, please contact us at:

Email: storemagauk@libero.it
Telephone: +44 7577 352946

Please include:

• your full name;

• your order number;

• the item or items you wish to return or cancel;

• the reason for the return, where relevant; and

• photographs of any fault, damage or incorrect item, where applicable.

We will provide you with the relevant return instructions.

Return address:
Unit 18, Creech Mills Industrial Estate, Creech St. Michael, Taunton, Somerset, England, TA3 5PX

Please do not send a return without first contacting us, so that we can provide the correct return instructions and help avoid delays.

11. Consumer Rights

Nothing in this Returns and Refund Policy excludes, limits or affects your statutory rights under applicable United Kingdom consumer law.

For further information about your consumer rights, you may contact Citizens Advice or refer to official UK Government consumer guidance.