Cancellations and Returns
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (formerly the Distance Selling Regulations) provides consumers with the right to a 'cooling-off' period to allow you to change your mind. Under these regulations, you have the right to cancel your order within 14 days of delivery (starting the day after you receive the goods) and to return the goods for a refund.
Cancellations before dispatch
We are happy to cancel any order before dispatch. Send us an email via the ‘Contact Us’ or ‘Contact Seller’ and we will cancel the order and request a refund. Orders are dispatched at 1pm every week day, and requests to cancel orders must reach us before 12.45pm.
Returns after dispatch
Either send us an email via the ‘Contact Us’ or ‘Contact Seller’ function within 30 days of receiving your goods stating that you wish to cancel the order. You will also need to open a Return Case in eBay's Resolution Centre. If you are sending us an email, please include your name, full postal address and eBay Sales Record number which can be found next to the date on your VAT invoice. We are always trying to improve our customer service and product range and, therefore, it would be helpful if you could include a brief explanation as to why you are cancelling your order.
All products must be returned in their original packaging which was compliant with Royal Mail's and IATA's requirements for the safe posting of items. Failure to adhere to this requirement may mean that your package causes damage to electronic sorting equipment for which you may be liable. It may also result in transit damage in which instance the goods will no longer be in saleable condition. In these circumstances, no refund will be given and the goods will remain your property and will be made available for you or your agent or courier to collect at your convenience.
- The cost of returning the item to us is the responsibility of the customer and this will NOT be refunded.
- We do not accept underpaid postage items so you must ensure that you pay sufficient postage for the return to be delivered.
- Failure to re-use the original package may result in transit damage.
- We recommend that that you use a registered delivery/postal service for your own security and peace of mind
- Refunds are only issued upon receipt of the returned goods.
- The address to send returns to is: Guy's Magnets Ltd, 7 Couch Lane, Devizes, Wiltshire, SN10 1EB
Faulty or Damaged Items
In the extremely unlikely event that your item is damaged during transit or is faulty, we will, at our option, make good any shortage or replace any damaged of faulty goods or refund you to the amount you paid for the product provided that you notify us of the problem, by email, within 30 days of delivery of the goods. Nothing in this clause affects your Statutory Rights. Either send us an email via the ‘Contact Us’ or ‘Contact Seller’ and include your name, address, telephone number, eBay Sales Record number or open an eBay case, in both instances, please provide details of the exact nature of the damage or fault and, where possible, please include photographs of the damage or fault (and in the event of transit damage, please include photographs of all the packaging you receive your magnets in) via eBay's messaging system. It would assist us if you would also send photographs of the damage or fault via eBay's messaging system. We may, while deciding the best course of action, contact you by telephone or email for further information. We will also contact you to notify as to how the problem is to be resolved.
In the event of a manufacturing defect, we may, at our decision, ask you to return the goods to us by recorded delivery. In this, and only in this instance, will the postage charge be refunded by us.
If you have a complaint about our products, our service or a member of our staff, please send the details, along with your name and telephone number to firstname.lastname@example.org or email@example.com
If you have any questions about this policy, please contact us.