We want to fix your problem straight away, so please forward your order number when you first contact us! Check below what kind of help you’d like from us.
The product is defective.
We fix this straight away as that is particularly frustrating for gifts and gear for children! We get you exact replacements with the fastest possible shipping service. We also refund any shipping costs for the first delivery as a thank you for your patience while we make up for the delay. We ask that you email a photo of the defect to [email protected] so that we understand the manufacturing problem. If the replacement will arrive too late for your needs, we’ll process your refund as soon as we hear back from you what you prefer - minimising any hassle for you.
I would like an exchange.
We will get you a different size, a different colour or an alternative Team Magnus product with the fastest possible shipping service, together with a free return label for the first item. You won’t pay additional shipping for the second delivery.
You missed the delivery estimate!
That’s no good! We always refund shipping costs if you contact us about late delivery and you want to keep the product. If you don’t want to keep the product, we will organise the easiest possible return process for you, normally with a free doorstep collection from the courier who delivered. If you send us a photo of the intact product, we will refund you as soon as the return is underway - no need to wait for it to arrive at our warehouse. If you don’t send us a photo, the returned product will be checked once it’s in the warehouse, and the refund to your payment card will take 2-3 working days after the quality control.
I’ve changed my mind and the product is totally intact.
We offer full refunds for unused and unopened products. You’ll need a tracker for your return and the return needs to be initiated within 30 days from the date you took delivery. We don’t refund shipping costs for either the delivery or return.
I’ve changed my mind after opening the product.
If you’re confident the item is entirely clean and sellable, then you can expect a full refund as for intact products, same terms as above.
The product looks used. We tested it and it’s not what we hoped for.
We will help out straight away! It’s fastest if you send a photo of the product to [email protected] We can advise if there is a manufacturing defect or a user mistake.
The product looks used. It works fine, but we no longer want it.
It’s fastest if you send a photo of the product to [email protected] We can determine if the product is sellable and refundable. We are conscious of the environmental cost of delivering and collecting by van to families’ doorsteps, so please wait for us to confirm that the product is worth returning. We respond within hours on working days.
How is the return organised?
Within the UK, Royal Mail and UPS deliver all Team Magnus products with a tracked service. Use the simple two-click process to generate a return label from the same carrier which you can print out and attach. It’s essential that you take steps to return your product within 30 days for an automatically generated label.
Shucks! We missed the 30 day return window!
We understand that a lot of birthday and holiday gifts for kids are bought ahead of the winter or summer season. Please email [email protected] if you’d like a replacement or an exchange and of course we’ll help.