RETURNS POLICY

Internet Purchases

All products will be inspected by our staff before the goods are shipped.

All items will be inspected upon their return.

Product Guarantee

All of our products come with our 30-day guarantee. If goods are faulty, damaged or not as described, you may return them for repair, replacement or refund in accordance with your statutory rights.

This guarantee does not affect your statutory rights.

Consumer Cancellation Rights (Online Orders)

If you purchase goods online, by telephone or by mail order, you have the legal right to cancel your order within 14 days of receiving your goods without giving any reason.

To exercise your right to cancel, you must notify us by email, telephone or in writing before the 14-day cancellation period expires.

Once you have notified us of your decision to cancel, you must return the goods to us within 14 days.

You may inspect the goods in the same manner as you would in a retail store. However, you must not use them beyond what is necessary to establish their nature, characteristics and functioning. We reserve the right to make a deduction from any refund to reflect any loss in value caused by handling beyond what would reasonably be permitted in a shop.

Where a customer exercises their statutory right to cancel, we will refund the purchase price together with the cost of standard outbound delivery.

Customers are responsible for return postage costs unless the goods are faulty, damaged or supplied in error.

EU Consumers – Right of Withdrawal

If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision by a clear statement sent by email, post or telephone.

You may use the model withdrawal form at the end of this policy, although this is not mandatory.

If you withdraw from this contract, we will reimburse all payments received from you, including the cost of standard delivery (excluding any supplementary costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us).

Reimbursement will be made without undue delay and no later than 14 days after the day on which we receive the returned goods or evidence that they have been returned.

You must send back the goods without undue delay and in any event not later than 14 days from the day on which you notify us of your withdrawal.

Unless the goods are faulty, damaged or incorrectly supplied, you will be responsible for the direct cost of returning the goods.

Nothing in this policy affects any mandatory consumer rights available under the laws of the consumer’s country of residence within the European Union.

Returns

To help us process returns quickly, please contact us before sending goods back to obtain a Magic Box Returns Authorisation Number.

Please have the following available when contacting us:

• Reason for the return
• Whether you would prefer a refund or exchange
• Whether the item has been used
• Your name
• Order number
• Address and postcode

Please include the Returns Authorisation Number with your parcel when sending it back to us. Failure to do so may delay processing of your return but will not affect your statutory rights.

Hygiene & Health Protection Exceptions

For health protection and hygiene reasons, the following items cannot be returned once opened, unsealed or used:

• Wigs
• Masks
• Underwear
• Stockings
• Tights
• Contact lenses
• Eyelashes
• Cosmetics
• Hair products
• Face painting products
• Face painting accessories

Condition of Returned Goods

Goods should be returned in a resaleable condition wherever possible.

Where packaging has been damaged or goods have not been returned in a resaleable condition, we reserve the right to reduce any refund to reflect any loss in value resulting from the condition of the returned goods.

Disputed items will be retained by Magic Box until any dispute has been resolved.

Any returned goods received outside the scope of this Returns Policy may be defined as “In Dispute”.

Such items will not be refunded or exchanged. A reason for this decision will be provided.

We are happy to return such items to you at your expense. Otherwise, they may be disposed of after 3 calendar months from receipt.

Shop Purchases

If you have bought something in one of our stores and then simply change your mind, you do not have a legal right to return the goods.

Magic Box operates a Goodwill Policy that allows customers to return eligible goods to the store where they were purchased in exchange for alternative goods or an in-store credit note.

To use the Goodwill Policy:

• Proof of purchase is required.
• Goods must be returned within 7 days.
• Goods must be unused.
• Goods must be returned with their original packaging where possible.
• Goods must be in a condition suitable for resale.

Any item removed from sealed packaging may not be eligible for return.

Exceptions

For health protection and hygiene reasons, the following items are excluded:

• Wigs
• Masks
• Underwear
• Stockings
• Tights
• Contact lenses
• Eyelashes
• Cosmetics
• Hair products
• Face painting products
• Face painting accessories

Where goods are not returned in a suitable condition, we reserve the right to refuse a refund, exchange or credit note.

Broken and Faulty Goods

Magic Box offers a full refund, repair or replacement on faulty products in accordance with your statutory rights.

If a fault is not apparent at initial inspection, we may carry out a full inspection of the goods upon return.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds

Once your return is received and inspected, we will send you an email confirming receipt of the returned item.

We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed to the original payment method used for the purchase.

We aim to process refunds as quickly as possible and, where statutory cancellation rights apply, within 14 days of receiving the returned goods or evidence that they have been returned.

Late or Missing Refunds

If you haven’t received a refund yet:

1. Check your bank account again.
2. Contact your card provider as refunds can take time to appear.
3. Contact your bank as there is often processing time before a refund is posted.

If you have completed all of these steps and still have not received your refund, please contact us at info@magicbox.uk.com.

Sale Items

Sale and clearance items may be returned where required by law, including where goods are faulty, damaged, not as described, or where statutory cancellation rights apply.

Unless otherwise stated, sale items are not eligible for return under our goodwill returns policy.

Exchanges

We only replace items where they are defective, damaged or supplied incorrectly.

If you need to exchange an item, please email info@magicbox.uk.com and send your item to:

Magic Box Face Paints
Unit 3 Strand House
Locomotion Way
Camperdown Industrial Estate
NE12 5US

Shipping

To return your product, please send it to:

Magic Box Face Paints
Unit 3 Strand House
Locomotion Way
Camperdown Industrial Estate
NE12 5US

Unless the goods are faulty, damaged or supplied incorrectly, customers are responsible for the cost of returning items.

Return postage costs are non-refundable.

For statutory cancellations, the original standard delivery charge will be refunded.

Depending on where you live, the time it may take for an exchanged product to reach you may vary.

We recommend obtaining proof of postage when returning goods. For higher-value items, we recommend using a tracked or insured delivery service, as we cannot guarantee receipt of returned items.