Return, Refund & Guarantee

In this policy “you” or “your” refers to the customer, and “us”, “our” or “we” refer to Magnet Story.

1. Returns

We accept returns for our magnets if:

  • The product is faulty or damaged, on receipt of your order:
    • if there are any smudge on the printed photo
    • if there are scratches on the front and the photo is not visible
    • if the magnet doesn't stick to a magnetic surface
  • The wrong item was sent.

We do not accept return for our magnets in these instances:

  • The photo you provided was a low resolution or pixelated image
  • The photo you provided was incorrect
  • If there are small scratches on the back of the magnet but the magnet still works perfectly
  • If there are minor defects on the back of the magnet but the magnet still works perfectly, for e.g., if the edges at the back aren't symmetrical.

Under Australian Consumer Law, you are entitled to a repair, replacement or refund for any product that is faulty or does not meet acceptable quality standards.

Unfortunately, change-of-mind returns are not accepted.

To initiate a return, please contact us at support@magnetstory.com.au within 14 days of receiving your item, including a proof of purchase and a description of the issue/s along with photos. Return requests will not be processed after 14 days of receiving your item and with no proof and photos of the issue/s.

2. Refunds or replacement

A refund or replacement will be processed for the following:

  • Magnets that are faulty or damaged (see 1. Returns)
  • Items that have been damaged during shipment.

In accordance with Australian Consumer Law, refunds will only be processed if the issue cannot be reasonably repaired or replaced.

The item/s must be returned in the same condition that you received it and in its original packaging to be eligible for refund or replacement. Return postage is at the expense of the customer. A refund will be credited back to your original payment method within 5–10 business days after we receive and inspect the returned item.

To initiate a refund or replacement, please contact us at support@magnetstory.com.au within 14 days of receiving your item.

Please note: Any change of mind or customisation errors made by the customer during the ordering process will not qualify for a refund.

3. Guarantee

All of our products come with automatic 1 year consumer guarantees under the Australian Consumer Law. This means that our magnets are guaranteed to be of acceptable quality, fit for their intended purpose, and match any description provided.

4. Customisation errors

If you make an error during the customisation process (e.g., spelling mistakes, incorrect information), we are unable to provide refunds or exchanges. Please double-check your customisation details before placing your order.

5. How to request a return, refund or replacement

To request a return, refund or replacement, please email us at support@magnetstory.com.au with your order number, proof of purchase, and a brief description of the issue. We will get back to you within 2–3 business days.