Refund policy
Each iMagnet is carefully crafted to celebrate your most meaningful moments, with quality and care at the heart of everything we do. We want you to love your magnets just as much as the memories they hold, and we’re here to help if something isn’t quite right. Our return and refund policy is designed to be fair, transparent, and focused on making sure you feel supported every step of the way.
Returns on Personalised Products
As all of our photo magnets are custom-made, we are unable to accept returns or offer refunds for change of mind, incorrect cropping, incorrect uploading of images and/or the quality of the photo you have uploaded not to standard. Please double-check your image, cropping, spelling, and design details before finalising your order, as this is the customer’s responsibility and changes cannot be made, once production has begun.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us immediately upon receiving your order. We’ll assess the issue and offer a suitable resolution... either a replacement or a refund.
During Transit
Our iMagnets are carefully packed, but sometimes minor scuff marks can appear on the surface during their journey to you and/or contact with other magnets during transit. These imperfections are considered normal and are not grounds for refunds and/or returns.
eGift Cards
Unfortunately, we cannot accept returns and/or refunds on eGift cards. eGift card purchases are final and non-refundable. No refunds will be issued after purchase. If you have emailed it to an incorrect email address, please notify us of this immediately so we can investigate this. Under the Australian Consumer Law, eGift cards cannot be refunded and/or redeemed for cash if you change your mind. If it was a fraudulent purchase, please contact your bank or credit card company to dispute the charge. If the eGift card is faulty or was not delivered as expected, please report this issue to us immediately.
3D Products
As we are a reseller, and not the manufacturer, warranty coverage is limited to what is provided by the manufacturer. Any product defect or fault that is considered a manufacturing issue, will be referred to the original supplier in Melbourne. We will assist in liaising with the supplier on your behalf, where required.
Please choose carefully, as we do not offer refunds or exchanges on these items due to change of mind. Returns are only accepted where the product is faulty or damaged on arrival. To be eligible for a return, you must follow the below steps, ensuring your product is returned in it's original condition with all parts included, in it's original packaging.
Exclusions
We are not responsible for damage caused by:
1. Misuse, mishandling, or neglect of the product
2. Exposure to heat, direct sunlight, or moisture
3. Normal wear and tear or natural variations in all products
4. Safety warnings (such as chocking hazards) are provided, and we accept no liability for accidents or injuries caused by failure to follow these instructions.
Placing Your Refund Request
If you are wanting to place a refund request, please contact us with your request and provide the following information within seven (7) days of receiving your order:
1. Your order number - proof of purchase
2. A description of the issue of the product
3. Photographs of the defect
Once we’ve reviewed your case with sufficient evidence of damage/incorrect item, and confirmed eligibility for a refund, you will be notified. If approved, your refund will be processed back to your original payment method within 10 business days.
If we deem that your products within your claim need to be sent back to us for further investigation, you will be responsible for the shipping costs involved with the return.
Please note that a processing fee of $2.50 will be applicable and this will be deducted from your return. Please note that your bank or credit card provider may take additional time to complete the transaction.
If it’s been more than 15 business days since your refund was approved and you haven’t received it, please get in touch with us at hello@imagnet.com.au
Final Reminder
All photos must be cropped to a square format (and images to be of the highest quality), and all text and details must be correct at the time of ordering (including shipping details). Your iMagnets will be produced and shipped, exactly as submitted on your order.