Refund policy

Refund Policy

Statutory Rights and Returns Policy — Personalised Books

1. Right of Cancellation

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cancellation right does not apply to goods that are made to your specifications or clearly personalised. As our books are personalised (with photo, name, age, and content tailored to the child), no returns or refunds can be accepted on this basis.

However, you fully benefit from your statutory rights under UK consumer law, as detailed below.

2. Consumer Rights Act 2015 — Right to Goods as Described (Up to 6 Years)

Under the Consumer Rights Act 2015, customers are entitled to goods that are:

  • As described
  • Of satisfactory quality
  • Fit for purpose

This statutory guarantee covers manufacturing defects, printing errors or non-conformity of the book compared to the order. Examples include:

  • Wrong name printed despite correct entry
  • Error in layout or visuals
  • Printing defect (missing pages, severely altered colours, defective binding)

Your Rights:

In the event of a confirmed non-conformity, MagicBook will proceed, as appropriate, to:

  • free replacement of the product, or
  • full refund within 14 days of validating the defect.

Time Limits for Claims

Under the Consumer Rights Act 2015:

  • Within 30 days: You have the right to reject faulty goods and receive a full refund
  • Within 6 months: Any defect is presumed to have existed at the time of delivery (unless we can prove otherwise)
  • Up to 6 years: You may claim for a fault that was present when you received the goods (5 years in Scotland)

Your statutory rights apply independently of any commercial guarantee we may offer.

3. Exclusions from Guarantee

The guarantee does not cover:

  • Errors attributable to the customer during personalisation (blurry photo, spelling mistakes in the name, incorrect age)
  • Damage resulting from mishandling, humidity, excessive heat, impact or cleaning with a chemical product
  • Normal wear and tear related to reading or storage

4. How to Exercise Your Rights

To make a claim under your statutory rights:

  1. Contact us at contactmagicbook.uk@gmail.com mentioning your order number
  2. Describe the defect observed and attach clear photos or a short video
  3. Our customer service team will respond within 48 working hours and advise you of the next steps
  4. If the defect is confirmed, MagicBook will proceed with replacement or refund of the book

Returns Address:
MagicBook
Latgales iela 222B - 25,
1019 Riga
Latvia

5. Important Reminders

  • No returns will be accepted without prior authorisation
  • Return postage costs are the customer's responsibility, except where the error or defect is attributable to MagicBook
  • Your statutory rights apply for up to six (6) years from delivery (five years in Scotland)
  • This policy does not affect your statutory rights as a consumer

6. Consumer Rights Information

For more information about your consumer rights, please visit:

Alternative Dispute Resolution:

If you are not satisfied with our response to any complaint you may have, you have the right to refer your complaint to alternative dispute resolution. We are members of the Retail ADR scheme. For more information, please visit www.retailadr.org.uk