Refund policy
The short version. You have 7 days from the day your unit arrives to change your mind. Email us photographs first and we will authorise the return and give you the address. Return postage is yours to pay on a change of mind. Your refund is issued within five business days of the unit reaching us. If it arrived damaged, faulty or wrong, we cover everything and you pay nothing.
01. Changing your mind
You have 7 days from the day the unit arrives to decide it is not for you.
You do not need to give a reason. Telling us why is useful, but it is not a condition.
If you are ordering from the European Union or the United Kingdom, consumer law gives you 14 days from the day the unit arrives to withdraw from the order. That longer window applies to you instead of the 7 days above. The same applies anywhere else local law sets a longer minimum.
02. How to start a return
Email hello@magvoltlab.com with your order number and photographs.
We need to see, before we authorise the return:
- The unit itself, from both sides, in good light
- The magazine, the pouch and any spares that came with it
- The box and packaging
Photographs are not us doubting you. They let us confirm the unit is complete and undamaged before it travels, so a return does not turn into a dispute about who broke what.
Do not post anything back before we have replied. We will send you the return address and a reference to write on the parcel. We cannot track parcels we are not expecting, and an unannounced return can be refused by the receiving warehouse.
03. Who pays the return postage
On a change of mind, you do. You choose the carrier and you pay the postage, and we recommend a tracked service because the unit is your responsibility until it reaches us.
We do not deduct the outbound shipping from your refund. You paid nothing for delivery and you are not being charged for it now.
You never pay return postage when the unit arrived damaged, faulty, or was the wrong option. Those cases are sections 06, 07 and 08 and we cover the cost in full.
04. What to send back
Send back the unit and everything that came with it, including the magazine, the pouch and any spares.
Pack it so it survives the trip, ideally in the box it arrived in. Handling it to see whether you want to keep it is expected and fine. Shooting it for a week is not, and we may reduce a refund to reflect real damage or wear beyond normal inspection.
05. Refunds
Your refund is issued within five business days of the unit arriving back with us. It goes to the payment method used for the order.
How quickly the money then appears in your account is down to your bank or card issuer and is outside our control. If it has not shown up a week after we tell you the refund is issued, email us and we will send you the reference.
06. Cancelling before it ships
Between paying and dispatch you can cancel for a full refund, with no return and no postage to pay.
Email us with your order number and we will cancel it and refund it. Once the unit has shipped, use the return window in section 01 instead.
07. Damaged in transit
If your unit is damaged on the way to you, we replace it outright. You are not paying for that and you are not waiting on a carrier claim.
Email us photographs of the unit and of the packaging it arrived in, ideally before you throw the packaging away. Tell us as soon as you can after it arrives. If we ask you to send the damaged unit back, we pay that postage.
08. Wrong option sent, or something wrong with the unit
If you were sent the wrong magazine or ammunition option, tell us and we will correct it at our cost.
If something is wrong with the unit, stop using it. If the fork, the roller bearings, the magazine or any fastener is loose, rough or damaged, do not shoot it again until it has been checked. Email us photographs and a description of what you noticed and when.
In both cases we pay the return postage and we do not ask you to be out of pocket. Nothing in this policy limits the rights your local consumer law gives you over goods that are faulty or not as described.
09. If we cannot ship to you
Some countries and regions restrict items of this kind. If we find we cannot ship legally to your address, we will tell you and refund the order in full.
Checking the rules that apply where you live is your responsibility and it has to happen before you order, but you will not be left out of pocket if we get it wrong.
10. Contacting us
Email hello@magvoltlab.com with your order number and one line on what you want to do. A person reads every message and we aim to reply within two business days.