Refund & Returns Policy

• 30 days to return unused, resaleable items in their original packaging.
• 14 days to report a damaged or incorrect delivery, with photographs.
• Opened consumables cannot be returned — tape, bubble wrap, stretch film, foam pouches and vacuum bags, once the seal is broken.
• Refunds are issued to the original payment method within 14 days of us receiving the return.
• Damaged or wrong items cost you nothing — we pay the return carriage, or do not ask for the item back at all.

To start anything below, email support@magasssol.shop with your order reference, or use the contact form.

If you change your mind before your order is dispatched, email us and we will cancel it and refund you in full. We usually dispatch within one working day, so please tell us quickly.

If your order has already left us, treat it as a return under the section below — refuse the delivery or send it back once it arrives.

Consumers in the UK and EU additionally have a statutory right to cancel a distance purchase within 14 days of receiving the goods, without giving a reason. Our 30-day window is longer than that statutory minimum and does not replace or reduce your legal rights.

You can return an item within 30 days of delivery if it is unused, in resaleable condition, and in its original packaging. In practice this covers most of our range:

• Move kits where the boxes are still flat-packed and the consumables are sealed.
• Wardrobe boxes, flat-panel boxes and file archive boxes that have not been assembled or loaded.
• Storage totes, under-bed bags and folding crates that have not been used.
• Moving blankets, lifting straps and ratchet straps that are unused and undamaged.
• Labelling and room-sorting systems with the label sheets intact.

Assembling one box from a kit to check the size is fine — tell us and we will refund the rest of the kit and deduct only the value of what was used.

Some of what we sell is a consumable. Once its seal is broken it cannot be resold and cannot be returned unless it is faulty:

• Packing tape rolls that have been opened or partially used.
• Bubble cushioning rolls and stretch wrap film that have been cut or unwound.
• Foam pouches and cell dividers removed from their sealed pack.
• Vacuum compression bags and mattress or sofa cover bags once unsealed, for hygiene reasons.
• Boxes that have been assembled, taped, loaded, written on or labelled.
• Any item returned dirty, damp, crushed or without its original packaging.

None of this affects your rights if an item is faulty, damaged in transit, or not what you ordered — see damaged, faulty or incorrect items.

1. Email support@magasssol.shop within 30 days of delivery with your order reference, which items you want to return, and why.
2. We reply within one working day with a return authorisation and the address to send it to.
3. Pack the items in their original packaging so they survive the trip back, and include the authorisation.
4. Send it with a tracked service and keep the tracking number until your refund appears.
5. We inspect the return on arrival and refund you within 14 days of receiving it.

Please do not send anything back before you have a return authorisation — unannounced returns can be mis-sorted at our address and delay your refund.

We recommend a tracked service for change-of-mind returns. Until a return reaches us it remains your responsibility, and we cannot refund an item we never receive.

Moving supplies travel in the same vans as everything else, and occasionally something arrives crushed. If that happens:

1. Email us within 14 days of delivery with your order reference, photographs of the outer packaging, and photographs of the affected items.
2. Keep the packaging until the claim is settled. Carriers sometimes ask to inspect it, and we cannot pursue them without it.
3. We will replace the damaged items or refund them, whichever you prefer. You pay nothing, and in most cases we do not ask for the damaged goods back.

Important boundary. This covers damage to our products in transit to you. It is not insurance for your belongings during your own move. Our supplies are designed to reduce the risk of damage to what you pack in them, but no packaging can guarantee that nothing is damaged. Insure valuable or irreplaceable items separately. See the Terms of Service for the full product safety position.

• Refunds go to the original payment method. We cannot refund to a different card, account or person.
• We issue the refund within 14 days of receiving your return, and usually within two working days of inspecting it.
• Once issued, your bank typically shows it within 5–10 working days. That part is out of our hands.
• All refunds are made in USD, the currency you paid in. If your card is in another currency, your bank's exchange rate on the refund date applies, so the amount you receive may differ slightly from what you paid.
• Refunds appear on your statement against CARGONEST.

If a refund has not arrived 10 working days after we confirmed it, email us with your order reference and we will send you the payment processor's confirmation to take to your bank.

Membership is a recurring service subscription, not goods, so it works differently from a product return:

• You can cancel at any time in the billing portal. Cancelling stops future billing.
• Your benefits continue until the end of the period you have already paid for.
• Part-used periods are not refunded, because benefits apply per period and do not roll over.
• If you cancel an annual membership within 14 days of first subscribing and have not used a member benefit, email us and we will refund it in full.
• A Seasonal Storage Bundle already shipped under the Hauler tier is a delivered physical benefit; if you cancel afterwards we may deduct its catalogue value from any refund.

Membership carries no points, stored value or withdrawable balance, so there is never a balance to pay out on cancellation.

Please contact us before raising a chargeback with your bank. Almost every dispute we see is a delivery question we could have resolved the same day, and a chargeback takes far longer for you than an email to support@magasssol.shop.

If we cannot agree, this policy and your purchase are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. Nothing in this policy removes the statutory rights you have as a consumer in your own country.