Refund & Returns Policy

Scope of Policy

This Returns and Refunds Policy (“Policy”) applies to purchases made by business customers (B2B) from Valley Systems Limited, trading as Magnetic Solutions. It outlines the conditions and process for returning products and obtaining refunds. This Policy is intended for business-to-business transactions only and does not apply to consumer sales.

Eligibility for Returns

We accept product returns only under the following circumstances:

Faulty or Damaged Goods: If an item is delivered defective, damaged in transit, or otherwise not as described, you may request a return.
Unwanted Goods (Change of Mind): If you decide you no longer need a product or ordered in error, you may request a return under our change-of-mind provision. A restocking fee will apply in this case (see Restocking Fee below).

No other return reasons (such as buyer scheduling issues or product incompatibility not caused by our error) will be accepted outside of the above conditions.

Return Notification and Authorisation

To initiate a return, you must notify us within 7 calendar days of receiving the goods:

Notification Period: All return requests (whether for faulty/damaged items or unwanted items) must be submitted to us no later than 7 days from the date of delivery. After this period, we are unable to authorise returns.
Request Process: Contact our customer service team in writing (e.g. via email to our support address or through the returns portal on our website) to request a Return Authorisation. Please provide your order reference, details of the item, and the reason for return (including photographs if the product arrived damaged or faulty).
Approval Required: Do not send any items back without obtaining a return authorisation from us. Unauthorised returns will not be accepted. Once your request is reviewed, we will confirm if the return is approved and provide return instructions (such as an RMA number and return shipping address).

Condition of Returned Goods

Returned products must meet the following conditions to qualify for a refund or exchange:

Unused and Original State: Items must be in unused, uninstalled, and resalable condition, without signs of wear or use.
Original Packaging: All original packaging, components, accessories, manuals, and any other materials must be returned with the product. The goods should be packed securely in the original box/packaging, including any internal packing materials.
No Damage or Modifications: The product should not have been altered, modified, or tampered with. It should arrive back to us free from additional damage (beyond any reported issue).

We reserve the right to inspect all returned items. If an item is received in a condition that does not comply with the above (for example, missing parts, damaged due to poor return packaging, or showing signs of use inconsistent with handling for inspection), the return may be rejected or subject to a reduced refund. In such cases, we will inform you of our decision. Unapproved or non-conforming returns can be sent back to you at your expense or disposed of, at our discretion.

Non-Returnable Items

Certain products are excluded from this Policy and cannot be returned under any circumstances (except if required by law):

Custom-Made & Personalised Products: Any item that is custom-built, made-to-order, personalised with a custom specifications cannot be returned or refunded. This includes bespoke products or specially manufactured orders tailored to your requirements.

Please note: We do not provide returns or refunds for any products outside of the conditions stated in this Policy. Ensure you review specifications and suitability before placing custom or bulk orders.

Restocking Fee (Change-of-Mind Returns)

For approved change-of-mind returns (unwanted goods that are not faulty), a restocking fee of 35% of the product’s original purchase price will be applied:

This 35% restocking fee will be deducted from your refund to cover inspection, repackaging, and administrative costs associated with processing the return.
The restocking fee applies only to non-faulty, unwanted returns. If the product was delivered faulty, damaged, or not as described, no restocking fee will be charged for that return.
We will confirm the restocking fee amount (if applicable) when authorising your return so you know the expected refund deduction in advance.

Return Shipping Costs

All return shipping costs are the responsibility of the customer:

You must arrange and pay for the shipping of returned items back to us (including any insurance or special handling, if necessary). We do not provide return postage labels or free return shipping for B2B transactions.
We strongly recommend using a tracked and insured courier/service for returns. This ensures proof of delivery and protects you in case the goods are lost or damaged in transit.
Risk in Transit: Until the returned items reach us and are accepted, you bear the risk for the goods. We cannot be held liable for goods that are lost, stolen, or damaged during return shipment. Any such issues should be resolved between you and your chosen carrier.

Return shipments should be sent promptly once a return is authorised. Unreasonably delayed returns (e.g. sending the item back weeks after authorisation without agreement) may be refused.

Inspection and Refund Process

Once we receive your returned item, the following steps apply:

Inspection: Our team will inspect and test the returned product to verify the reported fault or confirm that it meets the return conditions (unused, undamaged, complete packaging). This inspection is usually completed within a reasonable timeframe (typically 5–10 business days after receipt, depending on the complexity of testing required).
Outcome of Inspection:
- If the return is approved (the item is confirmed faulty/damaged as reported, or in acceptable condition for change-of-mind), we will proceed with the refund process.
- If the return does not meet criteria (e.g., no fault found, or the item is not in original condition), we will notify you that the return is rejected or only eligible for a partial refund. In such case, we may offer to return the item to you (at your cost) or dispose of it. No refund will be issued for rejected returns of this nature.
Refund Issuance: For approved returns, we will issue a refund for the appropriate amount. Refunds for unwanted items will be the original purchase price minus the 35% restocking fee (if applicable). Refunds for faulty or damaged items (and any applicable shipping reimbursement, if offered) will typically be for the full item value.
Refund Method: Refunds are usually made via the original payment method used on the order (e.g. credited back to the same credit card or bank account). We will confirm the refund transaction with you once processed. Please note that depending on your payment provider, it may take several additional business days for the credited amount to appear in your account.

We aim to process approved refunds promptly after inspection approval. You will receive a confirmation email or notice when your refund has been processed.

Please note: Replacement or exchange may be offered as an alternative remedy for faulty goods at our discretion. If you prefer a replacement unit or an account credit rather than a refund, please let us know when requesting the return, and we will accommodate if possible.

Changes to this Policy

We reserve the right to modify or update this Returns and Refunds Policy at any time in order to reflect changes in our practices or for legal reasons. Any amendments will be posted on this page with an updated “Last Updated” date. We encourage you to review this Policy periodically to stay informed of our returns and refunds terms.

Your continued use of our website or purchase of products from us after any changes to this Policy are posted will constitute your acceptance of those changes.

Last Updated: December 02, 2025

Contact and Assistance

If you have any questions about this Policy or need assistance with a return or refund, please contact our customer service team. You can reach us by email at support@magnetic-solutions.co.uk or by phone at the number listed on our website’s contact page. We are here to help and will provide guidance on the returns procedure to ensure a smooth process.