Returns & refunds

1. Made-to-order magnets

A magnet is printed for you, from your artwork or a design you bought, and cannot be resold. It is therefore not returnable because you changed your mind. If it arrives damaged, misprinted, or is not the design that was ordered, we replace it or refund it in full — that is our error and our cost.

2. Souvenirs

Souvenirs are sold by individual sellers. If an item arrives damaged, is not as described, or never arrives, tell us within 7 days of delivery and we will arrange a return, replacement or refund. Send it back in the condition you received it, with the packaging where possible.

Change-of-mind returns of souvenirs are accepted within 7 days of delivery provided the item is unused and in its original condition. Return shipping is paid by the buyer unless the item was faulty or not as described.

3. How a refund is paid

Refunds go back to the instrument you paid with, through the same payment provider. They are usually processed within 3–10 working days of approval; M-Pesa refunds can take a little longer, because the provider settles them asynchronously. You will see the refund status on the order page.

4. Cancellations

• An order that has not been paid is cancelled automatically if payment does not complete, and any stock it was holding is released.
• Before dispatch, contact us and we will cancel and refund where nothing has been printed or packed.
• Once a magnet is printed or a souvenir is dispatched, the rules in sections 1 and 2 apply instead.

5. Disputes

If we cannot agree on an outcome, a card or M-Pesa dispute may be raised with the payment provider — we keep the payment records needed to answer it. Please talk to us first: it is almost always faster.