Refund policy

Last Updated: April 12, 2025

At Magvio, we strive to ensure our customers are completely satisfied with their purchases.

1. Faulty or Non-Working Devices

If your device is not working or is faulty:

  • Contact us at help@magvio.com with evidence of the issue (e.g., photos, videos, or a detailed description).
  • Once our team approves the issue, we will cover the return shipping costs and send you a replacement device at no additional charge.

2. Change of Mind or No Longer Want the Item

If you no longer want the item:

  • You are responsible for the return shipping costs to our warehouse.
  • A valid tracking number for the return must be provided.
  • Once we receive the item in its original condition, we will issue a refund.

3. EU Customers – Right of Withdrawal

If you are located in the European Union, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.

To exercise this right:

  • Contact us at help@magvio.com with your order number and a clear statement that you wish to withdraw from the contract.
  • You are responsible for return shipping unless the item is defective or incorrect.
  • We will process your refund within 14 days of receiving the returned product or valid proof of return.
  • You may also use the official EU model withdrawal form if you prefer.

4. Eligibility for Returns

To qualify for a return, your item must meet the following conditions:

  • The item must be unused and in its original packaging
  • All accessories and cables must be intact
  • You must provide proof of purchase (e.g., order confirmation or receipt)

Returns are accepted within 30 days of receiving your order.
Items returned after this period may not be eligible for a refund or exchange.

5. How to Initiate a Return

To start a return, please contact us at help@magvio.com with the following details:

  • Full Name (same as on the order)
  • Order Number (#XXXX)
  • Reason for Return (optional but appreciated)

Once your return is approved, we will send you detailed return instructions and the return address.
Please do not send items back without first requesting a return, as they may not be accepted.

6. Return Shipping

  • If the return is due to a defective, damaged, or incorrect item, we will cover the return shipping costs.
  • If the return is due to a change of mind, the customer is responsible for the return shipping fees.
  • Returns must be shipped within 7 days of receiving return approval.

7. Damages & Issues

If your order arrives damaged, defective, or incorrect:

  • Contact us immediately with photos of the issue so we can make it right.
  • We will either replace the item or issue a full refund, depending on your preference.

8. Exchanges

We do not offer direct exchanges.
If you need a different item, please return the original purchase and place a new order.

9. Refund Process

  • Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed within 10 business days and credited to your original payment method.
  • If more than 15 business days have passed since approval and you have not received your refund, please contact us.

10. Order Cancellations

  • Orders can only be canceled before they have been shipped.
  • Once an order has been processed and shipped, it cannot be canceled and must go through the return process.

Need Help?

For any questions regarding our refund and return policy, please contact us:
📧 help@magvio.com

We’re here to help!