Return and Refund Policy

Each Magic Photo is made specifically for you using the photograph and personalised content you provide.

Because personalised products are made to your specifications, they cannot normally be returned or refunded simply because you have changed your mind.

Nothing in this policy affects your statutory rights.

What you receive

Your order includes a professionally printed personalised Magic Photo with NFC technology, together with access to its associated digital memory experience.

A physical picture frame is not included.

You can display your Magic Photo in a frame of your choice.

Changing or cancelling your order

Because your Magic Photo is personalised, the usual change-of-mind cancellation rights that apply to many online purchases do not normally apply.

However, we understand that mistakes happen.

If you contact us before production has started, we will do our best to change or cancel your order. Where we are able to stop the order before production begins, we will provide an appropriate refund.

Once production has started, we may no longer be able to change or cancel the order because it has been created specifically for you.

Please contact support@themagicframe.co as soon as possible and include your order number.

Your photograph and personalised content

The quality of the finished Magic Photo depends partly on the quality of the photograph you provide.

Low-resolution, blurred, dark, heavily compressed, poorly cropped or otherwise low-quality source images may affect the quality and appearance of the printed result.

Before placing your order, you are responsible for checking the photograph, title, message and other personalised content you submit, including spelling and image selection.

Where we reproduce the photograph and personalised content you supplied accurately, we cannot normally provide a replacement or refund solely because:

• the original image was low resolution, blurred, dark or otherwise poor quality;
• you selected the wrong photograph;
• the submitted text contained a spelling or other customer-entered error; or
• you later decide that you would prefer different personalised content.

This does not apply where the problem has been caused by our printing, production, personalisation or fulfilment process, or where the finished product does not accurately reflect the order you placed.

Printing and production faults

Please contact us if:

• we print the wrong photograph;
• the title or message does not match the content you submitted;
• the Magic Photo arrives damaged;
• there is a printing or production defect;
• the NFC technology itself is faulty;
• you receive the wrong product; or
• the product is otherwise faulty or not as described.

Where there is a problem for which we are responsible, we will put it right in accordance with your statutory rights. Depending on the circumstances, this may include a replacement or refund.

NFC functionality

Your Magic Photo contains NFC technology designed to open its associated digital memory experience when tapped with a compatible NFC-enabled phone.

Different phones have NFC readers in different positions, so the exact place you need to tap may vary by device.

The way the Magic Photo is displayed can also affect NFC performance. Increasing the distance between the phone and the NFC component may reduce its reading range. Thick glass or acrylic, additional layers of material, and some frame or backing materials may therefore make the Magic Photo harder to read.

For the best experience, we recommend keeping the Magic Photo reasonably close to the front of the frame and avoiding unnecessary layers between the phone and the Magic Photo.

A reduction in NFC performance caused solely by a customer's chosen frame or display arrangement does not necessarily mean that the Magic Photo itself is faulty.

If you experience difficulty, contact us at support@themagicframe.co. We will help you troubleshoot the issue and determine whether there is a problem with the Magic Photo itself.

If the NFC technology supplied by us is faulty, your statutory rights are unaffected.

Damaged, faulty or incorrect orders

If your Magic Photo arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible at:

support@themagicframe.co

Please provide:

• your order number;
• a description of the problem; and
• photographs or other information that may help us understand the issue.

We may ask for additional information, or for the product to be returned where reasonably necessary, so that we can investigate and resolve the problem.

Refunds

Where a refund is due, it will normally be returned to the original payment method.

The time taken for the funds to appear in your account may depend on your bank or payment provider.

Nothing in this policy restricts any refund, repair, replacement, price reduction or other remedy to which you are legally entitled.

Your statutory rights

Nothing in this Return and Refund Policy excludes or limits your rights under UK consumer law.

Goods supplied by The Magic Frame must meet the standards required by law, including being as described, of satisfactory quality and fit for their intended purpose.

Contact us

For questions about cancellations, damaged or faulty products, replacements or refunds, please contact:

The Magic Frame
support@themagicframe.co