1. Introduction
At CAGMAG ("we", "our", "us"), customer satisfaction is important to us. We strive to provide high-quality electronics, office supplies, and related products to customers worldwide. This Returns, Refund & Exchange Policy explains the conditions under which products may be returned, exchanged, or refunded.
This policy applies to purchases made through:
- www.cagmag.co.uk
- Our physical retail store(s)
- Orders placed through our authorised sales channels
By placing an order with CAGMAG, you agree to this policy in addition to our Terms & Conditions.
2. Eligibility for Returns
Most products purchased from CAGMAG may be returned within 30 calendar days from the date the customer receives the order, provided that the following conditions are met:
- The product is returned within the applicable return period.
- The product is complete and includes all original accessories, manuals, cables, software, promotional items, and packaging where reasonably possible.
- The product has not been intentionally damaged, modified, or misused.
- The customer provides proof of purchase, such as an order confirmation, invoice, or receipt.
For products that have been opened, used, or installed, we reserve the right to inspect the item before determining whether a return, exchange, repair, partial refund, or refusal is appropriate, subject to applicable consumer protection laws.
3. Products Not Eligible for Return
Certain products cannot be returned unless they are faulty, damaged, or not as described. These may include:
- Custom-built or specially ordered products
- Personalised or engraved items
- Software licences, activation keys, and downloadable digital products
- Gift cards and vouchers
- Consumable office supplies that have been opened or partially used
- Hygiene-sensitive products where the protective seal has been broken
- Products explicitly marked as non-returnable on the product page
Nothing in this section limits your statutory rights under applicable law where a product is faulty or not in conformity with the contract.
4. Faulty, Damaged or Incorrect Items
If you receive a product that is:
- damaged during transit,
- defective on arrival,
- materially different from the product ordered, or
- missing components,
please contact our Customer Support team as soon as reasonably possible and preferably within 48 hours of delivery.
To help us investigate your claim, we may request:
- your order number,
- photographs of the packaging,
- photographs or videos showing the issue,
- the product serial number (where applicable), and
- a brief description of the problem.
Providing this information promptly helps us process your request more efficiently.
5. Return Process
To initiate a return:
- Contact Customer Support at support@cagmag.co.uk.
- Provide your order number and reason for the return.
- Wait for return instructions before sending the item.
- Securely package the item to minimise the risk of damage during transit.
- Ship the product using the return instructions provided.
Returns sent without prior authorisation may experience delays in processing.
6. Return Shipping
If the return is due to:
Our Error
Examples include:
- incorrect product supplied,
- damaged in transit,
- manufacturing defect,
- duplicate shipment.
We will generally reimburse reasonable return shipping costs or provide a prepaid return label where available.
Customer Change of Mind
If the customer simply changes their mind, the customer is generally responsible for return shipping costs unless otherwise required by law or stated in a promotional offer.
Original delivery charges may not be refundable unless required by applicable law.
7. Inspection of Returned Products
Once received, returned items will be inspected.
Inspection may include:
- verifying serial numbers,
- checking for missing accessories,
- confirming product condition,
- confirming warranty seals,
- testing electronic functionality where appropriate.
Inspection generally takes between 3–7 business days, although complex products may require additional time.
8. Refund Approval
If your return is approved, we will issue the appropriate refund.
Refunds are normally processed to the original payment method used during checkout.
For security and fraud prevention reasons, refunds cannot normally be redirected to another payment method.
9. Refund Processing Times
Although refunds are processed promptly after approval, the time taken for funds to appear depends on the payment provider and financial institution.
Typical processing times are:
- Credit/Debit Cards: 3–10 business days
- Stripe/Shopify Payments: normally within several business days
- Bank transfers: varies depending on the receiving bank
- Cash purchases (in-store): refunded according to our in-store procedures and applicable law
These timeframes are estimates and may vary.
10. Partial Refunds
In certain circumstances, we may issue a partial refund rather than a full refund.
Examples include:
- missing accessories,
- damaged packaging beyond what is reasonably necessary to inspect the product,
- excessive signs of use,
- missing manuals,
- customer-caused damage,
- incomplete returns.
Any reduction will reflect the diminished value of the returned item where permitted by law.
11. Exchanges
Where stock is available, eligible products may be exchanged for:
- the same item,
- another colour,
- another compatible model,
- another product of equal or higher value (subject to payment of any price difference).
Exchange availability cannot be guaranteed.
12. Manufacturer Warranty Returns
Many products sold by CAGMAG include a manufacturer's warranty.
After the initial return period has expired, warranty claims may be handled by:
- CAGMAG,
- the manufacturer,
- an authorised repair centre.
Warranty terms vary depending on the manufacturer and product category.
13. Store Warranty
Where advertised, selected products may also include an additional CAGMAG Store Warranty.
The existence of a store warranty does not replace or reduce your statutory consumer rights.
Store warranty terms will be provided separately where applicable.
14. Non-Delivery Claims
If tracking indicates that an order has not been delivered within the estimated delivery timeframe, customers should notify us as soon as reasonably possible.
We may:
- investigate with the courier,
- request additional information,
- confirm the delivery address,
- arrange a replacement where appropriate,
- issue a refund where appropriate.
15. Refused Deliveries
If a customer refuses delivery without a valid legal reason:
- return shipping costs,
- customs charges,
- courier administration fees,
- and any other costs incurred
may be deducted from the refund where permitted by applicable law.
16. International Returns
Customers outside the United Kingdom are responsible for complying with local customs requirements when returning products.
Customers should clearly mark returned parcels according to our return instructions to minimise unnecessary customs charges.
Import duties, taxes, and customs fees imposed by destination authorities are generally non-refundable.
17. Bulk & Business Purchases
Business customers purchasing in bulk should inspect deliveries promptly upon receipt.
Shortages, visible transport damage, or incorrect shipments should be reported as soon as reasonably possible.
For certain commercial orders, different return arrangements may apply where agreed in writing before purchase.
18. Fraud Prevention
To protect customers and comply with payment provider requirements, CAGMAG reserves the right to investigate returns that appear suspicious.
Examples include:
- repeated high-value returns,
- altered serial numbers,
- counterfeit products,
- empty package claims,
- false damage claims,
- excessive chargebacks,
- abuse of promotional offers.
Where fraud is suspected, we may refuse the return, report the matter to relevant authorities where appropriate, or provide supporting evidence during payment disputes.
19. Chargebacks
We encourage customers to contact us before initiating a chargeback through their payment provider.
Most issues can be resolved more quickly through our Customer Support team.
Where a chargeback is initiated, we may provide relevant documentation to the payment provider, including:
- order confirmations,
- shipment records,
- delivery confirmations,
- customer communications,
- photographs,
- return records.
20. Statutory Consumer Rights
Nothing in this policy excludes, limits, or restricts any rights that customers may have under applicable consumer protection laws, including the laws of England and Wales or mandatory laws applicable in the customer's country of residence where such laws apply.
Where there is any conflict between this policy and mandatory consumer legislation, the applicable law shall prevail.
21. Changes to This Policy
We may update this Returns, Refund & Exchange Policy from time to time to reflect changes in our business practices, legal obligations, or operational requirements.
The latest version will always be available on www.cagmag.co.uk. Changes will not affect rights relating to orders placed before the revised policy takes effect, except where required by law.
22. Contact Us
If you have any questions regarding returns, refunds, exchanges, or warranty claims, please contact us:
UPLAW TECH LIMITED
Website: https://cagmag.co.uk
Email: support@cagmag.co.uk
We aim to respond to customer enquiries within 1–2 business days, although response times may vary during busy periods.