Return policy
RETURN & REFUND POLICY
Last updated: 9 September 2026
We want you to be happy with your Magaela purchase. This Return & Refund Policy applies to consumers purchasing through our online store.
Nothing in this policy limits any mandatory consumer rights granted to you under applicable law.
1. RIGHT OF WITHDRAWAL
If you are a consumer purchasing online, you generally have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receives the goods.
If goods from one order are delivered separately, the withdrawal period starts when the last item is received.
To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires by a clear statement, for example by email or through your Magaela customer account.
Please contact:
Magaela s.r.o.
Email: magaela@magaela.sk
You may also use the model withdrawal form provided at the end of this policy.
2. ONLINE RETURN AND CANCELLATION REQUESTS
You can submit an eligible return or cancellation request online through your Magaela customer account:
After signing in, select the relevant order and follow the available return or cancellation options.
Submitting an online request is an additional way to exercise your rights and does not prevent you from contacting us by email or using any other method permitted by applicable law.
You will receive an electronic confirmation after your request has been submitted.
3. PLEASE CONTACT US BEFORE SENDING A RETURN
Before sending your parcel back, please contact us at magaela@magaela.sk and let us know that you are returning an order.
This is important because our return address receives multiple deliveries and parcels. Advance notification allows us to monitor your shipment and make sure that your parcel is identified and collected correctly.
Once the parcel has been shipped, please send us the tracking number.
Failure to contact us in advance does not remove any statutory right of withdrawal you may have, but it may delay the identification and processing of your return.
4. RETURN ADDRESS
Please send returns to:
Magaela s.r.o.
Vyšehradská 3732/12
851 06 Bratislava
Slovakia
Please do not send a parcel to another Magaela address unless we have specifically instructed you to do so.
5. RETURN DEADLINE
After informing us that you wish to withdraw from the purchase, you must send the goods back without undue delay and no later than 14 days after the date on which you informed us of your withdrawal.
The deadline is met if you dispatch the goods before the 14-day return period expires.
6. RETURN SHIPPING COSTS
For returns made because you have changed your mind or exercised your statutory right of withdrawal, the direct cost of returning the goods is paid by the customer.
You can choose between the following options:
A. Magaela return service
Where available, you may use our return service for a €7 return shipping fee.
For GLS returns, please use our Magaela return portal:
https://returns.gls-group.com/magaela
Where a DPD return service is offered by us, we will provide you with the relevant return instructions or return link.
If you use our return service, the €7 return shipping fee will be deducted from your refund.
B. Your own shipping method
You may arrange the return yourself using a carrier of your choice and pay the carrier directly.
If you arrange and pay for the return yourself, Magaela will not deduct the €7 return shipping fee.
We strongly recommend using a trackable shipping service and keeping your proof of shipment until the return and refund have been completed.
If the return is required because the goods are defective, damaged, incorrect or otherwise non-conforming, return shipping costs will be handled in accordance with applicable consumer law.
7. CONDITION OF RETURNED GOODS
You may inspect the goods to the extent reasonably necessary to establish their nature, characteristics and functionality, similar to how you would inspect them in a physical shop.
You are responsible for any diminished value of the goods resulting from handling beyond what is necessary for such inspection.
Please therefore return products:
- carefully packed;
- complete with any accessories or components supplied with them; and
- where reasonably possible, in their original packaging.
The absence of original packaging alone does not automatically remove a statutory right of withdrawal.
Products must be packed appropriately to prevent damage during return transport.
8. REFUND AMOUNT
For eligible returned products, the refund is calculated according to the actual amount paid for the returned product, including any discount, promotional code or other reduction applied to the original order.
For example, if a product originally cost €100 and a 20% discount was applied, the refundable product value is €80, not €100.
If you use our €7 GLS or DPD return service, the agreed €7 return shipping fee will be deducted from your refund.
If you arrange and pay for the return yourself, no €7 return shipping fee will be deducted by Magaela.
No separate return processing or administration fee is charged.
9. REFUND OF ORIGINAL DELIVERY COSTS
If you withdraw from the entire order, we will reimburse the original delivery cost up to the amount of the least expensive standard delivery method offered for that order.
If you selected a more expensive delivery method, such as UPS Express or another express service, the additional amount paid above the cost of our least expensive standard delivery method is not refundable where permitted by applicable law.
This does not include the cost of returning the goods to us, which is governed by Section 6 above.
10. PARTIAL RETURNS AND FREE SHIPPING
You may return eligible individual products without returning the entire order.
The refund for a partial return is calculated from the amount actually paid for the returned products after discounts.
Where free shipping was granted subject to a minimum order value, and after a partial return the value of the products you keep falls below the applicable free-shipping threshold, the order may be recalculated to include the standard shipping charge that would have applied to the retained products at the time of the original purchase, to the extent permitted by applicable mandatory consumer law.
For example, if free shipping applied to orders over €50 and, after a partial return, the value of the products you keep falls below €50, the standard shipping charge applicable to an order below €50 may be taken into account when calculating your refund.
The applicable free-shipping threshold and standard shipping rate are those displayed by Magaela at the time the original order was placed.
This provision does not affect any mandatory statutory consumer rights.
11. CUSTOM-MADE AND PERSONALISED PRODUCTS
The statutory right of withdrawal does not apply where applicable consumer law provides an exception for goods that are:
- made according to the consumer's individual specifications; or
- clearly personalised according to the consumer's individual requirements.
For Magaela products, this may include products individually created or materially modified according to customer-specific requirements such as an individually agreed design, colour combination, dimensions, composition, selection of flowers or other personalised specifications.
A product is not automatically considered non-returnable merely because it is handmade or produced after an order is placed.
The exclusion applies only where the product genuinely falls within the applicable legal exception for individually specified or clearly personalised goods.
This exception does not affect your legal rights if a custom-made or personalised product is defective, damaged, incorrect or does not conform to what was agreed.
12. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
The statutory right of withdrawal is separate from your legal rights concerning defective or non-conforming goods.
If an item arrives damaged, defective, incorrect or materially different from what was ordered, please contact us at:
Please include, where reasonably possible:
- your order number;
- a description of the problem; and
- photographs or other documentation showing the issue.
Where goods are defective, damaged, incorrect or otherwise non-conforming and a return is required, Magaela will bear the necessary return shipping costs where required by applicable consumer law.
Nothing in this Return & Refund Policy limits your statutory guarantee or conformity rights.
13. WHEN WILL THE REFUND BE MADE?
Following a valid withdrawal, we will process the reimbursement without undue delay and within the period required by applicable law.
For sales of goods, we may withhold the refund until:
- we have received the returned goods; or
- you provide evidence that you have sent the goods back,
whichever occurs first.
Refunds are normally issued using the same payment method used for the original transaction, unless another method has been expressly agreed.
We do not charge a fee simply for processing a statutory refund.
14. EXCHANGES
If you would like to exchange an eligible product, please contact us before returning it.
Exchanges are subject to product availability.
In some cases, we may ask you to return the original product and place a new order.
Your statutory right of withdrawal remains unaffected.
15. ORDER CANCELLATION BEFORE SHIPPING
For eligible orders that have not yet been fulfilled or dispatched, you may submit a cancellation request through your Magaela customer account or contact us at magaela@magaela.sk.
We will process eligible cancellation requests as quickly as possible.
Once an order has been fulfilled or dispatched, it may no longer be possible to cancel the shipment. Where a statutory right of withdrawal exists, that right remains unaffected.
For genuinely custom-made or personalised goods, cancellation or withdrawal may be restricted where the product falls within the applicable statutory exception described in Section 11.
16. UNCLAIMED OR REFUSED PARCELS
Simply refusing delivery or failing to collect a parcel does not necessarily constitute a valid notification of withdrawal.
If your parcel is returned to us as unclaimed, please contact us.
If you would like us to send the order again, you will normally be required to pay the new shipping cost before reshipment.
Any refund following an unclaimed or refused shipment will be handled in accordance with applicable consumer law and this policy.
17. CONTACT
For returns, withdrawals, cancellations and refunds, please contact:
Magaela s.r.o.
Vyšehradská 3732/12
851 06 Bratislava
Slovakia
Email: magaela@magaela.sk
Please contact us before sending your parcel and provide the tracking number after dispatch so that we can monitor and correctly identify your return.
MODEL WITHDRAWAL FORM
You may use this form if you wish to withdraw from your contract. Use of this form is not mandatory.
To:
Magaela s.r.o.
Vyšehradská 3732/12
851 06 Bratislava
Slovakia
Email: magaela@magaela.sk
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:
Order number:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Date:
Signature of consumer(s), only if this form is submitted on paper:
