Refunds and Returns

This page summarizes the refund and return rules in our Terms of Service. The terms govern, and where this page and the terms differ, the terms apply. Work under a separate signed agreement, such as a Managed Services Agreement or a builder agreement, follows that agreement instead.

Orders

Canceling an order

You may cancel an order within 48 hours of paying for it from your account, by calling us at (470) 570-5775, or by emailing support@magnetics.pro. When you do:

• Equipment is refunded in full.
• An installation fee is refunded in full.
• If your order started the Support Plan, its first month is refunded in full and the plan ends.
• If we have already configured equipment for your property, that work is charged.
• If the equipment has already shipped, you arrange and pay for shipping it back to us, and it is refunded once it reaches us.

After 48 hours, canceling is at our discretion, and equipment that has shipped comes back under the rules for returning equipment.

See the Cancellation by you section of our Terms of Service.

Orders we decline

If we decline your order:

• We refund everything you paid, less any work we had already done configuring equipment for your property.
• If the equipment has already reached you, you may keep it at the price you paid, or send it back to us at our cost.

See the Refusal and cancellation by us section of our Terms of Service.

Delays and changes

• If a delay outside our control, such as a manufacturer shortage, runs past 60 days, you may cancel the affected part of your order for a refund of what you paid for it.
• If our review of your order finds that your property needs different equipment, we tell you before anything is configured or shipped. You may accept the revised price or cancel the order for a full refund.

See the Delivery and Prices and quotes sections of our Terms of Service.

Installation

Canceling or rescheduling

• Before your installation is scheduled, you may cancel it for a full refund of its fee.
• Once it is scheduled, you may cancel it up to 48 hours before the visit, and we refund the fee less a scheduling charge of $50.
• You may reschedule at no charge, as many as two times, up to 48 hours before the visit.
• If we cannot keep a day you booked, we tell you and you choose another at no charge, and the change does not count as one of your reschedules.

See the Professional installation section of our Terms of Service.

Late cancellations and missed visits

Canceling or rescheduling within 48 hours of the visit is a late cancellation, and we may keep up to 50% of the installation price. The same applies if the visit cannot go ahead because the property is not ready or cannot be accessed.

To book a new date after a late change or a visit that could not go ahead, you pay that amount first. If you cancel the installation instead, we take that amount out of your refund.

See the Professional installation section of our Terms of Service.

Extra work

If the property needs more work than a standard installation, we tell you as soon as we become aware of it. Extra labor is done only if you agree to it. If you do not, we complete the rest of the installation without it.

See the Professional installation section of our Terms of Service.

When we cannot provide an installer

Installation is offered in Georgia, and in some areas an installer may not be available. We make reasonable efforts to find one. If we cannot, we tell you, and you choose one of two options:

• Set the system up yourself. You keep the equipment, and the installation fee is refunded in full.
• Send the equipment back. The installation fee and the first month of any Support Plan your order started are refunded in full, and the plan ends. The equipment is refunded once it reaches us, less a 25% restocking fee, and you pay for shipping it back to us.

See the Professional installation section of our Terms of Service.

Equipment

Lost or damaged in transit

Package protection is included with every order at no charge. If your equipment is lost in transit or arrives damaged, tell us within 30 days of the date it was delivered or was due to arrive, and we will replace it at no charge.

See the Delivery section of our Terms of Service.

Returning equipment

After the first 48 hours, we accept a return at our discretion. An accepted return carries a restocking fee, charged on what you paid for the items you send back:

• 25% if they are unused and complete.
• Up to 50% if they have been installed or used.

There is no restocking fee on equipment you send back after canceling within the first 48 hours, or when we decline or cancel your order.

You arrange and pay for shipping equipment back to us, unless we sent the wrong item or one that arrived faulty, or we canceled the order, in which case we pay for it. Equipment that reaches us damaged or incomplete, or does not reach us, is not refunded.

See the Warranty and returns section of our Terms of Service.

Faulty equipment

If an item arrives faulty, we replace it at no charge and pay to ship it back. An item that fails after it arrives is a warranty claim, not a return. Equipment carries its manufacturer’s warranty, and on the Support Plan we make the claim for you. Where we give a warranty of our own on a device, we repair or replace it under that warranty.

See the Warranty and returns section of our Terms of Service.

Services

Support Plan

• Each property has one plan. If a later order for the same property charges a first month, we refund it.
• You may cancel the plan from your account, or by calling or emailing us. A monthly plan then runs to the end of the month you have already paid for and is not charged again.
• A plan bought for a fixed term runs for that term. Ending it before the term ends leaves the remaining months due.
• The first month is charged with your order. It is refunded in full, and the plan ends, only if you cancel the order within 48 hours of paying for it.
• Restarting a plan after it ends carries a reactivation fee of $100, unless you restart it within 30 days of the day it ended. That exception applies once in any 12 months.
• After 12 months without the plan, we may decline to restart it.

See the Support Plan and Small Business package sections of our Terms of Service.

Custom design work

A design fee pays for the design itself and is not refundable.

See the Custom design work section of our Terms of Service.

Getting your refund

How refunds are paid

A refund goes back to the payment method you used. Card refunds usually appear within 5 to 10 business days, depending on your bank.

Asking for a refund

Call us at (470) 570-5775 or email support@magnetics.pro. Our office hours are Monday through Friday, 8am to 6pm.

About this page

Changes to this page

This page was last changed on 2026-10-11. The version of the terms published when you placed your order is the one that applies to it.

Who we are

Magnetics is the trading name of Stage Resource LLC, which is the company that makes these refunds.