My palette magnets don't hold, fell out, or push each other away

We're sorry you're experiencing an issue with your wooden palette's magnets! 💙

If your palette won't stay closed, a magnet has become loose or fallen out, or the two halves appear to push each other apart, please stop using the palette and contact our support team so we can review the issue.

Which issue are you experiencing?

• Loose or detached magnet: A magnet has come loose or fallen out during use.

• Missing magnet: A magnet was missing from its designated position when the palette arrived.

• Magnets pushing apart: The palette halves repel each other instead of staying closed. This may indicate a magnet alignment or orientation issue.

• Palette won't close properly: If the wooden halves appear bent or uneven, the issue may be related to warping rather than the magnets.

Our support team can help determine the cause after reviewing your photos.

Important: Magnet safety

If a magnet has become loose or detached:

• Stop using the affected palette.

• Keep all loose magnets and small components away from children and pets.

• Do not attempt to flip, reposition, glue, or repair the magnets yourself.

• Keep the damaged palette in a secure location until the issue has been reviewed.

If a magnet may have been swallowed, seek urgent medical attention immediately.

How to report a magnet issue

1. Open our Return Center:

   https://tobioskits.com/apps/parcelpanel-returns/

2. Enter your order number and the email address used during checkout.

3. Select the affected product and choose the appropriate defective-product or quality issue option.

4. Upload clear photos showing:

   • The open palette and its magnets.

   • Any missing, loose, or detached magnets.

   • The palette in its closed position, showing any visible gap or alignment issue.

5. Submit your request, preferably within 7 days of delivery if the issue was present when the palette arrived.

Our support team will review the information and determine the appropriate resolution.

Depending on the circumstances, a replacement or another suitable solution may be offered.

Please do not return the damaged palette unless our support team specifically instructs you to do so.

What if I ordered more than one kit?

If your order contains multiple Watercolor Kits, please let us know which palette is affected.

This will help our team identify the product and review your request.

How can I care for my wooden palette?

To help protect the wood and magnets:

• Gently wipe away excess moisture after painting.

• Avoid washing, soaking, or rinsing the palette under running water.

• Allow the palette to air-dry completely before closing or storing it.

• Avoid exposing the palette to excessive moisture or direct heat.

If the magnets become loose or the palette stops closing properly, please discontinue use and contact our support team.