Refund policy

REFUND & RETURN POLICY

Last Updated: October 1, 2025

At PixelStoreHub, customer satisfaction is important to us. We want you to feel confident when placing an order with our store. This Refund & Return Policy explains the conditions under which returns, replacements, and refunds may be requested.

30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee.

You may request a return or refund within 30 days of receiving your order, subject to the eligibility requirements outlined below.

To begin a return or refund request, please contact our customer support team before sending any item back.

Items returned without first contacting us may not be accepted.

Return Eligibility

To be eligible for a return, your item should:

  • Be requested for return within 30 days of delivery.

  • Be in reasonably good condition.

  • Include the original product components and accessories where applicable.

  • Be accompanied by valid proof of purchase or order information.

We understand that certain products may need to be opened or tried in order to determine whether they are suitable. Where applicable, reasonable product inspection or normal initial use will not automatically make a request ineligible.

However, products showing excessive use, intentional damage, misuse, unauthorized modification, or damage unrelated to normal product use may not qualify.

Damaged, Defective or Incorrect Items

Please inspect your order after delivery.

If your product arrives:

  • Damaged;

  • Defective;

  • Incorrect;

  • Missing essential components; or

  • Significantly different from what was ordered,

please contact us as soon as possible.

To help us resolve the issue efficiently, we may request photographs or videos showing the product, packaging, shipping label, or the issue being reported.

Once reviewed and approved, we may offer an appropriate resolution such as:

  • A replacement;

  • A reshipment;

  • A partial refund; or

  • A full refund.

The appropriate resolution may depend on the circumstances of the order and the issue reported.

Lost or Missing Orders

If your tracking information has not updated for an extended period or you believe your package may have been lost during transit, please contact our support team.

We will review the available tracking information and, where necessary, investigate the shipment with the relevant fulfillment or delivery provider.

If the shipment is confirmed as lost in transit, we will arrange an appropriate replacement or refund.

Orders Marked as Delivered

If tracking information shows that your package has been delivered but you cannot locate it, please:

  1. Check around the delivery location.

  2. Ask household members, neighbors, reception staff, or building management where applicable.

  3. Contact the local delivery carrier using the tracking information provided.

If the package still cannot be located, contact us and we will assist you in reviewing the shipment.

Please note that a package confirmed as successfully delivered to the shipping address provided during checkout may require further investigation before a replacement or refund can be approved.

Incorrect Shipping Address

Customers are responsible for providing complete and accurate shipping information during checkout.

If you notice an incorrect address after placing your order, contact us immediately.

We will make reasonable efforts to update the shipping details before fulfillment. However, once an order has been processed, fulfilled, or handed to the carrier, we may no longer be able to modify the delivery address.

Orders that cannot be delivered because of an incorrect or incomplete address supplied by the customer may not automatically qualify for a free replacement or refund.

Order Cancellations

If you wish to cancel your order, please contact us as soon as possible after placing it.

We will attempt to cancel the order before it enters fulfillment.

Once an order has been processed, packed, fulfilled, or dispatched, cancellation may no longer be possible. In such cases, you may need to wait until the order is delivered and then follow the applicable return procedure.

Change of Mind

We may accept eligible returns for change-of-mind requests within the 30-day return period.

Customers may be responsible for return shipping costs for change-of-mind returns unless otherwise agreed by our support team.

Original shipping charges, where applicable, may not be refundable.

Non-Returnable Items

Certain items may not qualify for return where:

  • They have been intentionally damaged or misused.

  • They have been materially altered or modified.

  • They are returned substantially incomplete.

  • Returning them would create hygiene or safety concerns after significant use.

  • The return request falls outside the applicable return period.

This does not affect any rights that may apply to defective, damaged, or incorrectly supplied products.

Return Shipping

Do not return products to the address shown on the original parcel unless our support team specifically instructs you to do so.

Our fulfillment network may use different facilities depending on the product and destination.

If a physical return is required, our support team will provide the appropriate return instructions.

Return shipping costs may be the responsibility of the customer for reasons such as change of mind, ordering the wrong item, or providing incorrect information.

For verified defective, damaged, or incorrect items, we will determine an appropriate solution after reviewing the case.

Refunds

Once your refund request has been reviewed and approved, the refund will normally be issued to the original payment method used for the order.

Please note that payment providers and financial institutions may require additional processing time before the refunded amount appears in your account.

Processing times are outside PixelStoreHub's direct control once the refund has been successfully issued.

Partial Refunds

In certain circumstances, a partial refund may be offered where this provides a reasonable resolution, including cases involving:

  • Minor cosmetic damage;

  • Missing non-essential components;

  • Partial order issues; or

  • Situations where the customer chooses to keep the product.

Any partial refund will be discussed with the customer before being processed.

Exchanges and Replacements

Where appropriate, we may provide a replacement instead of a refund.

Replacement eligibility depends on the circumstances of the request, product availability, and the outcome of our review.

Chargebacks and Payment Disputes

If you experience an issue with your order, we encourage you to contact our customer support team first so that we have an opportunity to resolve the matter.

Opening a payment dispute or chargeback while an active refund, replacement, or investigation is already being processed may delay resolution.

This does not limit any rights available to you through your payment provider or applicable consumer protection requirements.

Consumer Rights

Nothing in this policy is intended to exclude or restrict consumer rights that cannot legally be excluded or restricted.

Where applicable consumer protection requirements provide greater rights than those described in this policy, those requirements will apply.

Contact Us

If you have questions regarding a return, refund, replacement, or your order, please contact PixelStoreHub through the customer support contact information provided on our website.

When contacting us about an order, please include your order number and the email address used during checkout so that we can assist you efficiently.