Return Eligibility
To be eligible for a return, items must be unused and in the original packaging. You must initiate the return process within 30 days of receiving your order. If the item is damaged or defective upon arrival, please contact us immediately to discuss your options. Items that have been personalized or customized are not eligible for return unless they arrive damaged or defective.
How to Request a Return
To request a return, you must email us at [email protected]. In your email, include your order number, the item(s) you wish to return, and the reason for the return. We will respond to your request within 3-5 business days with further instructions. Please do not send items back without prior authorization, as this may delay the processing of your return.
Return Shipping Costs
Customers are responsible for the return shipping costs unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. This ensures that you can track your return and that the item is protected during transit. If we agree to cover the return shipping costs, we will provide you with a prepaid shipping label.
Refund Process
Once we receive your returned item, we will inspect it to ensure it meets our return eligibility criteria. If approved, your refund will be processed within 7-10 business days. The refund will be issued to the original payment method used for the purchase. Please note that depending on your bank or payment provider, it may take additional time for the refund to reflect in your account.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please return the original item following the return process and place a new order for the desired item. This ensures that you receive the correct item in a timely manner. Keep in mind that the new order will be subject to our standard shipping times.
Non-Returnable Items
Certain items are non-returnable, including but not limited to personalized or customized products, clearance items, and gift cards. If you have questions about whether an item is returnable, please reach out to us before making your purchase. We want to ensure you are fully informed about your options.
Contact Information
If you have any questions or concerns regarding our Return and Refund Policy, please do not hesitate to contact us at [email protected]. We are here to assist you and ensure that your experience with pixelshavens.com is satisfactory. We appreciate your understanding and cooperation in following our return process.