Refund policy
Last updated: [date]
We want you to be happy with your purchase. If something is not right, contact us first at pixelcubesshop@gmail.com and we will work to fix it.
Damaged, defective or incorrect items. If your item arrives damaged, defective, or materially different from the product page (wrong item, wrong model or color), you must submit a claim within 7 days of the delivery date shown in tracking. Claims submitted later may be declined. Claims must be sent by email to pixelcubesshop@gmail.com and must include the evidence described below.
Evidence required for every claim. To process a claim we require all of the following:
- Your order number and the email address used for the order.
- Clear photos of the item showing the damage, defect or difference. For "not as described" claims, also state which part of the product page the item does not match.
- A photo of the outer shipping package showing the shipping label, and a photo of the inner packaging.
- A continuous, unedited video (no cuts) showing the unopened package with the shipping label visible, you opening it, and the problem with the item. For electrical items, the video must also show the defect with the item powered on, if it is safe to do so.
- A short written description of the problem.
Please keep all packaging and the item until your claim is resolved. Claims without complete evidence will not be processed. Photos or video that appear edited, manipulated or taken from another source will be declined. If we request missing evidence and do not receive it within 5 days, the claim is closed.
How claims are resolved. We review complete claims within 2–3 business days. If a claim is approved, we choose the remedy: a replacement, a partial refund (for minor issues), or a full refund if a replacement is not available. We may ask you to dispose of the item rather than return it. Each order is limited to one claim and one remedy, and a replacement is final for that order.
Order not received. If tracking shows no delivery 30 business days after the shipping date, contact us and we will open an investigation with the carrier. If the carrier cannot locate the parcel, we will send a replacement or issue a full refund. If tracking shows your parcel as delivered, contact us within 7 days of the delivery date, after checking with household members, neighbors and your building’s mail area. We will investigate with the carrier and resolve the claim based on the carrier’s findings.
Returns and exchanges for change of mind. All sales are final. Because our products ship internationally, we do not accept returns, exchanges or refunds for change of mind, a size or color chosen by the customer, or dissatisfaction that is not caused by a defect. Please read the product page carefully before ordering. Items that arrive damaged, defective or materially different from the product page, or that do not arrive, are covered by the claims process in this policy.
Not covered. We do not provide refunds, replacements or returns for:
- change of mind or dissatisfaction that is not caused by a defect;
- normal variations in color, size, shade or brightness within reasonable manufacturing tolerance, including differences caused by your screen;
- damage caused after delivery by misuse, accident, modification, unauthorized repair, normal wear, or use of an incompatible power adapter or batteries;
- items that have been used, or returned without original packaging or without our authorization;
- claims made after the claim window or without complete evidence;
- gift cards and personalized items.
Refund processing. Approved refunds are issued to the original payment method within 5–10 business days. Your bank or card issuer may need additional time to post the refund.
Order cancellations. An order can be cancelled only within 12 hours of being placed, and only if it has not yet been sent to our fulfillment partner. To request a cancellation, email pixelcubesshop@gmail.com with your order number. Once an order has shipped it cannot be cancelled.
Exchanges. We do not offer exchanges. If your item is damaged, defective or incorrect, please see the claims process above.
Disputes and chargebacks. Please contact us before opening a dispute with your bank or payment provider. If a dispute is opened, we will provide the payment provider with the order details, tracking and delivery confirmation, proof that you accepted our policies, and our correspondence with you, as permitted by law.
Fraud and abuse. We may decline claims that appear fraudulent, abusive or manipulated, report them to our payment provider and carriers, and refuse or cancel future orders from customers who show a pattern of abusive claims or disputes.
Acceptance. By placing an order, you confirm that you have read and agree to this Refund Policy.