Create Without Borders — Inspire the World

info@pixelcraftlab.xyz

Pixel Craft Lab

Refund and Returns Policy

Your satisfaction is our highest priority. We strive to offer high-quality products that inspire, delight, and meet your expectations. However, we understand that there may be occasions when you wish to return or exchange your order. This policy outlines the terms and procedures for returns, conditions for eligibility, and the refund process.

Return Conditions

We accept returns of physical products within 30 calendar days from the date the customer receives the order. Returns are accepted only if:

  • The product is unused and has not been altered or damaged in any way;
  • The product is in its original packaging, including all protective inserts, labels, and accompanying documents;
  • You have proof of purchase (order number, electronic receipt, or other confirmation);
  • The return has been pre-approved by our customer support team.

We reserve the right to refuse returns if the item has been damaged due to customer negligence, shows signs of use such as paint, ink, scratches, or if the product set is incomplete.

Reasons for Return

You may request a return for one of the following reasons:

  1. Changed your mind or item does not fit your needs.
    Perhaps you selected the wrong size, color, or simply no longer want the item. In this case, returns are accepted, but the return shipping cost is paid by the customer.
  2. Received a defective or damaged item.
    While we carefully inspect all products before shipping, damage can occur during transit. If you receive a damaged or defective item, please contact us within 72 hours of delivery with photos of the damage and packaging.
  3. Received the wrong item.
    If the product you received differs from what you ordered, we will arrange a free replacement or a full refund.

Shipping Cost Refund

  • If the return is due to our error (wrong product, defect, damage), we will fully reimburse the return shipping costs. We can provide a prepaid return label or reimburse you upon submission of proof of payment.
  • If the return is due to customer preference (change of mind, wrong size/color/format, etc.), the return shipping costs are borne by the customer. The original shipping fees are non-refundable in this case.

Refund Process and Timing

Once we receive and inspect the returned product, we will confirm the return by email and initiate the refund process. Refunds typically take 5 to 10 business days to process, depending on your bank or payment provider. Refunds will be issued to the original payment method used for the order.

If an item was damaged during shipping and return is not feasible, we may offer a partial refund or replacement without requiring the item to be returned.

International Returns

We ship worldwide and aim to ensure that every customer, regardless of their location, can receive quality products easily. However:

  • We do not cover customs duties, local taxes, or delays caused by customs processing. These charges are the responsibility of the buyer.
  • Returns from international locations are accepted under the above conditions, but return shipping costs must be covered by the customer unless the error was on our part.
  • We recommend using a tracked postal service as we are not responsible for lost returns sent without tracking.

How to Initiate a Return

  1. Email us at [insert email] with the subject line “Return Order #[order number]”.
  2. Provide the reason for return and attach photos of the product and packaging if damaged.
  3. Await our response (within 1–2 business days).
  4. Receive return instructions and address details.
  5. Ship the item back and keep your shipping receipt.

Contact Us

If you have any questions, concerns, or need assistance at any stage, please do not hesitate to contact us. We are always happy to help:

Email: info@pixelcraftlab.xyz
Response Time: 1–2 business days