Returns & Refund
We are thrilled to have you as a customer and are committed to excellence regarding the support we provide to you before, during and after your sale.
Here's a few helpful guidelines to understand about using this site. Please read our return policy below, we will do our best to assist you.
7 DAYS NO HASSLE RETURNS & EXCHANGES
We gladly accept returns and exchanges within 7 days of receiving for the following reasons:
- Faulty items damaged/broken, or soiled upon arrival.
- Items received in the incorrect model/color.
- Items have not met your expectation.
With these situations, please make sure Items are in brand new condition, in their original unaltered box and must include all packing materials, warranty cards, manuals, and accessories.
What if I changed my mind before receiving? Can I cancel my order?
It depends on whether your item(s) has been shipped or not. The processing time of our warehouse is 1-2 business days (it may be delayed during the COVID 19). We are not able to recall the package back when it's already been shipped out. Please contact us by email: firstname.lastname@example.org to check if your order can be canceled.
RETURN/EXCHANGE/REFUND CLAIM GUIDELINES
We will honor refunds in the chance that any item may be defective. However, we do not offer "just because" or "changed my mind" refunds. We are open to reviewing your situation on a case-by-case basis to give you the best service possible, and can make exceptions/refunds at our sole discretion.
Prior to returning any item, YOU MUST email email@example.com within seven (7) business days of receiving your order for pre-approval and obtain a Return Authorization Number (RA#). We may ask you to send pictures and videos to accompany your claim, so that we can get a real clear idea of how to help you. Our team will not be able to process any returned items without a product RA#.
Customer is responsible for ordering the return shipping (the way to PIXEL). We strongly recommend the use of a carrier that will track packages and confirm delivery, as we are not responsible for any items being lost on their way to us.
Returns must be received by PIXEL within 21 calendar days from the date the RA# is issued. Products received later than this date cannot be accepted for return.
All items must be returned in "as new" condition in the original packaging and include all accessories, blank warranty cards, and user manuals. Original boxes, packing materials, wrappers, and cartons are to be returned without markings, tape, folds or defacing.
For non-quality related claim, shipping fees are NOT eligible for refund. Items purchased originally with free shipping will have standard shipping fees deducted from the refund. Once the item is received at our fulfillment center, it takes 2 business days for the refund to be processed and then 1-5 business days for the refund amount to show up in your account.
For international orders other than the US, there might be a slight fee for international payment which is charged by your bank. Please note, the possible extra fee is NOT charged by PIXEL. If you find out the amount doesn't match with the amount shows on the PIXEL order page, please confirm it with your bank first. Besides, the payment currency for PIXEL is USD ONLY, which means international customers need to consider the exchange rate while purchasing from us if your bank currency is not in USD. PIXEL is NOT responsible for any loss from the exchange rate fluctuation when refunding.
1-YEAR WARRANTY CLAIMS FOR QUALITY RELATED ITEMS
For quality-related warranty claims, items will be replaced/repaired when the item is still available, otherwise a refurbished model of equal value will be sent. In situations where a replacement is not an available or preferred option, PIXEL will offer a partial refund according to the usage time of the device.
Warranties on all replacements follow the same warranty timeframe of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.
- Buyer must provide sufficient proof of purchase.
- The defective item’s visible proof depicting the defect are required. Photos or videos indicating the defective part are required.
- It may be necessary to return an item for quality inspection.
- For defective items that PIXEL needs to be returned, warranties on those replacements are voided if the wrong item is returned to PIXEL or if the defective item is not returned.
- PIXEL will evaluate the situation and generate a Return Authorization Number (RA#) if it’s eligible for maintenance or exchange. The RA# needs to be attached to the returned item.
VALID PROOF OF PURCHASE
- Order number for the defective item on https://store.pixelhk.com.
- Available warranty card.
SHIPPING COSTS MUST BE COVERED BY BUYER IN THE FOLLOWING SITUATIONS
- Returning products for any reason other than a proven defect.
- Warranty claims on items taken outside the original country of purchase.
- Buyer’s accidental returns.
- Returning wrong items.
- Returning items claimed to have defects but found by our quality control to be in working condition.
- Returning defective items in international shipping.
NOT COVERED UNDER WARRANTY
- Products without sufficient proof of purchase.
- Lost or stolen products.
- Items that have expired their warranty period.
- Not quality-related issues.
- Free products (by discount, free testing sample, or gifts).
- Repaired through third parties.
- Damage from outside sources.
- Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly, mis-installed).
- Not purchased from https://store.pixelhk.com.
We’re trying to solve all the un-satisfaction with our after-sale service. You’re welcome to contact us for any problem with your orders, as we want to provide you a better shopping experience.
Contacts: firstname.lastname@example.org, FB page: pixelenterpriseltd.