Refund policy
PIXIEPEL REFUND AND EXCHANGE POLICY
OVERVIEW
At PixiePel, we want you to be completely satisfied with your purchase. We offer refunds, partial refunds, and exchanges within 30 days of receiving your item. Please note that we do not accept physical returns of merchandise to our facility.
30-DAY POLICY PERIOD
You have 30 days after receiving your item to request a refund or exchange. All requests must be submitted within this timeframe to be eligible for consideration.
ELIGIBILITY REQUIREMENTS
To be eligible for a refund or exchange, your item must meet the following conditions:
- Item must be in the same condition that you received it
- Unused
- With original tags attached (if applicable)
- In its original packaging
- You must have the receipt or proof of purchase
HOW TO REQUEST REFUND OR EXCHANGE
To request a refund or exchange, please contact us at support@pixiepel.com with the following information:
- Your order number
- Photos of the item (if requesting refund due to defect or damage)
- Reason for refund or exchange request
- For exchanges: specify the replacement item desired
Important: Do not send items back to us without first receiving approval and instructions. Unsolicited returns will not be processed.
REFUND PROCESS
Full Refunds: Available for items that meet our eligibility requirements and are requested within the 30-day period.
Partial Refunds: May be issued in cases where:
- Items show minor signs of wear or use
- Original packaging is damaged but item is intact
- Items are returned within the 30-day period.
Processing Time: Once your refund request is approved, you'll be automatically refunded on your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
Refund Confirmation: We will notify you via email once we've reviewed your request and approved or denied the refund.
EXCHANGE PROCESS
How Exchanges Work: Instead of physical returns, we process exchanges as follows:
1. Contact us at support@pixiepel.com to request an exchange
2. We'll review your request and approve eligible exchanges
3. Once approved, we'll issue a refund for the original item
4. You can then place a new order for the desired replacement item
5. We may provide a discount code to cover any price differences or shipping costs
Exchange Eligibility: Items must meet the same condition requirements as refunds. The replacement item must be of equal or lesser value, or you may pay the difference for a higher-valued item.
DAMAGES AND ISSUES
Please inspect your order immediately upon delivery. Contact us right away at support@pixiepel.com if:
- The item is defective or damaged
- You received the wrong item
- The item is significantly different from what was described
Include photos of the issue when contacting us so we can quickly evaluate the problem and provide an appropriate solution.
NON-REFUNDABLE ITEMS
Certain types of items are not eligible for refunds or exchanges:
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalized items)
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
- Sale items and clearance merchandise
- Gift cards and digital products
Please contact us at support@pixiepel.com if you have questions about whether your specific item is eligible.
DEFECTIVE OR DAMAGED ITEMS
If you receive a defective or damaged item, we will:
- Provide a full refund, or
- Send a replacement item at no additional cost, or
- Offer a partial refund if the item is still usable
The remedy provided will be at our discretion based on the nature and extent of the issue.
WRONG ITEM RECEIVED
If you receive an incorrect item:
- Contact us immediately at support@pixiepel.com
- We'll arrange for you to receive the correct item at no additional cost
- You may keep the incorrectly sent item, or we may provide instructions for its disposal
EUROPEAN UNION CUSTOMERS
If merchandise is being shipped into the European Union, you have the right to cancel your order within 14 days for any reason without justification. The same condition requirements apply: items must be unworn, unused, with tags, and in original packaging, along with receipt or proof of purchase.
PROCESSING TIMELINE
- Refund Requests: Reviewed within 2-3 business days
- Exchange Requests: Processed within 2-3 business days
- Refund Processing: 5-10 business days after approval
- Bank Processing: Additional 3-5 business days (varies by financial institution)
If more than 15 business days have passed since we approved your refund and you haven't received it, please contact us at support@pixiepel.com.
SHIPPING COSTS
- Defective/Damaged Items: We cover all costs associated with replacements
- Wrong Item: We cover all shipping costs for corrections
- Customer Preference: Original shipping costs are non-refundable for standard refund requests
- Exchanges: We may provide shipping credits or discount codes to facilitate the exchange process
GIFT PURCHASES
Items purchased as gifts can be refunded or exchanged following the same policy guidelines. The refund will be issued to the original payment method used for the purchase.
SEASONAL AND PROMOTIONAL ITEMS
Items purchased during sales, promotions, or seasonal events may have modified refund and exchange terms. Any special conditions will be clearly communicated at the time of purchase and in your order confirmation.
CONTACT INFORMATION
For all refund and exchange requests, please contact us at:
Email: support@pixiepel.com
Subject Line: Refund/Exchange Request - [Your Order Number]
Business Hours: Monday - Friday, 9:00 AM - 5:00 PM PST
Response Time: Within 24 hours during business days
POLICY UPDATES
This policy may be updated from time to time. The most current version will always be available on our website. Changes will take effect immediately upon posting.
Last Updated: 2025 August
Effective Date: 2025 August
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Questions? Contact us at support@pixiepel.com - we're here to help!