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CUSTOMER CARE
Return & Refund Policy
Clear guidance for returns, replacements, cancellations, and refunds.
Last updated: October 11, 2026
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We want every PixelMarty order to meet your expectations. This policy explains when physical products, print-on-demand items, digital downloads, and custom design services may qualify for a return, replacement, cancellation, or refund.
1. Policy Overview
This Return & Refund Policy applies to purchases made through pixelmarty.com, including physical products, print-on-demand merchandise, digital downloads, and custom design services.
Eligibility depends on the product type, the reason for the request, the condition of the item, and whether production, download, or service delivery has already begun.
Nothing in this policy limits any mandatory consumer rights available under applicable law.
2. Eligible Returns
A non-personalized physical product may qualify for return if you contact us within 14 days after delivery and the product is unused, unworn, unwashed, undamaged, and returned in its original condition and packaging.
Before returning any product, contact support@pixelmarty.com and wait for return instructions. Items sent back without prior authorization may not be accepted.
If a return is requested only because you changed your mind, ordered the wrong item, or selected the wrong size or colour, you may be responsible for return-shipping costs unless applicable law requires otherwise.
The original order number or other proof of purchase may be required to process a return.
3. Non-Returnable Items
Unless applicable law requires otherwise, the following items are generally not eligible for return or refund:
Personalized or custom-made products created using customer-selected names, photographs, text, artwork, colours, or other specifications.
Products that have been worn, washed, used, altered, damaged after delivery, or returned without their original condition or packaging.
Digital products after download or access has begun, subject to applicable consumer rights.
Completed or approved custom design services and work already performed.
Gift cards, promotional items, or products clearly marked as final sale, where permitted by law.
A product will not lose protection for being defective, damaged on arrival, incorrect, or otherwise not as described.
4. Damaged or Incorrect Orders
Please inspect your order as soon as it arrives. If an item is damaged, materially defective, misprinted, or different from the product confirmed in your order, contact us within 14 days after delivery.
Send your order number, a description of the problem, and clear photographs showing the complete product, the affected area, and the packaging. We may request additional information if needed to review the issue with our production or delivery partner.
When a claim is approved, PixelMarty may provide an appropriate replacement, reprint, repair, refund, or another remedy required by applicable law.
Do not discard or return the product until we provide instructions. PixelMarty will cover reasonable return costs for an approved defective or incorrect order when a return is required.
5. Size and Colour Issues
Customers are responsible for checking the product description, measurements, size chart, colour selection, and order details before completing a purchase.
Because screens, fabrics, materials, inks, and printing processes vary, the finished product may have minor differences in colour, print placement, texture, or appearance. Small production variations that do not materially affect quality or use are not considered defects.
An item ordered in the wrong size or colour because of a customer selection may not qualify for a free replacement or refund. Where an eligible return is accepted, the customer may be responsible for return shipping and any new delivery charges.
If PixelMarty sends a size or colour different from the confirmed order, contact us under the Damaged or Incorrect Orders procedure.
6. Order Cancellations
Contact us as soon as possible if you need to cancel or change an order. We will try to assist, but cancellation or modification is not guaranteed.
Print-on-demand and personalized orders may enter production shortly after payment. Once production, fulfilment, or shipping has begun, the order may no longer be changed or cancelled unless applicable law gives you that right.
If an eligible cancellation is approved before processing begins, the payment will normally be returned to the original payment method.
PixelMarty may cancel an order because of payment failure, suspected fraud, unavailable products, incorrect pricing, technical errors, prohibited custom content, or other reasonable circumstances. If we cancel a paid order before fulfilment, the affected payment will be refunded.
7. Digital Downloads
Digital products are generally delivered or made accessible shortly after payment. Because digital files cannot normally be physically returned, refunds are generally unavailable after download or access has begun, except where required by applicable law.
Before purchasing, review the product description, file type, dimensions, software requirements, licence terms, and intended use.
Contact us if you receive the wrong file, cannot access the download, or discover that the file is corrupted or materially different from its description. We will first try to provide access, replace the file, or correct the issue. If the problem cannot be resolved, an appropriate refund may be offered.
A preference change, lack of compatible software, printing-quality issue caused by equipment or settings, or accidental purchase does not automatically qualify for a refund.
8. Custom Design Services
Eligibility for cancellation or refund of a custom design service depends on how much work has been completed when the request is received.
A full refund may be available if the project is cancelled before work begins. If research, drafting, design, revisions, or other work has already started, PixelMarty may retain or charge an amount reasonably reflecting the work completed and costs incurred.
Once a final design has been approved, delivered, or used for production, refunds are generally unavailable except when the delivered work materially differs from the agreed project requirements.
Requests for additional revisions or changes outside the agreed scope may require an additional fee and are not considered grounds for a refund.
9. How to Request Support
To request a return, replacement, cancellation, or refund, email support@pixelmarty.com with the following information:
Your full name and order number.
The email address used to place the order.
The product or service involved.
A clear explanation of the issue or reason for your request.
Photographs or screenshots where relevant.
We will review your request and provide the next steps. Do not mail a product to PixelMarty or a production partner until you receive an approved return address and instructions.
Returned items must be sent within the period stated in our approval instructions. We recommend using a trackable shipping method because we cannot confirm receipt of an untracked return.
10. Refund Processing
Approved refunds will normally be issued to the original payment method. Depending on your bank, card issuer, payment provider, and country, the refund may take approximately 5 to 10 business days to appear after it has been processed.
Where only part of an order qualifies, PixelMarty may issue a partial refund. Original shipping charges and return-shipping costs may be non-refundable for change-of-mind returns, except where applicable law requires otherwise.
If a refund does not appear after the expected processing period, contact your bank or payment provider first. You may then contact us with your order details so we can confirm the refund status.
PixelMarty is not responsible for delays caused by banks, card issuers, currency-conversion services, or payment processors after a refund has been submitted.
11. Contact Us
Privacy questions or requests?
If you have questions about this Privacy Policy, how PixelMarty handles personal information, or if you wish to exercise a privacy right, please contact us.
Email: support@pixelmarty.com
Website: https://pixelmarty.com
