Refund policy

Return & Exchange

  • Defective or damaged on Arrival: If your product arrives defective, damaged, or with a quality issue, please contact us at support@pixelmug.com within 14 calendar days of receiving it. We will offer a free replacement or a full refund, and we will cover all related shipping costs.
  • Non-quality-related returns:  We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 
  • Warranty Service: Our products include a 1-year limited warranty for non-human damage. If your product develops a fault due to non-human causes during this period, you can request a repair or replacement.
    The customer is responsible for the shipping cost to send the product back to us, and we will cover the cost of sending the repaired or replaced product back to you.
  • Shipping costs are non-refundable unless otherwise stated.
  • Our return and exchange policy applies to addresses eligible for delivery.
    Shipping costs are calculated based on the rates of local courier services (e.g., USPS for the United States).


To start a return, you can contact us at support@pixelmug.com. 

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at support@pixelmug.com.


Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@pixelmug.com.