Refund policy

Pixel Moon has 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.

To start a return, you can contact us at info@pixelmoon.ca with your order number. Please note that returns will need to be sent to the following address: 17 Lottridge St. Hamilton, Ontario, Canada L8L 6T6

If your return is accepted, I’ll send you instructions on how and where to send your package. Please note that unless the return is requested due to the item(s) arriving as damaged or faulty, then the customer will be responsible for paying for the return label or postage fees and may only be eligible for a refund on the returned item(s) and not the original shipping fees. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@pixelmoon.ca.

Damages and issues
Please inspect your order upon reception and contact Pixel Moon immediately with an image if the item is defective, damaged or if you receive the wrong item. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like wearable products (such as jewelry, socks, etc.) 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.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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.

Replacements
In the event that your package is lost or damaged, you may receive the option be sent a replacement instead of a return or refund. 

Refunds
After the return package is received, it will be inspected for any damages, opened packaging, or signs of usage. 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 info@pixelmoon.ca.