Returns & Refunds
Information about our return policy, damaged or incorrect orders, parcel protection claims and refunds.
What is your return policy?
Because every Pixel Burn product is custom-made to order, we're unable to accept returns or offer refunds for change of mind. All non-custom items are subject to our standard return policy.
Can I get a refund or store credit?
Refunds and store credits are assessed on a case-by-case basis. We're unable to offer refunds for a change of mind on personalised items. However, all other products are subject to our normal return policy.
My order arrived damaged — what do I do?
This isn't the experience we want you to have. Here's what to do: Contact our delivery support team at [email protected] as soon as possible with your order number and clear photos of the damage, and we will work with you urgently.
I received the wrong item
If you've received an item that doesn't match what you ordered, please contact us straight away at [email protected] with your order number and a photo of what you received. We'll review your order urgently and provide a resolution.
How do I make a parcel protection claim?
Every Pixel Burn order includes free parcel protection, so if your parcel has been lost, damaged, or stolen in transit, you're already covered — no sign-up or extra cost required. To lodge a claim, contact our delivery support team