Return and Refund Policy

Scope and Intent

This Return and Refund Policy applies to all purchases made through the www.pixel-hits.com website.

Contact Information

For questions about returns and refunds, please contact our customer service via:

- Email: support@pixel-hits.com

- Phone: +1 (505)386-2602

- Address:  8206 LOUISIANA BLVD NE STE A 9382 ALBUQUERQUE, NM 87113 US

Return Window

Customers have the right to cancel their purchase and return the product within 30 days of the delivery date without providing any reason. This means you have 30 days from receiving your item to request a return.

Return Instructions

1. Return Notification: To initiate a return, contact our customer service at support@pixel-hits.com with your order number. You may also provide the reason for the return to help us process your request, but this is not required for eligible returns.

2. Return Authorization: After reviewing your return request, we will provide you with detailed instructions and, if applicable, a prepaid shipping label.

Customers are responsible for return shipping costs except for defective, damaged or incorrect items.

Packaging and Shipping instructions for returns

1. Safely pack the item in its original packaging, including all accessories, labels, and tags where applicable.

2. Include your order number and any information requested by our customer service team.

3. Follow the return instructions provided by our customer service team. If a return label is provided, print and attach it securely to the outside of the package.

4. Ship the package to the return address provided in your return authorization email.

Return Costs

Return shipping costs are the responsibility of the customer unless the item is defective or not as described. In such cases, Pixel Hits will cover the return shipping costs.

• For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.

• For Customer Remorse (Change of Mind): Customers are responsible for arranging and paying for return shipping costs when returning an item due to a change of mind. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item.

Specific Return and Refund Conditions

- Returns Due to Change of Mind: If you change your mind after purchase, you can return the product within 30 days of the delivery date, provided it is unused, undamaged, and in the original packaging.

- Defective Goods: If you receive a defective product, contact our customer service immediately for instructions. Pixel Hits will cover the return shipping costs and provide a replacement product or a refund.

- Damaged Goods: If the product arrives damaged, We recommend reporting damaged items within 48 hours of delivery and providing photos of the damage to help us resolve the issue quickly. We will assess the situation and cover the return costs if necessary.

- Incorrect Product Received: If you receive an incorrect product, contact us, and we will arrange the return costs and ensure you receive the correct product.

- Product Never Arrived: If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product.

- Cancellation After Order: You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.

Policy for Damaged or Defective Goods

Upon receiving damaged or defective goods, contact our customer service within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, provide a replacement or a full refund.

Policy for Non-Damaged Goods

If you change your mind, you can return the undamaged and unused product within 30 days of the delivery date. Ensure it is in the original packaging.

Timelines

- Return Window: Returns must be reported and shipped within 30 days of receiving the product.

- Return Processing: Refunds are processed within 7 business days after the returned item has been received, inspected, and approved. You will receive a confirmation email.

- Refund Conditions: A refund is approved if the product is undamaged, unused, and in the original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.

- Refund Methods: Refunds are made to the original payment method used at the time of purchase.

Exceptions to the Return Policy

The following products cannot be returned:

- Custom or personalized items

- Hygiene products (e.g., socks, underwear) unless unopened and unused

Return Address

Send all returns to: 8206 LOUISIANA BLVD NE STE A 9382 ALBUQUERQUE, NM 87113 US

Shipping Method and Costs

- Shipping Method: Orders are shipped using trusted carriers such as DHL, USPS, UPS, or other local delivery partners depending on destination. Track & Trace is provided. 

- Restocking Fees: No restocking fees.

Legal Rights

This policy does not affect any applicable legal rights.

Questions?

Visit our FAQ page or contact our customer service. 

Company name: MONTREXIAS LLC

Address : 8206 LOUISIANA BLVD NE STE A 9382
ALBUQUERQUE, NM 87113 US

E-Mail: support@pixel-hits.com

Contact Form: https://www.pixel-hits.com/pages/contact

Phone: +1 (505)386-2602

Company number: 3217950

TAX Number: 98-1937524

Customer service: Monday to Friday between 9:00 am to 5:00 pm.