Refund policy

Return & Exchange Policy

We want you to love your PIXOLOGY products.

Return Policy Overview

We offer a 30-day return policy from the date you receive your item. We understand that sometimes products don't meet expectations, and we're here to help make it right.

Important: Unopened Packages Only

For hygiene and quality reasons, we cannot accept returns on opened packages. Once craft supplies are opened, they cannot be resold to ensure every customer receives fresh, pristine products.

Before opening your package, please:

  • Verify you received the correct items
  • Check that quantities match your order
  • Inspect for any shipping damage
  • Contact us immediately if anything seems wrong

Return Requirements

To be eligible for a return, your item must meet ALL of these conditions:

  • Timeframe: Within 30 days of delivery
  • Condition: Completely unopened and unused
  • Packaging: Original packaging intact with all seals
  • Tags: All tags and labels attached
  • Proof: Receipt or order confirmation required

How to Start a Return

  1. Contact us — Email us at pixology.au@gmail.com with your order number, reason for return, and photos of the unopened package (if damaged).
  2. Wait for approval — We'll review your request within 24-48 hours. If approved, we'll send return shipping label and instructions.
  3. Ship your return — Pack items securely in original packaging and ship using the provided label.

Items sent back without prior approval will not be accepted.

Damages & Issues

Found a problem with your order? We're here to help!

Inspect your package immediately upon delivery and contact us right away if:

  • Item is defective or damaged
  • You received the wrong product
  • Package appears tampered with
  • Quantities don't match your order

Contact us within 24 hours at pixology.au@gmail.com for fastest resolution.

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Opened packages (any craft supplies once unsealed)
  • Custom or personalized orders
  • Sale items and clearance products
  • Gift cards
  • Items without original packaging

Exchanges

Want a different product? Here's the fastest way:

  1. Return your current item — Follow our return process above.
  2. Place a new order — Order your desired product separately for faster delivery.
  3. Get refunded — Receive your refund for the returned item.

This ensures you get your new items quickly without waiting for the return process to complete.

Refund Process

  • We receive your return — Inspection within 2-3 business days
  • Approval notification — Email confirmation sent to you
  • Refund processed — Automatic refund to original payment method
  • Money in your account — Within 10 business days

Still waiting after 15 business days? Contact us and we'll investigate immediately.

Tips to Avoid Returns

  • Before ordering: Read product descriptions carefully, check quantities and colors.
  • After receiving: Inspect package before opening. Contact us immediately if anything seems wrong.

Need Help?

Questions about returns or exchanges?