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DELIVERY AND RETURN POLICY

Delivery

All parcels are shipped from Germany.
Delivery is available in the following countries:
United Kingdom (10 to 20 working days)
European countries (5 to 15 working days):

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

Other international countries (10 to 25 working days):
Japan, South Korea, Singapore, Switzerland, Australia, French Guiana, French Polynesia, Hong Kong, India, Indonesia, New Zealand, Norway, Russia.

Delivery time may vary due to stocks availability. Please contact us if you haven't received a confirmation of shipment after 2 weeks.

The address indicated by the Buyer cannot be modified once the order has been validated. PIXEL PLUG or the carrier cannot be held responsible in the event of the inability to deliver due to inaccurate delivery information (please note that the use of post office boxes is prohibited). In case a parcel is returned to the sender because of inaccurate delivery information, the parcel can be sent back to the Buyer but the reshipment cost remains the responsibility of the Buyer (shipping cost + £3 admin fees).

All our shipments outside the European Union, including Switzerland and Norway, are shipped duty free. Taxes are payable on receipt of the package according to the laws in force in the country of destination. All possible customs charges remain the responsibility of the Buyer.

We may face delivery delays with our shipping partners, as restrictions around Europe continue to fluctuate due to the pandemic environment.

Return policy

We attach particular importance to the quality of our products. If you find the item received to be visibly defective, please return it to us within 15 days from the delivery of the order. Please request a return form by contacting support@pixelplugstore.com, we will send you the closest returning address from your location for you to return the item. Items should be returned in their original condition: we won't accept items which have been worn, used or washed.

The "return" shipping costs are the responsibility of the buyer. However, if the item is indeed found to be defective, you can email the carrier's invoice to  support@pixelplugstore.com in order to obtain reimbursement of the shipping costs.

Upon receipt of your return, we will send the item in question to our quality department, who will determine the causes of this concern. If it is indeed a manufacturing defect on our part, we will offer you a refund for your item.

Refunds

Upon receipt of their return, the Buyer will be informed by email of the processing of their request. 

After receipt and validation of your return package, the refund will be made within 15 working days, and you will receive a confirmation email. The Buyer will be reimbursed in full for the amount of the returned parts and the "outbound" shipping costs, in accordance with the Consumer Rights Act. The "return" shipping costs remain the responsibility of the Buyer, except if the item is indeed found to be defective. In that case, you can email the carrier's invoice to  support@pixelplugstore.com in order to obtain reimbursement of the shipping costs.

Special cases

My package arrived damaged, what should I do?

In the event of delivery of damaged or incomplete merchandise, the Buyer must refuse the delivery and mention his reservations on the delivery slip.
The Buyer must then inform Pixel Plug Limited by email to the address support@pixelplugstore.com, requesting a new compliant delivery, the corresponding shipping costs being the responsibility of Pixel Plug, or the cancellation of the sale and its reimbursement.

There is an item missing in my package, what should I do?

We invite you to quickly contact Pixel Plug customer service team by emailing the following address support@pixelplugstore.com.