REFUNDS & RETURNS POLICY
The Urban Pixel co has a 30-day return policy, which means you have 30 days after purchasing your item to request a return. Unfortunately we cannot offer you a refund or exchange after this time.
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 will also need the receipt or proof of purchase.
Certain types of items cannot be returned. These include perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). I also don’t accept returns for hazardous materials, flammable liquids or gases. Please get in touch if you have questions or concerns about your specific item.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Sale items – Only regular priced items may be refunded
To start a return, you can contact me at:
To return your item ,once your request has been approved, you should mail your product to the following address.
8/99 Beach Street
Frankston, VIC, 3199
Australia
Please note: for change of mind returns, the cost of the initial shipping, is non-refundable. If you receive a refund, the cost of the shipping will be deducted from your refund. You will also be responsible for paying your own shipping cost for returning your item.
Once your return is received and evaluated, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.
Items sent back to us without first requesting a return, will not be accepted.
Please note that if your country of residence is not Australia, shipping your goods may take longer than expected.
You can always contact me for any return questions at:
Please inspect your order upon receipt and contact us immediately by email at kerri@theurbanpixelco.com if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include your order number and a photo of the item’s condition in the email.
If your return is accepted, we will send you a return shipping label via email, as well as instructions on how and where to send your package.
European Union 3 day cooling off period
Notwithstanding the above: if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in the same packaging. You will also need the receipt or proof of purchase.
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.
We will notify you by email, once we have received and evaluated your return, to let you know if the refund was approved or not. If approved, you will be automatically refunded via your original payment method, within 10 business days. Please note, that 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 your return was approved, please contact your bank or credit card company first, before contacting me at:
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified about your return.