Refund and Returns Policy

Effective Date: January 2, 2025

At Pixelhato, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to assist you. This Refund and Returns Policy outlines the process for returning products and receiving refunds, as well as our terms for exchanges and other related matters.

1. Returns Eligibility

You are eligible for a return if the following conditions are met:

  • The item is in its original condition, unused, and not damaged.
  • The return request is made within 14 days from the date you received the item.
  • The item is not a final sale, clearance item, or gift card, as these are non-returnable.

2. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email us at info@pixelhato.com or call us at (860) 245-0775 to request a return authorization. Be sure to include your order number and the reason for the return.

  2. Return Authorization: Once we approve your return, you will receive a Return Authorization Number (RAN) and instructions on how to return the item. We may also provide a return shipping label for your convenience.

  3. Pack Your Return: Carefully pack the item in its original packaging to avoid damage during transit. The item must be returned in the same condition as you received it.

3. Return Shipping Costs

  • Return Shipping Fees: Unless the return is due to a mistake on our part (e.g., receiving a damaged or incorrect item), return shipping costs are the responsibility of the customer.

  • Free Returns: In the case of defective or incorrect items, we will cover the return shipping costs.

4. Refund Process

Once we receive your returned item and confirm its condition, we will process your refund to the original payment method used during the purchase. Please note:

  • Refund Timeline: Refunds will be processed within 5-7 business days of receiving the return. However, it may take up to 10 business days for the refund to appear on your account, depending on your payment provider.

  • Partial Refunds: If the item is returned in a condition that is not the same as when it was received (damaged, missing parts, etc.), we may issue a partial refund or refuse the return.

5. Exchanges

We do not offer direct exchanges. If you would like a different item, we recommend returning the original product and placing a new order. The return process must be followed as outlined above.

6. Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Plants that have been damaged after delivery or are no longer in their original condition due to improper care.
  • Gift cards.
  • Sale or clearance items marked as final sale.
  • Any customized or personalized products.

7. Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, please contact us immediately at info@pixelhato.com or call (860) 245-0775 within 5 days of receiving the item. We will guide you through the process of returning the item for a full refund or replacement, including covering the return shipping cost.

8. Canceling an Order

If you wish to cancel an order, please contact us as soon as possible. If your order has not been shipped, we will cancel the order and issue a full refund. Once the order is shipped, we are unable to cancel it, but you can initiate a return after receiving the product.

9. Customer Support

If you have any questions about our Refund and Returns Policy, or if you need help processing a return, please don’t hesitate to contact our customer support team:

Thank you for shopping with Pixelhato. We are committed to making your shopping experience as smooth and enjoyable as possible!

This Refund and Returns Policy is designed to ensure that our customers have a clear understanding of how returns and refunds are handled. We aim to provide a fair and transparent process to address any concerns or issues with your purchase. If you have any further questions, please reach out to us!