Refund policy
Order Cancellations & Refunds
As PIXI NEON® specializes in made-to-order products, orders cannot be modified or cancelled once production has begun. This policy applies to all custom-made items as well as pre-designed products available in our online shop.
Cancellation Timeframe
You may cancel or modify your product design within a limited window after placing your order:
- Standard orders: Up to 4 hours from the time of purchase
- Rush orders: Up to 1 hour from the time of purchase
After these timeframes, the order and design will be considered final and cannot be cancelled or modified.
Procedure for Requesting Cancellation
To request a cancellation and qualify for a refund, please email support@pixineon.com with the subject line “Cancel Order [Order Number]” within the applicable timeframe (5 hours for standard orders or 2 hour for rush orders).
Product Design Modifications
Please note: Custom orders with pre-approved designs cannot be cancelled. However, you may request design modifications as many times as needed before production begins.
Refund Timeline
Once your refund has been processed, please allow 7–10 business days for the amount to be credited to your account.
Quality Assurance
At PIXI NEON®, we are dedicated to delivering high-quality products free from manufacturing defects. In the unlikely event that you receive a faulty or defective item; we offer prompt and hassle-free support as outlined below.
Policy on Replacements and Refunds
While we stand behind the quality of our products, if a manufacturing defect is identified, we will provide a replacement and work promptly to resolve the issue.
How We Resolve Issues
- We offer replacements for defective products or missing items upon verification of valid proof.
- Refunds for product costs and/or shipping are issued in accordance with our warranty guidelines and at the sole discretion of PIXI NEON®.
- Refunds will not be provided for manufacturing defects or for damaged or lost items without verified documentation.
- Customer satisfaction is our priority, and in some cases, we may offer a brand-new replacement instead of a refund.
To Request a Replacement, or Refund:
Please contact us at support@pixineon.com with detailed information regarding the issue.
For More Information:
Refer to our Warranty Section and Shipping Policy for complete details on coverage, terms, and procedures.
Complaints Regarding Missing or Damaged Items
Documentation Requirements
To ensure a prompt and efficient resolution of missing or damaged item claims, the following documentation is required:
- An unboxing video clearly showing the package being opened
- Clear photos of the package condition during opening
- Detailed photos of all items received
- Clear photos of any damage to the outer box (from multiple angles, including all sides), if applicable
- Photos or videos taken before opening the package if it appears damaged, punctured, or bent
Why Documentation Matters
This documentation is essential to:
- Protect both your interests and ours
- Assist us in coordinating with our shipping and insurance partners
- Serve as verified proof for claims involving missing items, damaged products, or order discrepancies
Orders Pending Due to Incomplete Information
If your order cannot proceed due to missing information or required inputs (such as high-resolution images, reference materials, design approvals, or other essential details), our team will attempt to contact you via email, phone, or other available communication channels.
Follow-Up Timeline
- We will make a minimum of 5–7 follow-up attempts at regular intervals
- Follow-ups may continue for up to 60 days from the order date
Refund Window Closure
If we do not receive the required information within 60 days of the order date, the refund window will be permanently closed. No cancellations or refunds will be permitted after this period.
Order Fulfilment After 60 Days
We remain committed to fulfilling your original order. If you provide the necessary inputs after 60 days and the order specifications remain unchanged, we will still proceed with production. Updated production and delivery timelines will be communicated accordingly.
Contact Us for Refund or Cancellation Support
For questions regarding refunds, cancellations, or to initiate a refund, replacement, or cancellation request, please contact us at support@pixineon.com.
We are committed to maintaining clear communication and providing fair and transparent resolutions for all refund and cancellation inquiries.