Refunds & Return Policy

 

Return & Refund Policy

At Pikseli Creatives, we take great care to ensure that every item we produce meets our high standards of quality and craftsmanship. Each order is carefully designed, printed, and packaged with attention to detail. However, we understand that sometimes things may not go as planned.

Please read our comprehensive Return & Refund Policy below to understand how returns, exchanges, and refunds are handled for the products we provide.

General Policy

  1. Eligibility for Returns and Refunds:

    • If you are not 100% satisfied with your purchase, you may return the product for a full refund or exchange it for another product of equal value.
    • All returned products must be in their original condition as received, unused, and with all original packaging and labels intact.
    • Please provide a valid receipt or proof of payment to facilitate the return, exchange, or refund process.

  2. Personalized or Customized Products:

    • Products that have been personalized or customized (e.g., embroidered logos, printed designs, custom sizes, or colors) are not eligible for returns or refunds unless they are faulty or damaged upon delivery.

  3. Timeframe for Returns:

    • Returns must be initiated within 72 hours (3 days) of delivery. Returns requested after the 72-hour window will not be accepted.

Steps for Returning Faulty or Damaged Products

In the unlikely event that a product is faulty or damaged upon delivery, follow these steps:

  1. Notify Us Immediately:

    • Inform Pikseli Creatives immediately upon receiving the product. Use any of the following channels to report the issue:
      • Phone or WhatsApp: +254 702 541 662
      • Email: info@pikselicreatives.com
      • Social Media Direct Message: Facebook or Instagram (@pikselicreativeske)

  2. Provide Product Details:
    Include the following information when reporting the issue:

    • Product name and/or description
    • Customer delivery location
    • Date of order and delivery
    • A detailed description of the issue, including photos of the defect or damage

  3. Prepare the Item for Return:

    • Ensure the product is securely packaged for return, including any accessories, promotional gifts, or documentation provided during delivery.
    • If possible, hand over the item to the delivery person or courier who originally delivered it.

  4. Evaluation and Status Update:

    • Once the returned product is received, we will evaluate it to confirm the reported issue.
    • You will be notified via WhatsApp, SMS, or call regarding the approval or rejection of your refund or exchange request.

Refunds and Exchanges

  • If your refund is approved, the amount will be processed within 7 business days to your original payment method or as agreed upon.
  • Exchanges will be processed immediately upon confirmation, subject to the availability of the replacement product.

Non-Returnable Items

The following items are not eligible for returns or refunds:

  • Personalized or customized products, as outlined above.
  • Products returned beyond the 72-hour period.
  • Products damaged due to misuse, negligence, or improper care.

Pikseli Creatives is dedicated to ensuring a seamless shopping experience. For any queries or further assistance, feel free to contact us via the channels mentioned above.