Refund policy
Returns & Refunds
We hope you love your Pixel & Pelt case. If something isn't right, please get in touch and we'll be happy to help.
Change-of-mind returns
For non-personalised products, you may cancel your order and return it in accordance with your applicable consumer rights.
To be eligible for a return, your case must be unused, in the same condition in which you received it and, where possible, in its original packaging.
To request a return, please contact us at hello@pixelandpelt.com before sending anything back. We'll provide you with return instructions and the appropriate return address.
Unless the item is faulty, damaged, incorrect or otherwise not as described, you will normally be responsible for the cost of returning it to us.
Personalised or custom-made products
Products that have been made specifically to your individual specifications or clearly personalised for you cannot normally be returned or exchanged simply because you have changed your mind.
This does not affect your rights if your item is faulty, damaged, incorrect or not as described.
Damaged, faulty or incorrect orders
Please check your order when it arrives. If your case is damaged, defective, incorrect or not as described, contact us at hello@pixelandpelt.com as soon as possible and include your order number and a photo showing the issue.
We'll assess the issue and arrange an appropriate replacement or refund at no additional cost to you.
Nothing in this policy affects your statutory rights.
Ordered the wrong phone model?
Please double-check your phone model before placing your order.
If you've accidentally ordered the wrong size or model, contact us as soon as possible. If your order hasn't entered production, we'll do our best to amend it.
If you've already received a non-personalised case, please contact us to discuss a return. Personalised or custom-made cases cannot normally be returned because the wrong phone model was selected unless the product supplied was different from what you ordered.
Lost or missing orders
If your order hasn't arrived within the expected delivery window, please contact us at hello@pixelandpelt.com and we'll investigate the shipment with the delivery carrier.
If your order is confirmed as lost in transit, we'll arrange a replacement or refund as appropriate.
Refunds
Once we've received and inspected an eligible return, we'll let you know when your refund has been processed.
Approved refunds will be issued to your original payment method. Please allow additional time for your bank or card provider to process the refund.
Where you are exercising a statutory right to cancel, refunds will be processed within the time limits required by applicable consumer law.
Contact us
If you have any questions about a return, refund or problem with your order, please contact us at: