Refund policy
To summarize everything below: we want you to be 100% happy with your purchase. If you're not satisfied in any way, give us a chance to make it right! Email us at hello@prixel.com with any questions not covered here.
Cancellations and Changes
After you’ve placed your order, you have one hour to cancel it or change your shipping address by logging into your PRIXEL account or using the link in your confirmation email.
If you need to change your shipping method or add/remove items, cancel your original order within this window and place a new order.
After one hour, cancellations or changes aren’t guaranteed. You can contact us at hello@prixel.com, and if your order hasn’t entered fulfillment yet, we may still be able to help.
Once your order has been shipped, we’re unable to make changes to it.
Returns & Refunds
We have a 90 day return policy, which means you have 90 days after receiving your item to initiate a return.
To start a return, log into your PRIXEL account, find your order, and “Request return.” To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. If your return is accepted, we’ll issue a refund back to the original payment source within 10 days (usually a lot sooner).
For US orders, we'll provide a prepaid return label. A $10 shipping label fee will be deducted from your refund. If the cause of the return was our mistake, we’ll cover shipping.
For international orders, you will be responsible for return shipping. After purchasing a shipping label, email the tracking number to hello@prixel.com so we can associate your return with your original order. If the cause of the return was our mistake, contact us and we’ll send you a prepaid return label.
Returns should be sent to the following address:
Shipology c/o PRIXEL
2622 7th Avenue
Building 60 / Dock 9
Watervliet, NY 12189
United States
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The conditions for returns are the same as outlined in the Returns & Refunds section.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, missing parts, or the wrong item. If the issue is our fault, we will cover the cost of return shipping and cover all costs incurred in replacing the item(s).
If the package was damaged or missing from carrier mishandling please contact us for a replacement.
Warranty
All PRIXEL products have a 1 year warranty from the ship date of your order. If you have any issues with your order or PRIXEL product (even if it’s beyond the warranty window), please contact us directly at hello@prixel.com.
Exceptions / non-returnable items
Certain types of items cannot be returned, like consumables (such as paper, ink pads, or ink refills) and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.