Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To consider a refund, the following is required:
To prove damage to the product, you must submit photos or videos. If the photo cannot clearly prove the damage, please upload a video.
- Delayed orders:
Orders lacking tracking information and are in transit, pending, or expired 60 days after leaving our warehouse.
Sometimes, the order has reached the buyer's nearest post office and is held there due to insufficient address, unclaimed package, no such address, etc. It is much more convenient for customers to contact the local post office or go there for delivery.
Sometimes, local tracking numbers may show signs of delivery, but the end customer claims not to have received the package. In such cases, we will do everything to verify the real situation, which can be a lengthy process (1-2 months), but there is no guarantee of a positive outcome.
- Undelivered orders:
We will not process a refund or resend if tracking information shows that the order has been delivered.
If our customers have not received the package, a non-delivery receipt from the local post office with an official stamp is required.
Tracking information warning: If tracking information shows warnings, the reasons are listed below:
- a) Incorrect/insufficient address. b) No such number. c) Unknown recipient. d) Refused. e) Not picked up on time. f) No secure delivery location. g) Customs not approved. h) Other.
The local distributor will attempt delivery 1-3 times based on the actual situation. If the package has not been picked up during the delivery period, it will be returned to the local post office for storage within 3-7 days. During this time, customers must pick up the package themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, we assume no responsibility if products are lost.
If the logistics company offers return service to China, we will place the products in your private warehouse and will not refund them when we receive the returned items.
We cannot offer a refund or resend if you do not handle undelivered orders or packages damaged by the logistics company.
- Products - damaged:
We offer a full refund or replacement if the packages that arrive are severely damaged.
We offer a partial refund or replacement if the packages have arrived partially damaged (except for thread, lightly wrinkled, small scratches, etc.).
For damaged packaging boxes, we cannot offer any refunds or other after-sales services due to the long international delivery.
- Incorrect or missing products:
We have a strict quality control process before products are shipped. We will handle incorrect or missing products as follows:
For incorrect products, we offer a full refund or replacement.
For products with the wrong color that does not affect the product's function, etc., we offer a refund or resend.
For missing parts that do not affect the product's function, we can partially refund or resend the missing part; for missing parts that affect the product's function, we will only resend the product.
For accessories, we will resend the accessories.
- Order cancellation:
For the cancellation of orders, we offer a full refund before the products are processed by the warehouses.
Important interpretation:
- Deadline to Open Dispute:
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved if tracking information from a third party cannot be followed.
- Important Information on Responsibility for Product and Delivery Delays:
We take no responsibility for any damaged products or delayed delivery caused by epidemics, international situations, strikes, wars, earthquakes, floods, viruses, storms, heavy snowfall, customs inspection.
- Return:
We recommend not returning products to our warehouses as international shipping costs are high, and it takes at least 3 months to reach our warehouses. Most will be lost during the return process. Additionally, most returned products will be damaged along the way.
Please return products within 30 days of receiving them.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase(see above).
As we stated before, we do not recommend returning products to our warehouses as international shipping costs are high, and it takes at least 3 months to reach our warehouses. Most will be lost during the return process. Additionally, most returned products will be damaged along the way.
To start a return, you can contact us at shoparcadepixel@gmail.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at shoparcadepixel@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
We cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
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 a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shoparcadepixel@gmail.com.