Returns & refunds

Last updated: 24 October 2026

All returns and refunds start with an email. Send it to [SUPPORT EMAIL] with your order number and we’ll tell you exactly what to do next. Please don’t post anything back to us before you’ve heard from us.

There are two kinds of return: items that are faulty or damaged, and items you’ve simply changed your mind about.

1. Faulty or damaged items

If your PocketPixal arrives damaged, doesn’t work, or develops a fault that isn’t caused by misuse or accidental damage, you’re protected by the Consumer Rights Act 2015.

• Within 30 days of delivery: you can choose a full refund, or a replacement.
• After 30 days and up to 6 months: we’ll offer a repair or replacement first. If that isn’t possible or doesn’t fix the problem, you can have a refund.
• After 6 months: you still have rights if the item was faulty when it arrived. Email us and we’ll look at it fairly.

How to claim: email [SUPPORT EMAIL] with your order number, a short description of the problem, and a photo or short video if you can. For faulty or damaged items we cover all return postage. In many cases we can replace or refund without you needing to send the item back.

2. Changed your mind

Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of the day you receive it.

1. Tell us within 14 days. Email [SUPPORT EMAIL] saying you want to cancel, with your order number. You can also use the model cancellation form below, but you don’t have to.
2. Send it back within 14 days of telling us. We’ll reply with the return address. Please post it in its original packaging if you still have it, and use a tracked service.
3. Return postage is paid by you when you’ve changed your mind.
4. We refund you within 14 days of receiving the item back (or of you showing proof of postage, if that’s sooner). The refund includes the price of the item and the standard delivery charge you paid.

You can handle and try the item as you would in a shop. If it comes back used beyond that, damaged, or missing parts or packaging, we may reduce your refund to reflect the loss in value.

Refunds

Refunds go back to the card or payment method you used to pay. Once we’ve processed it, it can take 3–10 working days to show on your statement, depending on your bank.

Model cancellation form

Copy this into an email to [SUPPORT EMAIL] if you’d like to use it:

To: [BUSINESS NAME], [BUSINESS ADDRESS], [SUPPORT EMAIL]

I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Order number:
Name:
Address:
Date:

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer.