Return PolicyUpdated 5 months ago

Refund policy

RETURNS AND EXCHANGE POLICY

A) Wrong Item received/ Damaged upon arrival

• 14 days from date of receipt
• Returned items must be unused, in their original packaging, with all tags intact.
• Return for replacement only.  In the event that the replacement colorway is out of stock, you can choose another colorway.  If the style is not available, can return for store credit.

B) Changed mind (due to size, color, etc)

• 14 days from date of receipt
• Returned items must be unused, in their original packaging, with all tags intact.
• Last Chance items and bag straps are FINAL SALE and cannot be returned for a refund/store credit or exchanged. 
• Sale items are eligible to be returned for store credit ONLY
• Black Friday/Cyber Monday promotions, Boxing Week promotions and Flash Sales are final sale.
• Gift Cards/ E-Gift cards are non-refundable.
• The customer is responsible for return shipping. A return label can be emailed if needed, with its cost deducted from your refund. Original shipping costs are non-refundable.

C) Damaged after use

• 90 days from date of receipt
• Return for replacement only.  In the event that the replacement colorway is out of stock, you can choose another colorway.  If the style is not available, can return for store credit.

D) Promotions

• Gifts with Purchase should be returned
• Original Shipping Charges are non-refundable
• Items discounted by 30% or More/ Final Sale items are non-refundable and cannot be returned
• Items that are not purchased directly through our website can only be filed for a claim at the retailer.

THE RETURN PROCESS

• RMA will be issued for return requests. 
• RMA will be issued by an authorized Pixie Mood customer support representative once your return request is approved.
• Any unauthorized returns (returns with no RMA) received by our returns department will be refused.
• Please have the package shipped back to us within 14 days from date of receipt of the RMA

Once we receive your item, our team will inspect it and process your refund or exchange per eligibility.

Refunds will be processed to the original payment method used at the time of purchase or as store credit, depending on approval.

For strap replacements, please reach out to us by sending an email to [email protected].  We will do our best to find a replacement for you, so you can get back to loving your Pixie Mood bag!

RETURNS TERMS AND CONDITIONS

• We only accept returns for products bought from our website.
• Shipping fees are non-refundable. 
• Sale items are eligible to be returned for store credit ONLY within 14-days from the date of receipt.
• Last Chance items and bag straps are FINAL SALE and cannot be returned for a refund/store credit or exchanged. 
• Black Friday/Cyber Monday promotions, Boxing Week promotions and Flash Sales are final sale.
• For hygiene reasons, the Case Mask and Mask Chains are final sale.
• Pixie Mood does not cover tax duties for international orders. The recipient is responsible for covering any import/tax duties of their package and are not covered by Pixie Mood’s Refund policy.
• ALL international orders are FINAL sale and are not eligible for a return & exchange.
• If you received a FREE product, such as a sample or gift with your purchase, it must be included with your returns. Pixie Mood reserves the right to deduct the value of the gift from the refund owed to the customer if it is not included in the return to us.
• If the purchase was made through a retailer or 3rd party website other than PIXIE MOOD, please contact the retailer directly about their return policy.
• If you received a FREE product, such as a sample or gift with your purchase, it must be included with your return. Pixie Mood reserves the right to deduct the value of the gift from the refund owed to the customer if it is not included in the return to us
• All merchandise eligible for return must be new, unused and in their original protective packaging with tags attached. Returns that do not meet these criteria may be accepted for store credit or deemed non-returnable and will be denied.

To request a return and refund, please follow this link. For further concerns or questions, email [email protected] for a quicker resolution.

WARRANTY POLICY, LOST & STOLEN ITEMS

• Damaged bags caused by fire, sanitizer, neglect, and/or abuse of usage are not covered by our warranty. 
• Our bags are all covered by a 90-day manufacturer's warranty from the date of receipt.
• If purchase was made through a retailer or 3rd party website other than PIXIE MOOD, please contact the retailer directly about their warranty policy.
• Damage caused by freight and courier mishandling is not covered by Pixie Mood. However, we do our best to package the bags properly so they are delivered to you as safely as possible.
• Lost packages during transit, misdelivered (delivered to the wrong address due to customer error), and stolen packages are not covered by Pixie Mood’s warranty policy. Customers may however opt to buy insurance upon their checkout for their packages or contact the shipping company to file a claim. 
  
  

To file for a warranty claim, kindly email [email protected] with the following information:

• Order number
• Name
• Full photo of the bag showing the damages or video
• Alternative email address
• Details of the damage of the bag.
• Any additional details you think are necessary for us to know to resolve this matter.

For any other concern/s, feel free to email us at [email protected] and one of our friendly representatives will get in touch with you within 24 hours.