Return Policy

1. Overview

At Pixel & Thread, we want you to feel confident shopping with us. If an item does not meet expectations, this Return Policy explains who can return, what can be returned, and how refunds are processed.

2. Return Window

You can request a return within 7 calendar days of receiving your order. Return requests submitted after this window may be declined unless required by applicable law.

3. Eligibility Conditions

To qualify for a return, the item must be:

• Unused, unwashed, and in original condition.
• In original packaging with tags, labels, and accessories.
• Accompanied by proof of purchase (order confirmation or receipt).

4. Non-Returnable Items

The following items are generally not eligible for return:

• Final-sale or clearance items marked as non-returnable.
• Items damaged due to misuse, mishandling, or normal wear.
• Products returned without original packaging or tags.
• Personal-use items where hygiene rules apply once opened.

5. Damaged, Defective, or Incorrect Orders

If you receive a damaged, defective, or incorrect product, contact us within 48 hours of delivery with your order number and clear photos. We will review the case and arrange a replacement, exchange, or refund where appropriate.

6. Return Process

1. Email Pixelandthread@icloud.com or call +233 270 366 011.
2. Share your order number and reason for return.
3. Wait for return approval and instructions from our team.
4. Package the item securely and send it using the approved method.

Returns sent without prior approval may be delayed or rejected.

7. Return Shipping

If the return is due to our error (wrong item, damaged item, or verified defect), Pixel & Thread will cover the return shipping cost. For other approved returns, the customer may be responsible for return shipping charges.

8. Refunds

Once we receive and inspect the returned item, we will confirm the refund status. Approved refunds are processed to the original payment method within 5 to 10 business days, depending on your payment provider.

Shipping charges are non-refundable unless the return results from our error or is required by law.

9. Exchanges

Where stock is available, we may offer exchanges for size, color, or item defects. If an exchange is not possible, a refund may be issued according to this policy.

10. Contact Information

For return support, please contact:

Pixel & Thread
Email: Pixelandthread@icloud.com
Phone: +233 270 366 011
Address: 31 limestone St Community 18, Tema