Refund Policy

At PixelSim, we are committed to customer satisfaction. If you need to return or exchange an item, our 30-day return policy ensures a clear and hassle-free process. Below, you’ll find the guidelines for different return and refund circumstances.


1. Return & Refund Eligibility

To be eligible for a return or refund, the following conditions must be met:

✔ The product is within 30 days of delivery
✔ The product is in its original condition(unused and undamaged)
✔ The product is returned with all accessories and original packaging
✔ Proof of purchase (order number or receipt) is provided

If you receive a damaged, faulty, or incorrectitem, please contact us immediately.


2. Refund & Return Process for Different Circumstances

A. Exchanges (Wrong Colour or Changed Mind on Product Choice)

If you would like to exchange your PixelSim console for a different colour or model, you must:

  1. Contact us at support@pixelsim.com within 30 days of delivery.
  2. Return the item in its original conditionwith all packaging and accessories.
  3. Once received, we will send out the new item.

📌 Note:

  • Customers are responsible for return shipping costs unless the exchange is due to an error on our part.
  • If the requested exchange is out of stock, we can issue store credit or a refund.


B. Change of Mind Returns

If you no longer want the product, you may return it under the following conditions:

  1. The item must be unused and in its original packaging.
  2. Customers must cover the return shipping costs.
  3. A restocking fee of £10 may apply if the item is missing accessories or packaging.

Refunds for change of mind will be processed within 7 business days after we receive the returned item.


C. Faulty or Defective Items

If your console is not functioning as expected, we will:

  1. Troubleshoot the issue via email to resolve minor problems.
  2. If the issue cannot be fixed, provide a prepaid return label to send the item back.
  3. Once received and confirmed faulty, we will issue a replacement or full refund.

📌 Important:

  • If the item is found to be damaged due to misuse, the return will be rejected.


D. Damaged on Arrival

If your item arrives damaged, please:

  1. Take clear photos of the damaged item and packaging.
  2. Email us within 48 hours of delivery at support@pixelsim.com.
  3. We will send a prepaid return label for you to return the damaged item.
  4. A replacement or full refund will be issued upon inspection.

📌 Note: We may ask you to keep the damaged item while the courier investigates.


E. Wrong Product Received

If you receive an incorrect item, please:

  1. Contact us within 48 hours with a photo of the incorrect item.
  2. We will send a prepaid return label to return the incorrect item.
  3. The correct product will be shipped out as soon as we receive the return.


F. Order Never Arrived

If your order is marked as delivered but not received, follow these steps:

  1. Check with your local delivery office and neighbours to see if it was misplaced.
  2. If still missing, contact us within 7 days at support@pixelsim.com.
  3. We will investigate with the courier and update you on the outcome.
  4. If the package is deemed lost, we will issue a replacement or full refund.

📌 Note: Claims made after 7 days of delivery confirmation may not be eligible for a refund.


G. Order Cancellation After Placing It

  • Before Dispatch: If your order hasn’t been shipped yet, you can request a full cancellation and refund.
  • After Dispatch: If your order has already been shipped, you must wait for delivery and then return it following our standard return process.

Refunds for cancellations are processed within 3-5 business days.


3. Refund Processing Times

✔ Returns must be requested within 30 daysof receiving the product.
✔ Refunds will be issued within 7 business days after we receive and inspect the return.
✔ Refunds will be processed to the original payment method used at checkout.
✔ Bank processing times may take 3-5 additional business days for the refund to appear.


4. Return Address

Once your return request is approved, items must be sent to:

📍 PixelSim Returns Department
Attn: Returns Processing (RMA # Required)1030 Shadowmar Drive
Kenner, LA 70062
United States

📌 Important Notes:

  • Do not return any items without first contacting support and receiving an RMA number.
  • Customers must use tracked shipping and keep proof of postage.
  • Returns sent to the wrong address will not be processed.


5. Contact Us

For any refund or return inquiries, reach out to our support team:

📩 Email: support@pixelsim.com
🕒 Support Hours: Monday – Friday | 9:00 AM – 5:00 PM GMT

We appreciate your trust in PixelSim and aim to ensure a smooth and fair return process for all customers