Refund policy
PEBBLEPIX RETURN, REFUND & CANCELLATION POLICY
Last updated: July 2026
Thank you for shopping with PebblePix. We want you to feel confident when purchasing our fuse beads, DIY kits, tools, accessories, and custom handmade products.
Please review the following policy before placing your order.
CONTACT
For all return, cancellation, refund, or order-related questions, please contact us at:
support@pebblepix.com
Please include your order number and the email address used at checkout.
1. RETURNS FOR ELIGIBLE NON-CUSTOM ITEMS
We accept return requests for eligible non-custom items within 14 days after the order is marked as delivered.
To be eligible for a return, the item must be:
• Unused, unopened, and in its original condition
• Complete, with all original parts, accessories, instructions, and packaging
• In a condition suitable for resale
• Accompanied by proof of purchase
Examples of eligible items may include unopened standard fuse bead sets, unused tools, unopened accessories, and non-custom DIY products.
Opened fuse bead packs, incomplete kits, used tools, and products with missing components are not eligible for change-of-mind returns.
Please contact us before returning any item. Returns sent without prior approval may not be accepted.
2. CUSTOM AND PERSONALIZED PRODUCTS
Custom and personalized products are made specifically for each customer and are generally not eligible for change-of-mind returns, exchanges, or cancellations after design work has begun.
This includes, but is not limited to:
• Custom Gift Charms
• Custom Pixel-Me & Pet Art
• Custom names, initials, colors, patterns, or designs
• Custom DIY kits and custom fuse bead patterns
• Finished pieces made from a customer’s photo or instructions
• Any made-to-order product created to the customer’s specifications
Custom orders may be canceled only before design work begins.
For orders that include a digital preview:
• Production begins after the customer approves the preview
• One minor revision may be included when stated on the product page
• Changing the reference photo, pose, subject count, size, or overall design direction is not considered a minor revision
• Once the preview has been approved, the order cannot be canceled and major changes cannot be made
If we are unable to complete a custom request, we will contact the customer to discuss an alternative or issue an appropriate refund.
3. ORDER CANCELLATIONS
For standard, non-custom orders, cancellation requests should be submitted within 1 hour of placing the order.
We cannot guarantee cancellation after this period because order preparation may already have begun.
For custom orders, cancellation is only available before design work begins.
To request a cancellation, email support@pebblepix.com with your order number as soon as possible.
If an order has already been fulfilled or shipped, it cannot be canceled.
4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order after delivery.
If your item arrives damaged, defective, incomplete, or different from what you ordered or approved, contact us within 7 days of delivery.
Please include:
• Your order number
• A clear description of the issue
• Clear photos of the item
• Photos of the packaging
• A photo of the shipping label
Please keep the item and all packaging until we have reviewed your request.
If the issue is confirmed, we may offer an appropriate replacement, remake, repair, partial refund, or full refund depending on the circumstances.
Customers will not be responsible for approved return shipping costs when the item is damaged, defective, or incorrect due to our error.
5. HANDMADE AND COLOR VARIATIONS
PebblePix products are handmade or assembled by hand. Minor variations in placement, shape, dimensions, or finish may occur and are part of the handmade nature of the product.
Colors may also appear slightly different depending on screen settings, lighting, bead batches, and photography.
For custom pixel-style products, photos are simplified into a pixel-art interpretation. Small facial features, fur details, clothing, poses, and background elements may be simplified to suit the selected size and fuse bead format.
Minor handmade variations that do not materially differ from the product description or approved custom preview are not considered defects.
6. RETURN SHIPPING
For approved change-of-mind returns of eligible non-custom items, the customer is responsible for return shipping costs.
We recommend using a trackable shipping service. PebblePix is not responsible for return packages that are lost, delayed, or damaged in transit.
Do not send a return before contacting us. We will provide the appropriate return instructions and return address after approving the request.
Original shipping charges are non-refundable unless the return is caused by an error on our part or otherwise required by applicable law.
Customers are responsible for any return customs fees, duties, taxes, or carrier charges unless the return is caused by a damaged, defective, or incorrect item.
7. REFUNDS
After we receive and inspect an approved return, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
Please allow up to 10 business days after approval for us to process the refund. Your bank or payment provider may require additional time to post the refund to your account.
If more than 15 business days have passed since we approved your refund, please contact support@pebblepix.com.
8. EXCHANGES
We do not offer direct exchanges for eligible non-custom products.
The fastest way to receive another item is to return the eligible original item according to this policy and place a new order after the return has been approved.
Custom and personalized products cannot be exchanged unless they arrive damaged, defective, or materially different from the approved design.
9. SALE AND FINAL-SALE ITEMS
Products specifically marked “Final Sale” are not eligible for change-of-mind returns or exchanges.
This does not affect your rights if an item arrives damaged, defective, incorrect, or if applicable consumer law provides otherwise.
10. REFUSED, UNCLAIMED, OR UNDELIVERABLE PACKAGES
Customers are responsible for providing a complete and accurate shipping address.
If a package is returned because of an incorrect or incomplete address, refusal, failed delivery attempts, or failure to collect the package, additional shipping charges may apply before the order can be resent.
Custom and personalized products returned as undeliverable are not eligible for a change-of-mind refund.
Any refund for an eligible non-custom item will be considered only after the package is returned to us and inspected. Original shipping fees and carrier return charges may be deducted where permitted by law.
11. INTERNATIONAL ORDERS
International customers are responsible for any applicable import taxes, customs duties, brokerage fees, or local charges imposed by the destination country.
These charges are not controlled by PebblePix and are generally not refundable by us.
International return shipping can be costly. Please contact us before sending any return so that we can review the situation and provide instructions.
12. LEGAL RIGHTS
Nothing in this policy limits any non-waivable rights or remedies available to customers under applicable consumer protection laws.
Where local law provides greater consumer protection than this policy, the applicable legal requirement will take priority.