Refund policy

This policy applies to the following websites:
skinpixel.co.uk

 

Return Requests

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return and be accepted by our team. Accepting a return is not guaranteed, nor a full refund, please see exceptions below for details.

To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please provide a valid reason for returning your items. Failure to provide a reason will result in your request not being accepted.

To start a return, you can contact us at shop@skinpixel.co.uk. If your return is accepted, we’ll send you a return shipping email with instructions on how and where to send your package, As the customer you assume responsibility and payment for shipping costs.

Items sent back to us without first having a return request accepted will not be accepted.

You can always contact us for any return questions at shop@skinpixel.co.uk.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Failure to disclose damage may result in a return not being accepted

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (Custom Products are hardware modified controllers, special commission orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

We can not accept returns of personalised / customised / commission items without good cause. 

For made to order items from our catelogue and pre-order items, inlcuding but limited to the imported devices please see futher details below.

Exceptions to non-returnable items are at the discretion of Skin Pixel, and are not guaranteed to be accepted. Contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

 

Exchanges

Please let us know asap, if you want to exchange an item. Not all exchange requests can be granted. If we accept an exchange request, the fastest way to ensure you get what you want is to purchase the item you wanted, and return the item you want to exchange.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, please allow up to 14 days for us to issue your refunded on your original payment method. Please remember, once the refund has been issued, it can take some time for your bank or credit card company to process and the refund to appear on your balance, and is usually no longer than 14 working days.

Refusing Packages due to Customs Fees

Please be aware that customs and duties may be charged by your country upon arrival. Skin Pixel is not responsible for these fees and cannot determine how much they will be. These taxes are determined by the destination country and are NOT included in your shipping costs. All duties and taxes must be paid at time of delivery.

We are happy to accept returns and issue refunds on goods that are returned to us. However, if the parcel is refused because of customs fees, we are unable to guarantee that the parcel will reach us. Therefore, we are unable to guarantee our ability to issue a refund.

Please note that Skin Pixel will ONLY issue a refund on goods once they are returned to us.

If an item has been refused due to customs fees, we can only issue a partial refund minus costs incured to ship the item to you. 

Refund of shipping costs

We can not refund shipping if shipping was marked as free.

We would be happy to refund shipping costs if the item arrived has been damaged in post, or found to defective upon inspection. Please contact us immediatly if you experience any issues. If not already refused at time of delivery, please contact us and make arrangements to return the items. The customer assumes responsibility for return shipping costs.

Please note that Skin Pixel will ONLY issue a refund on goods once they are returned to us after they have been inspected.

A maximum of £10 in incurred shipping costs by either Skin Pixel or The Customer shall be refunded. 

If an item has been returned due to a change of mind, no longer needed, or found to not be defective, we will not issue a refund for costs incured to ship the item to you or costs incured for return shipping. 

 

Express Delivery Upgrades

When advertised Express Delivery Upgrades will be available for seasonal holidays, game releases etc. during these times we are at our busiest so we offer this promotional perk to be bumped up the queue.

This is not a delivery guarantee, unless otherwise stated. Our shipping times are estimates and our aim is to dispatch before the estimated delivery date or soon thereafter. Advised transit times from our shipping partners may very around seasonal periods and peak delivery periods.

Although we'll do our utmost to get this out as soon as possible, we can not guarantee there won't be unforseen delays on postal orders, this is especially the case around Christmas and Valentines Day.

In the event you upgraded to express during these times, and your order did not arrive before such an event, shipping refunds are not automatically granteed, and are at the descretion of Skin Pixel. This does not apply where delivery had been attempted on or before such an advertised date.

Please note for delivery upgrades for a game release dates where express delivery upgrade has been chosen we express that the guaranteed delivery date be advised with a 10 working day buffer post game release. We'll maintain the original date as close as we can but can't guarantee a game studio won't release games early, in such a case the original dispatch window will be maintained with a 10 working day buffer, or by the end of the calander month a game is advertised to release (which ever is later).

 

Late / Lost Items

We can not cancel or refund orders still in transit that are not deemed lost by the postal services policy. If you have concerns that your items have not arrived, please get in touch immediately to see how we can help. An item is deemed lost by the postal services own ommision and or policies. 

If an item arrives later than expected, you may be refunded any postage paid at the discretion of Skin Pixel. please see Refund of shipping costs policy above for further info.  

Please allow 14 working days(or 30 working days for International) after your expected delivery date before we begin an investigation any lost items, only after this time if your items can not be located within 10 working days by the delivery service a refund will be granted.

Reapirs, Made to order, Personalised, Commissions, Custom Pre-order items & Returns, Including but not limited to imported Devices.

Can I cancel my custom order before it has been shipped?

Yes, you can cancel for any reason anytime before your order has been shipped, and you may claim a refund minus 5% deduction within the first 7 days(14 days on repairs) of making the order, or 25% deduction(50% deduction for personalised or custom commissions) from your refund for anything beyond that time to cover costs of admin, and any work we may have started on your made to order items or steps to prepare your pre-order or prepare for you repair, please accept this to be a fair amount to handle admin, work started, and cancellation and handling of any fees that are not refunded to us.

Express service fees will not be refunded(see below).

If you have any queries on canceling yourorder you may reach out to shop@skinpixel.co.uk Please include your order number in your email.

Can I cancel my repair before I have shipped my items?

Yes indeed, you may cancel your repair order anytime before you have sent your items to us, please note there will be a small contribution deducted from your refund to cover costs and admin, that is 5% within the first 14 Days, and 10% for anything beyond. Should your repair have required any specialist parts, 50% of the cost to aquire the parts required for your repair will be deducted from your refund.

Can I return my Made to order items, Commissions & pre-order items?

You have 14 days from receipt of your item to make a return request, this does not guarantee your return request will be accepted, We don't accept returns for made to order Items and custom pre-order items, but there may be exceptions we can make, please reach out if you have any queries, and should we accept a return upon a special case, the return in on the following conditions, we see as fair;

Refund requests will only be accepted within 14 days of receipt of first delivery attempt, all items must be unused, unopened, sealed in outer packaging to be eligable for a refund.

Express service fees will not be refunded(see below).

Should your refund request be accepted, your refund amount will be what was paid at the time of sale minus 25% deduction(50% deduction on personalised or custom commissions) to cover work and time involved in making your order, admin, handling and fees. 

Once a return request has been accepted you have 14 days to post the item back to us, if we don't receive it in this time frame your return request will be cancelled and any refund will be denied if your post has not been received within this time.

Upon initiating a return for an unwanted item, you understand the customer bares all costs inccured for shipping in both directions, shipping costs inccured by us will not be refunded for unwanted items, and in the event of of a free shipping promo the initial shipping value amount is set to a fixed value of £10. The customer is responsible for their own costs of shipping to us, if you require a return shipping label you may request one and this will be deducted from your refund at a value of £10.

I upgraded to Express service to get my items faster, will this be refunded?

No. Express service fees will not be refunded. Upgrading to express is a perk that guarantees your order to be bumped up the queue, to get your order out faster, usually within an agreed amount of time or before a certain date. As a perk of this service, we are prioritising your items ahead of customers with standard delivery and may have already completed your order by the time you have requested cancellation, or have completed our agreed up on service once the item has been delivered. 

Can I return my Special pre-order items if it was part of a group buy?

No.

Do we accept Open / used items?

We will no longer be accepting returns for unwanted Special Items, including opened / used devices, please reach out if you have any queries, and should we accept a return upon a special case, the return in on the following conditions, we see as fair;

Your return will incur additional costs amount to be determined upon inspection for the product with a minmun of 20% deducted from your refund, Please return items with all branded packaging intact where possible, damaged packaging will inccur an additional 10% will be deducted from your refund that goes towards replacement of product packaging.

Warranty, Damaged / Faulty items?

If you suspect your item is faulty, You have 14 days from first delivery attempt to inform us of any defects or faulty devices, failure to notifiy us within 14 days will result in your return being rejected, and you will have to reach out to the manufacturer for warranty support.

All devices are quality checked and tested to ensure they are functional before being sent out however we undertsnad sometimes one or two can slip past, please be sure your item is faulty before making a claim, failure to understand how the device works does not making it faulty and your refund will be rejected.

Upon sending your item in as faulty, please allow us 14 days to investigate, test your items, and determin a course of action. 

If you item is found to be faulty, please allow us to replace the item. Please undertsnd you may have to wait for our next batch to be delivered, then we will issue a replacement free of charge. We may offer to refund you instead at our discretion.

If your item is not found to be faulty, we will return the item to you at the cost of shipping, the shipping amount is set at £10 to cover, shipping, packaging and handling. We may accept it back for a return, please see 'Do we accept Open / used items?' on how we will handle this.

Bundled items

If your items form part of a bundle, or include free items, these will also need to be included as part of your return. Failure to do so may result in a partial refund, or your return not being accepted.

Imported devices & Warranty;

You have limited manufacturers warranty with any imported device, so long as you use the device as intended set out in the instructions, failure to use the device as intended you forfeit the right to warranty. Please reach out to manufacturer directly for enquiries related to warranty and support. We do not offer support for devices we do not make.

How to start a return?

Please reach out to us on the email below to start the return process.

To make things as easy as possible if you request a return, you must write "RETURN" followed by #SP-XXXX" where the numbers should match your order number. In large text on the outer packaging. If we don't have this information, we will be unable to identify your items and process your return.

Please allow us 14 days upon receipt of your return to inspect your items and process any amount of refund owed.

If your return is not accepted after we have inspected it, we'll issue a return postage payment link, upon which you have 14 days to make payment. Failure to complete may result in the loss of your item.

How to contact us

Please reach out to shop@skinpixel.co.uk if you have any further enquires regarding our refund and calncellation policies.