Refund policy

We value your trust and want you to feel confident shopping with us. This Return and Refund Policy is designed to protect both our customers and our business by making the process clear, fair, and transparent. It also serves as our Internal Redress Mechanism in line with the Internet Transactions Act (RA 11967) and DTI Trustmark requirements.

1. Eligibility for Returns

  • Return or refund requests must be filed within 7 calendar days of receiving your order.
  • Items must be unused, in their original packaging, and with all tags intact.
  • Final Sale / Non-returnable items:
    • Custom or personalized products
    • Perishable goods
    • Digital products
    • Hazardous materials
    • Gift cards
  • Exception: If any of the above items are defective, damaged, or incorrect, they remain eligible for return, replacement, or refund.

2. How to File a Return or Complaint

All return or complaint requests must be emailed to returns@pxlbro.com with the subject line “[Return Request]”.
Please include the following:

  • Full name
  • Invoice or order number
  • Date of transaction
  • Detailed description of the issue
  • Supporting proof (see Section 3)

Important: Items sent back to us without first requesting a return will not be accepted.
Requests with incomplete information may not be processed.

3. Proof of Issue

To validate complaints and protect against fraudulent claims, customers may be required to provide photo or video proof. Examples include:

  • Damaged item → photo of the product clearly showing the defect.
  • Damaged packaging → photo of the box/pouch showing the condition upon delivery (to check if issue is with courier or packaging).
  • Wrong item → photo of the item received placed beside the order invoice/packing slip.
  • Delivery dispute → screenshot of the courier tracking page or delivery receipt.
    Providing proof helps us resolve your concern more quickly and protects your rights as a customer.

4. Proof of Return Condition

To ensure fairness, customers may be asked to provide a photo of the package before handing it over to the courier when returning an item.

  • This protects you by showing that the product was properly packed when shipped back.
  • This protects us by helping identify if any damage happened during return transit.

All items being returned should be shipped with their original packaging, including the packaging used by the courier.

  • This helps us investigate if damage occurred during transit.
  • You do not need to wrap the package exactly as it was received; different shipping material may be used.
  • However, customers must take care not to package the item in a way that may cause damage — for example, taping the packaging material directly on the product. Unpacking this could result in further damage, which will be the customer’s responsibility.

5. Acknowledgment of Complaints

We will acknowledge your complaint within 3 business days of receipt and provide initial guidance on the next steps.

6. Resolution Timeline

  • Complaints will be reviewed thoroughly.
  • A resolution will be provided within 7 calendar days from acknowledgment, in compliance with DTI requirements.
  • Possible resolutions include:
    • Product repair
    • Replacement
    • Refund
    • Clarification of service terms
    • Other appropriate remedies
  • For custom or made-to-order products, while we will provide a resolution decision (e.g., replacement approval) within 7 calendar days, the actual production or delivery of a replacement item may take longer due to the nature of manufacturing. If the customer opts for a refund instead of replacement, the refund timeline in Section 7 will apply.

7. Refunds

  • Approved refunds will be processed via your original payment method.
  • Processing may take up to 10 banking days, depending on your payment provider.
  • Refunds will be issued only after the returned item is received and inspected (except in cases of non-delivery).
  • If the return is due to our error (defective, damaged, or wrong item), we will shoulder return shipping costs and no deductions will apply.
  • For non-defective returns (e.g., change of mind), a reasonable restocking fee may apply, provided it is fair and proportionate.

8. Customer Responsibility

  • Customers are responsible for providing correct and complete information (e.g., shipping address, recipient details).
  • Issues arising from customer error — including wrong address, unclaimed parcels, or accidental orders — are not eligible for refund.
  • Customers are also responsible for ensuring that self-pickups and return drop-offs are made within official business hours and at the correct address.
  • Any attempt to pick up or return items outside of business hours will not be considered valid. Our business hours are clearly stated on our website and may also appear in your order confirmation.

9. Customer Cooperation

To complete the return and refund process, customers must cooperate with required steps such as handing over the item for pickup, shipping the return within the provided timeframe, or providing requested information.

  • If a customer fails to provide optional proof (such as photos/videos), we may still proceed with the next step.
  • If a customer fails to complete a required step (such as returning the defective item during pickup or within the return window), the return and refund request may be cancelled.
  • Customers will be given five calendar days to comply before the request is closed.

10. Confirmation and Closure

Before closing a case, we will confirm with you that the resolution is satisfactory.

  • If the customer does not respond to our resolution offer within 7 calendar days of being notified, the case will be considered closed and the resolution deemed satisfactory.
  • All complaints and actions are documented for accountability and service improvement.

11. Escalation to DTI

If you are not satisfied with our resolution, you may escalate your complaint to the Department of Trade and Industry (DTI):

  • Department of Trade and Industry (DTI) – E-Commerce Bureau (ECB): ecommerce_complaints@dti.gov.ph
  • Consumer Care website: https://podrs.dti.gov.ph
  • Consumer Care Hotline: DTI (1–-384)
  • Consumer Care Email: consumercare@dti.gov.ph

12. Our Commitment

This policy is designed to protect our customers and our store equally. By setting clear rules, we can resolve issues quickly, fairly, and consistently. We affirm our responsibility to act in good faith, with diligence and fairness, in all transactions. This policy reflects our compliance with RA 11967 and DTI Trustmark guidelines, ensuring consumer protection and promoting safe and accountable e-commerce.

13. Policy Updates

We may update or revise this policy from time to time without prior notice. Any changes will be posted on our website. We will ensure that updates remain consistent with Philippine laws and regulations, particularly RA 11967 and consumer protection guidelines.


For questions and concerns, you may also reach us through our other contact channels posted at: https://pxlbro.com/policies/contact-information

 

Last Updated: 2025 September 30