Updated 26 October 2026
Business: PIXELSNPACKS LTD, company number 17030312, trading as Pixels & Packs.
Registered office: Unit 4, Pixels And Packs, Brewsdale Road, Middlesbrough, United Kingdom, TS3 6LJ.
Contact: [email protected]
This policy explains returns for physical goods bought from Pixels & Packs. The consumer sections apply when you buy wholly or mainly outside your trade or business. Nothing in this policy limits rights that the law gives you.
Standard products: changing your mind
If you buy standard goods online as a consumer, you can normally cancel without giving a reason. Tell us within 14 days starting the day after delivery. Where one order is delivered in separate parts, this period starts after the final part arrives. Statutory extensions to the cancellation period still apply where required.
Email [email protected] with a clear statement that you wish to cancel. Your order number helps us identify the purchase, but using our form or obtaining a return authorisation is not a condition of exercising your legal cancellation right.
Send the goods back within 14 days of telling us you are cancelling. Our returns address is Pixels & Packs, Unit 4, Brewsdale Road, Middlesbrough, TS3 6LJ, United Kingdom. Include your order number if available and keep evidence of sending the parcel. You can email us for help; waiting for a reply does not extend your legal deadlines or make prior authorisation a condition of cancellation.
You may inspect goods as you reasonably would in a shop. We may reduce a change-of-mind refund for a loss in value caused by handling beyond what is needed to check the goods, where the law permits. Original packaging is helpful, but its absence does not automatically remove your consumer rights.
Return costs and refunds
For a change-of-mind return, you pay the direct return postage if we told you this before you ordered. If we did not provide that information, we cover the return cost. We do not charge a separate cancellation or restocking fee for a statutory consumer cancellation.
For a valid cancellation of the whole order, we refund the goods and the cost of our least expensive standard delivery option. Any extra paid for an upgraded delivery service is not normally refundable on a change-of-mind return.
We refund without unnecessary delay and within 14 days after receiving the returned goods or evidence that you sent them, whichever happens first. If the goods have not been dispatched, we refund within 14 days of cancellation. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.
Personalised and bespoke printed products
The usual change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised, such as packaging printed with your own artwork. Choosing ordinary options from our standard range does not, by itself, make a product exempt.
Contact us promptly if you want to change or cancel a personalised order. We will check its production status and explain what is possible. Any proposed arrangement will be confirmed with you. This does not limit your rights if the goods are faulty or do not match the agreed specification.
Faulty, damaged, incorrect or misdescribed goods
Contact [email protected] and explain the problem. An order number and photographs can help us investigate, but we will consider other reasonable proof of purchase and will not make photographs a condition of your statutory rights.
Your consumer rights apply to both standard and personalised goods. Depending on the circumstances and timing, you may be entitled to a refund, repair or replacement. We cover reasonable return postage for faulty, damaged, incorrect or misdescribed goods. Contact us so we can arrange a suitable return method or agree reimbursement of reasonable postage. A short notification deadline, use of the goods, or missing original packaging does not automatically remove these rights.
Business purchases
Consumer change-of-mind cancellation rights do not apply to purchases made wholly or mainly for business purposes. For business orders, the agreed quotation and trading terms apply, subject to rights that cannot lawfully be excluded. Contact us about any incorrect or defective delivery.
Optional cancellation notice
To: PIXELSNPACKS LTD, at the registered office above, or [email protected].
I give notice that I cancel my contract for these goods: [goods].
Ordered on / received on: [dates].
Customer name and address: [details].
Order number, if available: [number].
Date: [date].
Signature, only if sending on paper: [signature].