Returns, Repairs & Refunds

Many Boxy Pixel products are custom-made using CNC machining, anodizing, and other hand-finished processes. Please review the information below carefully before initiating a return.

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Return Eligibility

• Returns must be requested within 15 days of delivery
• Items must be unused, in the same condition as received, and in original packaging
• Customers are responsible for all return shipping costs
• Proof of purchase is required for all returns

Unused means the item has not been installed, test-fit, assembled, modified, or altered in any way.

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Non-Returnable Items

• Custom items, including laser-etched parts
• Pre-order items once production has started
• Sale or discounted items
• Items that have been installed, test-fit, or assembled

Custom and pre-order items are made specifically for your order and cannot be refunded unless they are defective.

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Cosmetic vs Functional Issues

Due to CNC machining and anodizing processes, minor cosmetic variations are normal and expected.

Not Considered Defects

• Minor anodizing color variation
• Very small surface marks or grain variation
• Visual differences that do not affect function

Considered Functional Defects

• Incorrect threads
• Mis-machined features that prevent proper assembly
• Electronics that do not function as intended upon arrival

Functional defects are fully covered and will be repaired or replaced at no cost.

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How to Start a Return or Defect Claim

All return and defect requests must be initiated by contacting us directly. Please do not ship anything until you receive return authorization and instructions.

To request a return or report a defect:

1. Contact us using our contact form 
2. Include your order number and a clear description of the issue
   
3. Wait for return authorization and instructions before shipping anything

Returns sent without prior authorization may be refused or experience processing delays.

Return requests submitted via email or contact form cannot be processed.

Refunds

Once your return is received and inspected, we will notify you of approval or rejection. Approved refunds are issued to the original payment method.

• Inspection and processing time: 4–5 business days
• Shipping charges are non-refundable

Processing Fees:
Refunds are subject to a 3% fee for credit card payments and a 3.9% fee for PayPal payments, reflecting non-refundable merchant processing fees.

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Late or Missing Refunds

If you have not received your refund:

1. Check your bank or card statement again
2. Contact your credit card provider (posting may take 5–7 business days)
3. Contact your bank for processing status

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Repairs

If you purchased a fully built custom device, screen, or PCB from Boxy Pixel:

• Electronics, screens, and components are covered for 60 days
• Repairs within 60 days are free, including return shipping
• After 60 days, repairs are billed for parts and labor
• Machined part failures (mechanical, not cosmetic) are covered 100%

Repairs are not refunds; repaired items are returned to the customer.

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Lost or Stolen Packages

If your tracking shows Delivered but you did not receive your package, or if a shipment appears lost in transit, this is not handled as a return or refund request.

Please review our full Lost or Stolen Package Policy before contacting support.

If you purchased third-party shipping protection at checkout, all lost or stolen package claims must be filed directly with the insurance provider.

Once a package is marked delivered by the carrier to the correct address, Boxy Pixel is not responsible for loss or theft.

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Shipping, Insurance & Responsibility

• Customers are responsible for return shipping costs
• We strongly recommend using a trackable shipping service
• The sender is responsible for ensuring the item is delivered

Shipping insurance is provided by a third party. For lost, delayed, or stolen packages, claims must be filed directly with the insurance provider.

Please ensure your shipping address is accurate — changes cannot be made once an order has entered transit.

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International Orders

International customers are responsible for return shipping costs and are strongly encouraged to purchase shipping insurance.