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PIXELS GALAXY POLICIES

Return and Refund Policy

Eligibility, time limits, approval steps, refunds, and exchanges for Ku String orders.Last updated September 3, 2026

Return window

Report any return, replacement, or refund request within 3 days of receiving the order. Requests made later may be refused unless Pixels Galaxy confirms a valid product issue.

Valid return reasons

  • The wrong product or colour was delivered.
  • The product arrived damaged.
  • The package is incomplete or missing parts.
  • The product does not match its description or pictures.
  • A manufacturing fault is reported within the return window.

Change of mind

Change-of-mind returns require approval before the product is sent back. Return courier charges are the customer's responsibility.

  • The toy must be unused and in its original packaging.
  • All parts, accessories, manuals, tags, and free items must be included.
  • Packaging must not be damaged, torn, or missing.
  • The request must be made within 3 days of delivery.

Non-returnable cases

  • The toy has been used, damaged, altered, exposed to water or heat, or handled incorrectly.
  • Any part, accessory, manual, tag, free item, or packaging is missing.
  • The issue is reported after the return window.
  • The item is sent back without approval.
  • The item was bought from an unauthorised seller or marketplace account.

Return approval process

  1. Contact Pixels Galaxy support.
  2. Share your order number, phone number, reason, and clear photos or video.
  3. Wait for approval and return instructions before sending the item.
  4. Send the product back or follow the arranged pickup process.
  5. After inspection, we confirm a replacement, refund, store credit, or rejection.

Refunds and exchanges

Refunds are processed after the returned item is received and inspected. Prepaid refunds are returned through the original payment method where possible; the method for a Cash on Delivery refund is confirmed with the customer. Delivery charges may be non-refundable unless Pixels Galaxy caused the issue.

A colour exchange may be approved when the requested colour is in stock and the original product is unused, complete, and reported within 3 days. The customer pays courier costs unless Pixels Galaxy sent the wrong colour.

Contact support

Do not return an item before approval. Email support@pixelsgalaxy.com or WhatsApp +92 332 4468116.