Money back guarantee
If you are not satisfied with a product you purchased from PIXmania, you can use your 15-day right of retraction to return it to us. The cooling-off period for items from the sports range on Pixmania is 30 days.

A technician will check the contents of your package and the general condition of the product as soon as it is received by the After-Sales service. You will be sent a notification e-mail informing you when your returned product has been received by our After-Sales team.

  How can I return a product under the money-back guarantee?
To help speed up the returns process, you should fill in the returns form available in the After-Sales section of your user account. Once we’ve received and checked your completed returns form, you’ll be sent a notification e-mail explaining how to go about returning your product.

N.B. Your product must be returned in its original packaging. For added security, we recommend that you send your package via registered mail with signature upon receipt. We also advise you to take out insurance when you are returning jewellery and to ensure it is correctly packaged to avoid damage during shipping. 

Exchanges and returns for footwear sold by Pixmania will be handled free of charge by Pixmania.
Simply print out the returns form available through your Pix&I account and enter the collection address of your choice. The carrier will pick up your parcel from this address, and no handling fees will apply. Refunds will be issued as soon as we receive the product(s) you have returned.

  How long is the cooling-off period for jewellery?
If you’re not entirely satisfied with your jewellery, you have 30 calendar days from the date of delivery to return your product to Pixmania.

The jewellery is the wrong size. What should I do?
Pixmania has a downloadable ring size chart to help you find the right size. If there is a mistake or problem with sizing, you can ask for the jewellery to be resized. This service is free for thirty days after you have received your product. Simply log into your Pix & Me account and go to the “Returning products” section to take advantage of this service.

Do you refund shipping fees for returns?
Although you are not penalised in any way for returning a product, you are responsible for covering the cost of returning any unwanted products to us.

Some products are not covered by the “Money-back guarantee”.
The right of retraction only applies to products that can be resold on www.pixmania.com, e.g. with original accessories, user instructions, etc.
Pixmania is unable to accept returns of the following:
- Services that have commenced before the end of the cooling-off period, in agreement with the customer
– Customised products
– Products that, by their nature, cannot be resent or may get damaged or pass their use-by date
– Unsealed audio or video recordings and computer software (CD, DVD, Blu-ray, VHS, CD-ROM, video games, etc)
– Newspapers, reviews and magazines
– For hygiene reasons, unboxed intimate massagers, jewellery such as earrings for pierced ears, and swimwear and underwear without the protective seal intact
– Items of clothing that are incomplete or that have been damaged or soiled by the customer

  How can I track the progress of my return?
For products sold by PIXmania.com, you can track the various stages of your return in the After-Sales Tracking section of your user account. You’ll also receive an e-mail each time the status of your return changes.

How will I be refunded?
If you return your product within 7 days of delivery, Pixmania will refund you via the payment method you used at the time of purchase.
For Sports items purchased on Pixmania (excluding fitness equipment) returned between the 8th and 30th day following delivery, refunds will be credited to your Pix Piggy Bank.

  I’ve returned a product but I haven’t received a confirmation e-mail. What should I do?
Your return could be waiting to be checked in by our After-Sales service team. However, if you returned your product more than a week ago, you should contact the carrier and request: proof of delivery (with the delivery slip stamped by PIXmania).You will only be able to do this if you have used a carrier and a delivery type using a “signature upon delivery” system. Once your proof of delivery has been received by our teams, we will do all we can to process your return promptly.

  How long will it take the After-Sales service to process my return?
The time required to process returns depends on the reason the product was returned.

  What if the amount refunded is different?
If you requested a refund for a product that has not yet dispatched, the amount refunded will correspond to the total cost of the product in question together with its cost of delivery. Please note that delivery cost refunds are calculated on a pro rata basis in relation to the number of parcels sent.

Broken products
All new products sold by PIXmania.com come with a manufacturer’s warranty of at least one year (excluding accessories and consumables). The extent of coverage and the length of the warranty vary from brand to brand and according to the type of product.

  How can I return a product under warranty?
If your product breaks or you’re having trouble using it, you should contact the manufacturer directly. Make sure you:- establish the problem or nature of the fault,- check the length of your product’s warranty and make sure it’s still covered,
- check that the repairs required are covered by the warranty,
- ensure the manufacturer can accept your return and find out how you should return your product
This will help make sure your product is repaired and returned to you as quickly as possible.

  Where can I find the manufacturer’s contact details?
You can find the manufacturer’s contact details in the After-Sales section of your PIXmania user account. Simply select the relevant order and the product you wish to return. If you are unable to find the manufacturer's contact details in your account, go directly to the manufacturer’s website for further assistance.

  What if the manufacturer can’t accept returns directly?
If your product cannot be accepted directly by the manufacturer, you can always return it to our After-Sales department. To help speed up the returns process, you should fill in the returns form available in the After-Sales section of your user account. Once we’ve received and checked your completed returns form, you’ll be sent a notification e-mail explaining how to go about returning your product. Once the contents and general condition of the product have been checked, it will be sent to one of the manufacturer’s approved repair centres.

  What if the repairs aren't covered by the manufacturer’s warranty?
If the cause of damage is not covered by the warranty (e.g. signs of impact, rust, misuse, etc.) PIXmania will not be able to cover the cost of repair.
We will, however, provide a quote for the cost of the repairs required.
If this is the case, you’ll receive a notification e-mail with the quote attached, offering you three courses of action:
- Accept the quote and proceed with the necessary repairs.
- Refuse the quote (the workshop will charge an administration fee for investigating the problem and drawing up the quote).
- Abandon your product (no fee charged).

  The product I received has never worked. What should I do?
To help speed up the returns process, you should fill in the returns form available in the After-Sales section of your user account. Once we’ve received and checked your completed returns form, you’ll be sent a notification e-mail explaining how to go about returning your product. Please note that products must be returned in full and in their original condition (with packaging, accessories, instructions etc.).
To keep your product safe, we recommend you send your parcel via recorded delivery and request for it to be signed for on delivery using the Royal Mail's 'Recorded Signed For ™' service.

  How can I return a product under extended warranty?
To help speed up the returns process, you should fill in the returns form available in the After-Sales section of your user account. Once we’ve received and checked your completed returns form, you’ll be sent a notification e-mail explaining how to go about returning your product.

  How can I return one of PIXmania’s “As good as new” used products?
All of PIXmania’s “As good as new” products come with a 1-year warranty (excluding accessories and consumables). To help speed up the returns process, you should fill in the returns form available in the After-Sales section of your user account. Once we’ve received and checked your completed returns form, you’ll be sent a notification e-mail explaining how to go about returning your product.

  Is jewellery guaranteed?
Jewellery sold by Pixmania is guaranteed against defects for two years from the date of delivery (parts and labour). We will repair any defective jewellery returned within this period.
However, the guarantee does not apply if the product is not returned with all parts and accessories, or if the defect cited by the customer results from abnormal or incorrect use. Similarly, the guarantee does not apply in case of wear, normal ageing, accident or more generally external use (such as any unauthorised third party operation on the jewellery).

Non-compliant products
If you receive a product that does not comply with the original product description as featured on the PIXmania product information page, you should return the product to us for exchange or refund.

A technician will check the contents of your package and the general condition of the product as soon as it is received by the After-Sales service. You will be sent a notification e-mail informing you when your returned product has been received by our After-Sales team.

  How should I return a product that doesn’t comply with the description of the product I ordered?
To help speed up the returns process, you should fill in the returns form available in the After-Sales section of your user account. Once we’ve received and checked your completed returns form, you’ll be sent a notification e-mail explaining how to go about returning your product.

  How do I arrange for my product to be collected?
You should contact the courier directly to arrange a day and time for collection. Our courier can collect from the address of your choice (home or work) from Monday to Friday at a time that's convenient for you. The courier’s contact details will be sent to you by e-mail once your return has been accepted by our After-Sales department.

  How can I track the progress of my return?
For products sold by PIXmania.com, you can track the various stages of your return in the After-Sales Tracking section of your user account. You’ll also receive an e-mail each time the status of your return changes.

  I’ve returned a product but I haven’t received a confirmation e-mail. What should I do?
Your return could be waiting to be checked in by our After-Sales service team. However, if you returned your product more than a week ago, you should contact the carrier and request: proof of delivery (with the delivery slip stamped by PIXmania).You will only be able to do this if you have used a carrier and a delivery type using a “signature upon delivery” system. Once your proof of delivery has been received by our teams, we will do all we can to process your return promptly..

The Zen Engagement
Any products purchased on PIXmania that are covered by the Zen Engagement can be returned directly to us for repair. You can even trade in your fully functional product! A technician will check the contents of your package and the general condition of the product as soon as it is received by the After-Sales service. You will be sent a notification e-mail informing you when your returned product has been received by our After-Sales team.

  How can I return a product under the Zen Engagement?
To help speed up the returns process, you should fill in the returns form available in the After-Sales section of your user account. Once we’ve received and checked your completed returns form, you’ll be sent a notification e-mail explaining how to go about returning your product.

Please note that products must be returned in full and in their original condition (with packaging, accessories, instructions etc.).

To keep your product safe, we recommend you send your parcel via recorded delivery and request for it to be signed for on delivery using the Royal Mail's 'Recorded Signed For ™' service.

If you want to trade in your product, you should send us your request via the Zen Engagement section of your user account.

  How will I be refunded?
If your product is broken, the full cost of the initial item will be refunded into your Pix Piggy Bank, provided the damage reported by the technical workshop is covered by PIXmania. When you trade in a product, your PIX Piggy Bank will be credited with the full amount of the initial product, minus a handling fee. Please note that we reserve the right to refuse the trade-in of your product if it is damaged, scratched or shows signs of impact.

  How can I use my PIX Piggy Bank?
The Pix Piggy Bank is an online cash reserve that you can use to pay for products on Pixmania. This cash reserve is available for one year and can be used to pay for an entire order on the site (including delivery fees), whether you are purchasing directly from Pixmania or from one of our sellers. In order to pay for an order using your Pix Piggy Bank, go to the Payment stage of your order (step 4), select "Pix Piggy Bank" as your method of payment, and enter the amount you would like to use. If the total of your order exceeds the amount you have entered, you will need to settle the outstanding amount using another payment method.
You may check the balance in your Pix Piggy Bank at any time via your Pix & Me space.

  What happens if the damage is not covered by PIXmania?
If the cause of damage is not covered by the conditions of the Zen Engagement (e.g. signs of impact, rust, misuse, etc.), you will not be able to receive a refund for the product.

We will, however, provide a quote for the cost of the repairs required.
If this is the case, you’ll receive a notification e-mail with the quote attached, offering you three courses of action:
- Accept the quote and proceed with the necessary repairs.
- Refuse the quote (the workshop will charge an administration fee for investigating the problem and drawing up the quote).
- Abandon your product (no fee charged).