Refund & Return Policy

This Refund & Return Policy outlines the conditions under which returns, exchanges, and refunds are handled by Plume and Pixel Concepts. By making a purchase from us, you agree to this policy.

1. Eligibility for Returns

We accept returns only under the following conditions:

  • The item received is damaged, defective, or incorrect.
  • The return request is made within [insert number] days of delivery.
  • The item is unused, in its original condition, and in original packaging.
  • Proof of purchase (receipt or order confirmation) is provided.

Items that do not meet these conditions may not be eligible for return or refund.

2. Non-Returnable Items

The following items cannot be returned or refunded:

  • Personalised or customised products
  • Gift items made to specific customer requirements
  • Items damaged due to misuse, mishandling, or improper storage
  • Clearance or final sale items (if applicable)

3. Return Process

To request a return:

  1. Contact us via email at gifts@plumeandpixelconcepts.com.
  2. Provide your order number, reason for return, and photos (if item is damaged or incorrect).
  3. Wait for return approval and instructions before sending the item back.

Returns sent without prior approval may not be accepted.

4. Refunds

Once your returned item is received and inspected:

  • You will be notified of approval or rejection of your refund.
  • If approved, the refund will be processed to your original payment method within [insert number] business days.
  • Processing time may vary depending on your payment provider.

Shipping fees are non-refundable unless the return is due to our error.

5. Exchanges

We only replace items if they are:

  • Defective
  • Damaged
  • Incorrectly supplied

If you need an exchange, contact us to arrange a replacement.

6. Return Shipping

  • Customers are responsible for return shipping costs unless the item is defective or incorrect.
  • We recommend using a trackable shipping method.
  • We are not responsible for items lost during return shipping.

7. Order Cancellations

Orders may only be cancelled if they have not yet been processed or shipped.

Custom or personalised orders cannot be cancelled once production has started.