Refund and Return Policy – PIXEL FLOORS

By purchasing a product through this site, you agree to the following terms and conditions. All sales are considered final unless they meet the eligibility requirements outlined below. PIXEL FLOORS does not refund or exchange items if they are found to be modified from their original form when purchased, dirty, stained, opened, or damaged.

Return Policy

To be eligible for a return, your item must be in the same condition that you received it — unused, unopened (flooring boxes or packages must remain sealed), with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If the original packaging is unavailable, the customer is responsible for arranging equivalent protective packaging.

  • All eligible returns must be requested within 15 days from the delivery date.

  • Any items sent back without contacting us first for approval and an RMA number will not be accepted.

To initiate a return, please contact us at pixelfloors@gmail.com so our team can assist you with your request.

If your return is approved, we’ll send you instructions and, if applicable, a return shipping label. Unless the return is due to an error on our part (wrong item, defective item), the customer is responsible for return shipping costs.

A 25% restocking fee will apply to all eligible returns.

Damages and Delivery Issues

  • Please inspect your order immediately upon delivery and contact PIXEL FLOORS within 24 hours if the item is defective, damaged, or if you receive the wrong product. Claims filed after this period cannot be accepted.

  • If the carrier damages or loses the package, you may refuse delivery, take photos, and file a claim directly with the carrier.

  • Once a delivery is signed for (or left at the doorstep by FedEx/UPS), it is considered accepted in good condition.

Shipping

Please review our Shipping FAQ before placing an order.

  • Items weighing 15 lbs or more will incur additional return shipping costs.

  • PIXEL FLOORS is not responsible for delivery delays due to manufacturer scheduling, stock shortages, material availability, transportation issues, or other causes beyond our control.

Discontinued and Discounted Items

  • Shipping times may be longer for discontinued and discounted items.

  • All discontinued, clearance, and discounted sales are final. These orders cannot be canceled, returned, exchanged, or refunded after the order confirmation is sent.

Non-Returnable Items

The following items are not returnable under any circumstances:

  • Opened or partially used flooring boxes/packages

  • Fragile items (tiles, flooring, lighting)

  • Custom orders or special-order items

  • Personalized items

  • Sale items and gift cards

Exchanges

The fastest way to exchange an item is to return the eligible product and place a new order once the return has been approved.

Refunds

Once your return is received and inspected, we will notify you of approval or rejection. If approved, the refund will be processed back to your original payment method. Depending on your bank or card provider, this may take 7–10 business days to reflect.

Cancellations

  • Orders for discontinued or discounted items cannot be canceled once confirmed.

  • All other canceled orders will be subject to a 25% cancellation fee.

  • Shipping notifications are sent only once an order has been dispatched.

Contact

For all return, refund, or cancellation requests, please email us at pixelfloors@gmail.com with your name, order number, and details of your concern.
We respond to all inquiries within 48 business hours.