Pixel 9 with GrapheneOS 128GB

Return & Refund Policy

At Private Pixel, we stand behind the quality of our products. If you are not completely satisfied with your purchase, we are here to help you with a straightforward return process.

30-Day Return Window

You have 30 days from the date of delivery to initiate a return for your device. To be eligible for a full refund, the item must be returned to us within this timeframe.

Return Conditions

To ensure a smooth return process and a full refund, please ensure the following criteria are met:

• Original Condition: The device must be in the exact same condition as when it was purchased.

• No Modifications: The device must not have any hardware or software modifications (including rooted software or third-party operating systems not installed by us).

• Full Kit: All original accessories (chargers, cables, manuals, etc.) and original packaging must be included in the return shipment.

• Functional Integrity: The device must be free of any user-inflicted defects, such as cracked screens, water damage, or significant cosmetic wear.

The Inspection Process

Once your return is received at our facility, our technicians will perform a comprehensive inspection to verify:

• The device is in its original condition.

• All accessories have been returned.

• No unauthorized modifications or physical damage have occurred.

Refunds

After we confirm that the device meets our return standards, we will process your refund immediately.

• Method: Refunds are issued strictly to the original payment method used during checkout.

• Timeline: While we process refunds promptly, please allow 5–10 business days for the transaction to reflect on your statement, depending on your financial institution.

How to Start a Return

To begin your return, please contact our support team at [Insert Email Address] with your order number. We will provide you with the necessary shipping instructions.

Note: We recommend using a trackable shipping service or purchasing shipping insurance for high-value items, as we cannot guarantee receipt of your returned item.

Frequently Asked Questions (FAQ)

To ensure your customers have total clarity and to reduce the volume of support tickets, here are the most common questions regarding returns for Private Pixel.

1. Who pays for return shipping?

 Unless the device arrived damaged or there was an error on our part, the customer is responsible for the cost of return shipping. We recommend using a trackable service, as we cannot issue a refund if the package is lost in transit.

2. What if my device arrives damaged?

 If your order arrives with physical damage or a defect, please contact us at [Insert Email Address] within 48 hours of delivery. Include photos of the packaging and the device so we can expedite a replacement or a full refund at no cost to you.

3. Can I return a device if I’ve installed my own software or "rooted" it?

 To qualify for a full refund, the device must be in its original factory state. Any hardware or software modifications (such as custom ROMs or rooting) void the return policy, as we can no longer guarantee the security and integrity of the "Private Pixel" experience.

4. How long does the refund take to show up on my bank statement?

 Once we receive and inspect the device (usually within 2–3 business days of arrival), we trigger the refund immediately. Depending on your bank or credit card provider, it typically takes 5–10 business days for the funds to appear in your account.

5. What if I lost the original charging cable or box?

 For a full refund, all original accessories and packaging must be included. Returns missing original accessories may be subject to a restocking fee or a deduction from the total refund amount to cover the cost of the missing items.

6. Can I exchange my device for a different model?

 Currently, we process exchanges as a return and a new purchase. You can return your original device for a full refund (following the standard policy) and place a new order for the preferred model at any time.

Return Merchandise Authorization (RMA) Form

Order Information

• Order Number: __________________________

• Customer Name: __________________________

• Date of Purchase: __________________________

• RMA Number (Internal Use): #PP-________________

Item Details

• Device Model: __________________________

• Serial Number/IMEI: __________________________ (Crucial for verifying it’s the exact unit you sold)

• Reason for Return: * [ ] Changed mind / No longer needed

  • [ ] Performance/Expectation issues

  • [ ] Received wrong item

  • [ ] Other: __________________________

Pre-Return Checklist Please check each box to confirm you have prepared the device for return:

• [ ] Factory Reset: All personal data has been wiped and accounts (Google, etc.) are removed.

• [ ] Original Accessories: Charger, cable, and manuals are included in the box.

• [ ] Original Packaging: The device is secured in its original "Private Pixel" box.

• [ ] No Modifications: I confirm no hardware or software modifications (rooting/custom ROMs) have been made.

Shipping Instructions

• Print this form and include it inside the shipping box.

• Securely package the device to prevent damage during transit.

• Affix the shipping label to the outside of the box.

• Note: We recommend using a shipping service with tracking and insurance. Private Pixel is not responsible for items lost or damaged during return transit.

Return Address: Private Pixel Returns Dept. [Contact Customer Support for full return address]