Refund Policy

At Private Pixel, we want you to be completely satisfied with your purchase. However, due to the specialized nature of our privacy-hardened devices and custom software services, we adhere to the following refund and return guidelines.

 

1. 14-Day Return Window

We offer a 14-day return period for all hardware purchased directly from www.privatepixel.store. The 14-day window begins on the date the carrier confirms delivery via signature.

 

2. Condition Requirements for a Full Refund

To qualify for a full refund, the returned Private Pixel device must meet the following criteria:

• "Good Condition": The device must be free of physical damage, including but not limited to screen cracks, deep scratches, dents, or signs of water exposure.

• Functional Integrity: All hardware components (camera, USB-C port, speakers, etc.) must be fully functional.

• Security Lock: You must remove any personal PINs, biometrics, or passwords before returning the device so that we can verify the hardware and securely wipe it for restocking.

 

"Flash-My-Pixel" Service Refunds

• Service Fee: The labor fee for the "Flash-My-Pixel" installation service is non-refundable once the software has been successfully installed and the device has been shipped back to you.

• Incompatible Devices: If you send us a device that is carrier-locked (bootloader cannot be unlocked) or is an unsupported model, the service fee will be refunded, minus a $25 handling and return shipping fee.

• Shipping for Service: We provide free round-trip shipping (USA only) for this service. If a refund is requested before work begins, we will cancel the order and provide a full refund.

 

4. Domestic Returns (USA & Territories)

• Free Returns: We provide free return shipping for all domestic customers.

• Return Process: To initiate a return, contact us for a pre-paid return label.

• Secure Shipping: All returns must be sent using our provided label, which includes tracking and requires a signature upon delivery at our facility to confirm receipt.

 

5. International Returns

• Shipping Responsibility: International customers are responsible for all costs associated with returning a device.

• Recommended Method: We strongly encourage international customers to ship returns via Certified Mail with Signature Confirmation.

• Refund Issuance: A refund will only be issued once our team has physically received and inspected the device and confirmed it is in "Good Condition." Private Pixel is not responsible for international returns lost or damaged in transit.

 

6. Non-Refundable Items & Fees

• Any flat-rate international shipping and handling fees paid at the time of purchase are non-refundable.

• Devices returned in "Poor Condition" (broken screens, hardware failure due to user neglect) may be subject to a restocking fee of up to 50% or a total rejection of the refund.