Refund policy
Return & Refund Policy
30 days to return, and return shipping is free. If you change your mind, you have 30 days from the delivery date to send an item back, and we cover the cost of sending it to us.
Return Window
We accept returns within 30 days of the delivery date. Items must be in their original condition, with all parts included (light curtain, controller, remote control and mounting accessories) and in their original packaging.
Return Shipping
Return shipping is free. When you start a return we send you a prepaid return label — you do not pay to send the item back.
Non-Returnable Items
- Items damaged through misuse, improper installation or modification (for example, cut or shortened strands)
- Items returned without all of their parts
- Items marked "Final Sale"
- Items returned outside the 30-day window
How to Start a Return
Email contact@winterpixels.com with your order number and the item or items you would like to return. We will reply with the return instructions, the return address for your case, and your prepaid label.
Please wait for our written authorisation before sending anything back — an unannounced return cannot be matched to your order.
Refunds
Once your return is received and inspected, we notify you of the approval status. Approved refunds are issued to your original payment method within 5–10 business days. Standard shipping is free on all orders, so there is no outbound shipping charge to deduct; where an express shipping upgrade was paid, that charge is non-refundable unless the return is due to our error.
Exchanges
If you would like a different quantity or bundle, we recommend returning the original order for a refund and placing a new order.
Faulty or Incorrect Items
If your item arrives faulty, damaged or incorrect, contact us within 7 days of delivery with photos of the item, the packaging and the shipping label (or a short video, if the lights are not working). If a fault appears later, within the 30-day period, contact us as well. We cover the return shipping and offer a replacement or a full refund, whichever you prefer.
Cancellations
If you need to cancel, email us immediately with your order number. If the order has not yet been dispatched we cancel it and refund you in full. Once it has been dispatched, the return process above applies.
Your Statutory Rights
Nothing in this policy reduces the rights the law of your country gives you as a consumer. Where your local law is more generous than this policy, your local law applies.
Contact
Winter Pixels
contact@winterpixels.com