Refund Policy

Last Updated: January 2025

At The Pixel Archive, we are committed to ensuring customer satisfaction. This Refund Policy outlines the terms and conditions for returns, refunds, and exchanges for products purchased through our website at https://thepixelarchive.live.

1. Return Window

You may return most items within 30 days of the delivery date for a full refund, exchange, or store credit. To be eligible for a return, items must meet the conditions outlined in this policy.

2. Eligibility for Returns

2.1 Items Eligible for Return

To qualify for a return, your item must meet the following conditions:

• Item is in its original condition, unused and undamaged
• Item is in original packaging with all accessories, manuals, and documentation
• Proof of purchase (order number or receipt) is provided
• Return is initiated within the specified return window
• Item has not been modified or altered in any way
• All original tags and labels are attached

2.2 Non-Returnable Items

The following items cannot be returned unless they are defective or damaged upon arrival:

• Digital downloads and digital products
• Custom-made or personalized items
• Items marked as "Final Sale" or "Non-Returnable"
• Opened or used software, games, or media
• Gift cards and promotional items
• Items without original packaging or accessories
• Items damaged due to misuse or negligence

3. Defective or Damaged Items

3.1 Inspection Upon Delivery

Please inspect your order immediately upon delivery. If you notice any damage, defects, or discrepancies:

• Document the damage with photographs
• Note any issues on the delivery receipt if possible
• Contact us within 7 days with your order number and photos
• Do not discard packaging materials until you've confirmed the item is satisfactory

3.2 Resolution for Defective Items

For defective or damaged items, we will offer one of the following solutions:

• Replacement: We'll send you a replacement item at no additional cost
• Repair: For certain items, we may arrange repair or restoration
• Full Refund: If replacement is not available, we'll issue a full refund including original shipping costs
• Partial Refund: In some cases, we may offer a partial refund if you wish to keep the item

4. Return Process

4.1 How to Initiate a Return

To start the return process:

1. Contact Us: Email [email protected] or call +655866127501
2. Provide Information: Include your order number, item details, and reason for return
3. Receive Authorization: Wait for our return authorization email with instructions
4. Package Item: Securely pack the item in original packaging
5. Ship Return: Send the item to the provided return address using a trackable shipping method

4.2 Return Shipping

Customer Responsibility:

• You are responsible for return shipping costs unless the item is defective or we made an error
• We recommend using a trackable shipping method and purchasing shipping insurance
• We are not responsible for items lost or damaged during return shipment
• Keep your tracking number and shipping receipt until the return is processed

Our Responsibility:

• We will provide a prepaid return label for defective or damaged items
• We will cover return shipping costs if we shipped the wrong item
• We will arrange pickup for large or heavy items when applicable

4.3 Return Address

5. Refund Process

5.1 Refund Timeline

Once we receive your returned item:

• Inspection: We will inspect the item within 3-5 business days
• Approval: If approved, we will process your refund within 5-7 business days
• Credit: Refunds will be credited to your original payment method within 7-10 business days
• Notification: You will receive email confirmation once the refund is processed

5.2 Refund Method

Refunds will be issued using the same payment method used for the original purchase:

• Credit/Debit Card: Refunded to the original card
• PayPal: Refunded to your PayPal account
• Bank Transfer: Refunded to the original bank account
• Store Credit: Available upon request as an alternative

5.3 Refund Amount

Your refund will include:

• Full purchase price of returned item(s)
• Original shipping costs (if item was defective or we made an error)

Your refund will NOT include:

• Return shipping costs (unless item was defective)
• Original shipping costs (for change-of-mind returns)
• Customs duties or international fees (for international orders)
• Any restocking fees that may apply (see section 5.4)

5.4 Restocking Fee

A restocking fee may apply in the following situations:

• 15% restocking fee for opened vintage consoles or hardware
• 20% restocking fee for large arcade machines
• No restocking fee for defective items or our errors
• No restocking fee for unopened items in original condition

6. Exchanges

6.1 Exchange Process

If you wish to exchange an item for a different product:

1. Follow the standard return process outlined above
2. Indicate in your return request that you want an exchange
3. Specify the replacement item you'd like to receive
4. We will process the exchange once we receive and inspect your return
5. If there's a price difference, we will charge or refund accordingly

6.2 Exchange for Same Item

If you received a defective item and want the same product:

• We will ship a replacement immediately upon notification
• No need to wait for the return to be received
• We will provide a prepaid return label for the defective item
• No additional charges will apply

7. Cancellations

7.1 Order Cancellation

You may cancel your order under the following conditions:

• Before Shipment: Full refund if cancelled before order is shipped
• After Shipment: Follow standard return process once you receive the item
• Custom Orders: May not be cancellable once production has begun

7.2 How to Cancel

To cancel an order:

• Contact us immediately at [email protected]
• Provide your order number and reason for cancellation
• We will confirm cancellation and process refund if applicable

8. Partial Returns

If you received multiple items in one order and wish to return only some of them:

• You may return individual items from your order
• Refund will be calculated based on the items being returned
• If you received a multi-item discount, the refund may be adjusted proportionally
• Shipping costs may not be refundable for partial returns

9. International Returns

9.1 International Return Process

For international customers:

• Same return policy applies (30-day window)
• Customer is responsible for return shipping costs and customs fees
• Items must clear customs and be received at our facility for refund processing
• We recommend using trackable international shipping with insurance
• Mark package as "Returned Merchandise" to potentially avoid customs charges

9.2 International Refunds

For international orders:

• Original customs duties and taxes are non-refundable
• Original international shipping costs are non-refundable unless item was defective
• Refund may take additional time due to international bank processing
• Currency conversion rates at time of refund may differ from original purchase

10. Store Credit

Instead of a refund, you may choose to receive store credit:

• Bonus Value: Receive 110% of return value as store credit
• No Expiration: Store credit never expires
• Flexibility: Use on any future purchase
• Transferability: Store credit is non-transferable
• Instant Processing: Store credit is issued immediately upon return approval

11. Warranty Information

11.1 Manufacturer Warranty

Many products come with manufacturer warranties:

• Warranty terms vary by manufacturer and product
• Warranty information is included with your product
• Contact the manufacturer directly for warranty claims after the return period
• We can assist with facilitating warranty claims when possible

11.2 The Pixel Archive Guarantee

Beyond manufacturer warranties, we offer:

• Authenticity Guarantee: All collectibles are guaranteed authentic
• Quality Assurance: Items are inspected before shipping
• Functionality Guarantee: Vintage electronics are tested for functionality
• Accurate Description: Products match their descriptions

12. Special Circumstances

12.1 Lost or Stolen Packages

If your package is lost or stolen:

• Contact us within 7 days of expected delivery date
• We will file a claim with the shipping carrier
• Once claim is approved, we will send a replacement or issue a refund
• We recommend choosing signature-required delivery for valuable items

12.2 Wrong Item Received

If you received the wrong item:

• Contact us immediately with photos of the item received
• We will send the correct item at no charge
• We will provide a prepaid return label for the incorrect item
• No restocking fees or return shipping charges apply

12.3 Missing Items

If items are missing from your order:

• Check all packaging materials thoroughly
• Contact us within 7 days of delivery
• We will investigate and ship missing items or issue a partial refund

13. Refused Deliveries

If you refuse delivery of your order:

• Item will be returned to us at your expense
• Refund will be issued minus original shipping costs and return fees
• A 15% restocking fee may apply
• Please contact us before refusing delivery to discuss options

14. Contact Information for Returns

15. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our website and acceptance of orders after changes constitutes acceptance of the modified policy.

16. Questions and Assistance

If you have any questions about our Refund Policy or need assistance with a return:

• Email our customer service team at [email protected]
• Call us at +655866127501 during business hours
• Visit our FAQ page for quick answers to common questions

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