Refund policy

Last updated: 27 September 2026

We want you to be happy with your Pixelbrick. This page explains when returns and refunds are possible. 💛

1) Custom Pixelbrick — no returns / no refunds

Custom Pixelbrick sets are made to your specifications from your photo and design. They are clearly personalised products.
Therefore:
  • there is no statutory 14-day withdrawal (cooling-off) right, and
  • Custom orders are non-refundable and cannot be returned for a change of mind, dislike of the result, or similar reasons.
By placing a Custom order you acknowledge this.

Exceptions (still covered): if we made a mistake (wrong size shipped, missing parts, damaged in transit, or a lack of conformity under the legal guarantee), contact us and we will fix it — replacement, missing parts, or refund, as appropriate. That is separate from “change of mind” returns.

2) Pixelbrick Mini and other non-personalised products

For Pixelbrick Mini and other non-personalised products you may return the order within 30 days after receiving it, provided:
  • the product is in its original condition, unused and undamaged, and
  • everything is complete (baseplates, bricks, tool, etc.).
Tip: if you opened the product, please return parts neatly (e.g. bricks sorted by colour in bags).

This 30-day period includes your statutory 14-day withdrawal right for non-personalised goods.

3) Registering a return (Mini / non-personalised only)

Email contact@pixelbrick.nl with:
  1. your order number
  2. the reason for the return
After approval you will receive return instructions. Returns sent without prior registration cannot be processed.

4) Return costs

- Our mistake (damaged, incorrect, missing parts): we solve it free of charge.
- Other approved returns (Mini / non-personalised): return shipping is at your expense, unless we agree otherwise in writing.

5) Damaged or missing parts (all products)

Check your order on receipt. Something damaged or missing? Email us, preferably within 48 hours, with photos — we will arrange a solution quickly.

6) Refunds (where a return applies)

After we receive and check an approved return, we refund via the original payment method, as soon as possible and no later than 14 days after we are informed of the return (we may wait until we have the goods back or proof of shipment).

7) Exchanges

Want something else? For Mini / non-personalised: return and place a new order. Custom sets cannot be exchanged for a change of mind.
Questions: contact@pixelbrick.nl