Return & Refund Policy

1. Return Window

You may request a return within 14 days of receiving your item.

Requests submitted after the 14-day return window are not automatically eligible for return or refund unless required by applicable law. In limited cases, we may approve a late return as a goodwill exception subject to conditions confirmed in writing.

Once your return request has been approved, the item must be shipped back within 14 days of receiving the return instructions.

This return window does not affect your rights regarding damaged, defective, incorrect, missing, or otherwise non-conforming items.

2. How to Request a Return

Email us at support@pixiebagel.com with:

Your order number
The item(s) you wish to return
The reason for your return
Clear photos or a short video of the item, if requested by our team

Once approved, you will receive return instructions and the authorized return address. Standard returns must be arranged and shipped by the customer unless otherwise confirmed by us or required by applicable law.

Please do not send your item back before receiving written approval from our team. Unauthorized returns may be delayed, refused, or returned to the sender where permitted by applicable law.

A return processing fee may apply to standard returns. See Section 6 for details.

3. Item Condition Requirements

To be eligible for a standard return, items must be returned in original, unused, and resalable condition, including:

No signs of wear, use, stains, odors, damage, or alteration
All original tags attached, including fabric tags and ribbon tags where applicable
All original packaging included, such as dust bags, boxes, protective materials, inserts, and accessories

Items that do not meet these conditions may be refused or, where permitted by applicable law, subject to a reduced refund reflecting the documented loss in value.

Customers may inspect an item in the same reasonable manner they would in a physical retail store.

Natural variations in genuine leather, including ordinary differences in grain, texture, tone, and an initial natural leather scent, are not necessarily indications of a defect. This does not affect claims relating to damaged, defective, unsafe, materially misdescribed, or otherwise non-conforming products.

4. Required Proof Before Return Approval

Before a return is approved, we may request clear photos or a short video showing:

The overall condition of the item
All tags attached
Original packaging included, such as dust bags, boxes, or protective materials
Any reported damage, defect, incorrect item, or other issue

Return instructions and the authorized return address will be provided after review. Any requested photos or videos are intended to assist our review and do not limit rights available under applicable consumer-protection law.

5. Return Method & Responsibility

Customer-Arranged Return

For standard returns due to a change of mind, preference, color, size, style, or other non-defect reasons:

Customers are responsible for arranging and paying for standard return shipping using a carrier of their choice unless otherwise required by applicable law. We do not automatically provide prepaid return labels for standard returns.
Please do not return an item to the sender address shown on the original parcel or to any other address unless specifically instructed by our support team.
Customers are responsible for the return package until it is received by us, except where applicable law provides otherwise. We recommend using a trackable shipping method and retaining proof of postage, as we are generally not responsible for customer-arranged returns that are lost, delayed, damaged, or sent to an incorrect address.

Items must be shipped back within 14 days of receiving the approved return instructions.

For verified damaged, defective, incorrect, missing, or otherwise non-conforming items, or errors on our part, we will provide appropriate return assistance where applicable. This may include a prepaid return label or reimbursement of reasonable return shipping costs, as confirmed by our support team in writing.

6. Return Processing Fee & Shipping Costs

Return Processing Fee

For approved standard returns, a processing fee of USD $5, or the equivalent amount in your order currency, may be deducted from the refund where permitted by applicable law. This fee helps cover return administration, inspection, handling, and restocking.

The $5 processing fee applies per approved return request or return shipment, rather than per individual returned item.

The fee does not apply to verified damaged, defective, incorrect, missing, or extra items resulting from our error, or where applicable consumer law does not permit such a deduction.

Where required by applicable consumer law, or where otherwise agreed in writing by our support team based on the circumstances of the return, the processing fee may be waived or adjusted.

Refund Amount and Promotional Discounts

Refunds are based on the amount actually paid for the returned item after applicable discounts, promotional codes, credits, or order-level discounts have been allocated. The refundable amount may therefore be lower than the item’s original or listed price.

For partial returns, any order-level discount may be allocated among the items in the order, and the refund will be based on the final discounted amount allocated to the returned item. Any applicable processing fee or other lawful deduction will then be deducted from that amount. Refunds will not exceed the amount actually paid for the returned item.

Return Shipping Cost

Customers are responsible for standard, non-defect return shipping unless otherwise required by applicable law. We do not automatically provide prepaid return labels.

For verified damaged, defective, incorrect, missing, or extra items resulting from our error, appropriate return assistance will be provided at no cost to the customer where applicable. Any prepaid label, reimbursement, or other assistance will be confirmed in writing.

Original Shipping Fee

Original shipping fees are generally non-refundable unless required by applicable law. Where applicable law requires a refund of standard outbound delivery charges, the applicable standard delivery amount will be refunded. Additional charges paid for express, expedited, premium, or upgraded shipping are generally non-refundable beyond the standard delivery amount.

7. Refund Timeline

Once a returned item is received and inspected, approved refunds will be issued to the original payment method within 3–5 business days. Additional time may be required for the refund to appear depending on your bank or payment provider.

We will notify you once the refund has been processed. Where applicable law requires a different timeline, the legal timeline will apply.

8. Tracking Information

Tracking information is sent once available and usually begins updating within 2–5 business days after fulfillment, depending on the carrier and destination.

During international transit, tracking updates may be delayed while packages move between carrier networks. A temporary lack of tracking updates does not necessarily mean the order has not been shipped.

9. Damaged, Defective, Incorrect, Missing, or Extra Items

If you receive a damaged, defective, incorrect, missing, or extra item, please contact us at support@pixiebagel.com as soon as reasonably possible.

To help us review the issue, please provide where relevant:

Your order number
A description of the issue
Photos showing the overall item and close-up details of the reported issue
A short video where useful
Photos of the outer packaging, shipping label, and internal protective packaging

For reported transit damage, please retain the original shipping and protective packaging where possible. The requested evidence may be used to assess whether the issue is consistent with transit damage, a product defect, or another cause, and to support a carrier claim where appropriate.

Where certain packaging or evidence is no longer available, we will review the claim based on the information reasonably available and applicable consumer law.

Depending on the situation, we may offer:

A replacement
A repair, where available
A partial refund
A full refund
A discount
Store credit, where agreed
Return assistance or a prepaid return label

Where we require the return of a verified damaged, defective, or incorrectly shipped item, we will provide appropriate return assistance and cover applicable return-related costs. No $5 processing fee will apply to verified errors on our part.

If you receive an extra item by mistake, please contact us before sending it back. We may ask whether you are willing to assist with arranging a return, but we will not charge you for the item or require you to pay return shipping costs for an item sent in error.

10. Lost, Delayed, or Undelivered Packages

For tracking-update timing, please see Section 8.

If your tracking information shows that your package has been delivered but you cannot locate it, please first check with:

Household members, roommates, neighbors, or building management
Your mailbox, front door, package locker, safe place, or delivery area
Any reception desk, concierge, security desk, or parcel collection point

If you still cannot locate the package, please contact support@pixiebagel.com within 7 days of the delivery scan with your:

order number,
tracking number,
confirmed shipping address,
a description of the issue,
any available delivery evidence.

If a package is delayed, lost in transit, or cannot be successfully delivered, we may investigate or open a claim with the carrier. If a package is confirmed lost before delivery, we will provide an appropriate resolution, which may include replacement or refund, subject to applicable law.

For packages marked delivered but reported missing, we may review available delivery evidence including carrier scans, photographs, signatures, location data, and address information. Carrier confirmation may be considered evidence of delivery but does not limit rights that cannot legally be excluded.

Carrier delivery confirmation may be considered evidence of delivery, but it does not limit any rights that cannot be excluded under applicable law.

We are not responsible for delivery issues caused by:

An incorrect or incomplete address provided by the customer
A customer’s refusal to accept delivery
Failure to collect a parcel from a pickup location
Failure to pay applicable customs duties, import taxes, brokerage fees, or clearance charges
A delivery instruction requested by the customer, such as leaving a package with a neighbor, concierge, front desk, porch, mailbox, or designated safe place

Where permitted by applicable law, once a package has been delivered to a location specifically authorized or requested by the customer, the customer may be responsible for any loss occurring after delivery.

11. Non-Returnable Items

Unless required by applicable law, the following items are not eligible for standard return:

Personalized, customized, or made-to-order items
Gift cards
Items clearly marked as “Final Sale” before purchase
Items returned after the applicable return period
Used, worn, washed, altered, damaged, or non-resalable items
Items returned without proof of purchase or a valid order number
Items returned without required accessories, packaging, or tags where their absence materially reduces resale value

Final Sale items may still be eligible for a remedy if they are damaged, defective, incorrectly sent, or otherwise protected by applicable law.

12. Refused Deliveries, Unclaimed Packages, and Incorrect Addresses

Once an order has been shipped, it generally cannot be cancelled, as it has already entered our international shipping network.

Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout.

If a package is returned to us because:

The shipping address provided was incorrect, incomplete, or undeliverable
The package was unclaimed or not collected on time
Delivery was refused for reasons unrelated to product damage, defect, or our shipping error
Customs duties, import taxes, brokerage fees, or clearance charges were not paid by the customer
Delivery failed for reasons outside our reasonable control and unrelated to an error by Pixie Bagel

we may deduct actual and documented outbound shipping costs, return-to-sender costs, storage fees, handling costs, or reshipment-related expenses from any refund where permitted by applicable law.

Local Redelivery

If the package remains within the destination carrier’s network and an additional delivery attempt is available, any redelivery fee charged by the carrier may be the customer’s responsibility where permitted by applicable law. Where advance payment is required, the fee must be paid before we request or arrange redelivery.

Redelivery fees are based on the actual amount charged by the carrier or logistics provider. We cannot guarantee that redelivery will be available or that a carrier can hold or delay an automatically scheduled delivery attempt.

Return to Sender

If a package is returned to a carrier facility, fulfillment facility, return warehouse, or other return location for reasons attributable to the customer, actual and documented return-to-sender, reverse-shipping, storage, handling, or related logistics costs may apply where permitted by applicable law.

If reshipment is available, additional shipping charges may be required before dispatch. If the customer does not wish to pay the reshipment cost, any eligible refund will be calculated under this policy and applicable law.

No additional redelivery, return-to-sender, or reshipment charge will apply where the delivery failure resulted from an error by PixieBagel or our fulfillment process.

13. Exchanges and Goodwill Resolutions

We do not currently offer direct exchanges.

If you would like a different color, style, or item, you may place a new order after your return has been approved, or contact us before returning your item for assistance.

In some situations, we may offer a goodwill solution, such as:

A partial refund
A discount
A replacement
Store credit
A late return approved subject to specific conditions
Another mutually agreed resolution

Any goodwill offer is voluntary, will be confirmed in writing, and does not constitute an admission of liability or affect rights that cannot legally be excluded unless otherwise agreed.

14. Final Notes

We reserve the right to investigate unusual return, refund, or delivery-claim activity where there is evidence of:

Fraud or abuse
Altered or substituted items
Missing return contents
False non-delivery claims
Repeated excessive returns
Misuse of the return process

Where permitted by applicable law, we may take reasonable action, including:

Requesting additional evidence or documentation
Refusing a return that does not meet the applicable requirements
Reducing a refund to reflect documented loss of value
Applying documented shipping, redelivery, return-to-sender, reshipment, or other authorized deductions where permitted under this policy and applicable law
Limiting future return eligibility
Restricting or cancelling future orders
Investigating suspicious orders, returns, refunds, or carrier claims

Nothing in this policy excludes or limits consumer rights that cannot legally be excluded. Where applicable law provides greater protection, that law will apply.