Refund & Returns Policy

Last updated: 29 August 2026

At AirPixel, we want you to be happy with your purchase. If there is a problem with your order, please contact us and we will do our best to resolve it quickly and fairly.

This policy applies to purchases made through the AirPixel website and does not affect your statutory rights under UK consumer law.

1. Faulty, damaged or incorrect items

If your item arrives faulty, damaged, defective, or is not as described, please contact us as soon as possible.

Depending on the circumstances, we may offer a:

• Replacement
• Repair, where appropriate
• Refund
• Partial refund

Please contact us with your order number and, where helpful, photographs of the item or packaging so that we can investigate the issue.

If an item is confirmed to be faulty or incorrect, we will cover any reasonable return postage costs where applicable.

Your statutory rights are not affected by this policy.

2. Changing your mind

For standard, non-personalised products purchased online, you generally have the right to cancel your order within 14 days of receiving the goods, without having to give a reason.

If you wish to cancel, please contact us within 14 days of receiving your order.

After notifying us of your cancellation, you should return the item within 14 days.

Returned items should be in an appropriate condition and must not have been unnecessarily used, damaged or altered beyond what would reasonably be necessary to inspect the item.

Where applicable, we may reduce a refund to reflect any loss in value caused by unnecessary handling of the item.

Unless the item is faulty, damaged or incorrect, the cost of returning an unwanted item is normally the customer's responsibility.

Where a refund is due following a valid cancellation, we will refund the standard delivery charge originally paid. If you selected a more expensive delivery service, we will refund the equivalent of our standard delivery charge.

3. Personalised and custom-made products

Many AirPixel products are personalised or made specifically to the information supplied by the customer.

Examples include products containing:

• Operator IDs
• Flyer IDs
• Names
• Telephone numbers
• Custom text
• Customer-specific designs or information

Because these products are made specifically for you, the normal 14-day change-of-mind cancellation right does not generally apply to personalised or bespoke products.

However, personalised or custom-made products are still covered by your statutory rights.

If your personalised item is faulty, damaged, incorrectly produced, or does not match the information you provided to us, please contact us and we will put this right.

Please check your details carefully

When ordering a personalised product, please carefully check all information entered at checkout before completing your order.

AirPixel will reproduce the information supplied by the customer. If an incorrect spelling, number, name, Operator ID or other information is entered by the customer, the product may need to be reordered.

If AirPixel has made an error when producing your personalised item, please contact us and we will work with you to resolve the issue.

4. Items damaged after delivery

We cannot accept responsibility for damage caused by misuse, accidents, modifications or normal wear and tear.

This does not affect your statutory rights where the underlying problem was present when the goods were supplied.

5. Delivery problems and lost parcels

If your order does not arrive within the expected delivery timeframe, please contact us.

We will investigate the delivery with the relevant postal or delivery service and work with you to resolve the issue.

The fact that an order has been handed to a delivery company does not remove your statutory rights. Where AirPixel remains responsible for the delivery, we will take reasonable steps to resolve the issue.

Please contact us before placing a claim or chargeback so that we have an opportunity to investigate and help.

6. How to request a return or refund

Please contact us before returning an item.

Include:

• Your name
• Order number
• The product concerned
• The reason for the return
• Photographs, where relevant

We will then provide the appropriate instructions for returning the item.

Please do not send products back without contacting us first, as this may delay the processing of your return.

7. Refunds

Once we have received and assessed a returned item, we will process any refund due as soon as reasonably possible.

Where a statutory cancellation applies, refunds will normally be made within the timescale required by law.

Refunds will normally be made using the original payment method.

8. Sale items

Sale and discounted products have the same statutory consumer rights as products sold at full price.

Any voluntary returns policy offered by AirPixel may have additional conditions, but nothing in this policy limits your legal rights.

9. Your statutory rights

Nothing in this policy affects your rights under UK consumer law.

Goods supplied by AirPixel should be as described, of satisfactory quality and fit for their intended purpose. Where the law provides a right to a repair, replacement, refund or other remedy, this policy does not remove or restrict that right.

If you have a problem with an order, please contact us and we will always try to resolve it fairly.

10. Contact us

If you need help with a return, refund or faulty product, please contact AirPixel through our website's contact page.

Please include your order number wherever possible so that we can deal with your enquiry quickly.