Refund policy

If your order is shipped into the European Union, you have a 14-day statutory right to cancel under EU consumer law.

You may cancel or return your order within 14 days, for any reason and without explanation.
To do so, contact us at info@pixielandfamiliars.com within 14 days of receiving your item.

To qualify for a refund:

Items should be returned in the condition you received them.
You may handle and inspect the item as you would in a shop, but if the item is used beyond this, we may reduce the refund to reflect any loss in value.
Where possible, items should include original packaging and tags.
Proof of purchase (receipt or order confirmation) is required.

If the return is due to a defect, damage, or our mistake, we will cover the return costs.
In other cases (such as a change of mind), you are responsible for the return shipping costs.

Please inspect your order upon delivery. If the item is defective, damaged, or the wrong product, contact us right away so we can make it right.

Certain items cannot be returned:

If you’re unsure whether your item qualifies, contact us before purchasing.

The fastest way to get what you want is to return your item and make a new purchase once your return is accepted.

Once we receive and inspect your return, we’ll notify you whether your refund is approved.
If approved, we will refund you using your original payment method.
Refunds will be processed within 14 calendar days of either receiving the goods back or proof of their return.
Please note: your bank or card provider may take additional time to post the refund.
If more than 15 business days have passed since approval and you haven’t received your refund, contact us at info@pixielandfamiliars.com.

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