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Return & Refund Policy

At Pixel Electric Company Limited, we are committed to ensuring our customers are completely satisfied with their purchases. This policy outlines the procedures for returning products and requesting refunds, ensuring a smooth and transparent process.

1. Eligibility for Returns

Products may be eligible for return under the following conditions:

  • The product is defective, damaged, or does not match the description at the time of purchase.
  • The return request is made within 7–14 days from the date of delivery (depending on the product type).
  • The product is returned in its original packaging, along with all accessories, manuals, and any free gifts included in the purchase.

Note: Certain items, such as consumables, perishable goods, or custom-made products, may not be eligible for returns. Please check the product description for any exceptions.

2. Return Process

To initiate a return, please follow these steps:

  1. Contact our Customer Support team at info@pixelelectric.com or call +254 722 333 997 with your order details and reason for return.
  2. Our team will verify your request and provide instructions for returning the item.
  3. Pack the item securely in its original packaging to prevent damage during transit.
  4. Ship the product back to Pixel Electric using our preferred delivery options or a trusted courier.

Important: Customers are responsible for the shipping cost of returned items unless the product is defective or the return is due to an error on our part.

3. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved:

  • Refunds will be processed to the original payment method used during purchase.
  • Refunds may take 5–10 business days to reflect, depending on your bank or payment provider.

Partial Refunds:
Partial refunds may be issued in cases where:

  • The product is used or damaged beyond normal inspection.
  • Items are missing from the original packaging.

4. Exchanges

If you wish to exchange a product instead of requesting a refund:

  • Exchanges are subject to product availability.
  • Contact our Customer Support team to arrange an exchange.
  • Shipping costs for exchanges may apply, depending on the reason for the exchange.

5. Non-Returnable Items

The following items are not eligible for return or refund:

  • Consumables or perishables (e.g., batteries, cables, or other small electrical components).
  • Customized or tailor-made equipment.
  • Items purchased during clearance or final sale promotions (unless defective).

6. Damaged or Defective Items

If your order arrives damaged or defective:

  • Contact our Customer Support immediately with photos of the product and packaging.
  • Pixel Electric will provide instructions for replacement or repair.
  • We may arrange for pickup of the damaged item at no cost to the customer.

7. Contact Information

For any questions regarding returns or refunds, please reach out to:

Customer Support
Email: [info@pixelelectric.com]
Tel: +254 722 333 997

Our team is committed to resolving all issues promptly and ensuring a satisfactory shopping experience for our valued customers.