Refund policy

At Pixelmade, we’re committed to helping you deliver high-quality, custom-made products to your customers. Because everything we make is produced on demand, our return and refund process works a bit differently from traditional retail. Below is a clear, simple overview of how returns and replacements work when you use Pixelmade for fulfillment.

1. Custom Products Are Not Returnable

Every Pixelmade item is made specifically for each order.
This means we’re unable to accept returns or exchanges for:

  • Change of mind
  • Incorrect size, color, or design submitted
  • Customer preference
  • Errors in artwork supplied by the merchant

Please make sure to communicate this to your customers so expectations are clear.

2. We’re Here to Help With Defects or Issues

If something arrives damaged, defective, or incorrect due to a production error, we’re happy to fix it.

Pixelmade will replace the item or issue a refund, depending on the situation.

To file a claim:

Please email us at pixelmade@knitwise.com within 21 days of delivery with:

  • The Pixelmade order number
  • A short description of the issue
  • Clear photos of the problem

Most of the time, we do not need the item back. If a return is needed, we’ll guide you through the process.

3. What Isn’t Covered

We’re unable to offer refunds or replacements for situations such as:

  • Artwork quality issues caused by low-resolution designs
  • Slight variations in color, texture, or stitching (normal for crafted items)
  • Incorrect or incomplete shipping addresses submitted
  • Delays caused by carriers or customs

We’ll always do our best to assist, but these situations typically fall outside what we can control.

4. Your Role as the Merchant

You know your customers best! We ask that you:

  • Communicate production timelines and policies clearly
  • Verify artwork quality before ordering
  • Double-check shipping details
  • Handle customer-facing questions or concerns

Pixelmade works behind the scenes—we don’t contact your customers directly.

5. Need Support?

We’re always happy to help.
Contact us at pixelmade@knitwise.com anytime.