Change of mind
The customer no longer wants a correctly made album after custom production has started or the album has arrived.
Refund Policy
Clear policy for handmade custom albums.
Pixmig albums are made to order, based on the product, size, cover, images, and options you choose. Because each album is custom-made, change-of-mind rules differ from those for ordinary ready-made products.
Custom madeEach album is produced specifically for the order.
Issue reviewDamage, defects, and delivery problems are reviewed fairly.
Mandatory rightsApplicable consumer rights are not excluded by this policy.
Main policy
Custom-made albums are not ordinary returnable products.
All Pixmig albums are handmade to order. The final product is based on your selected album type, size, cover option, materials, personal details, image files, and order choices.
Because these goods are made to your specifications or clearly personalized, ordinary change-of-mind withdrawal may not apply under applicable law. Pixmig generally cannot accept change-of-mind returns after production has started.
This rule does not apply to products that are faulty, damaged, misdescribed, made incorrectly by Pixmig, or not delivered. Nothing in this policy limits consumer rights that cannot legally be excluded.
Before production starts
If you need to cancel or change an order, contact us immediately. If production has not started, Pixmig will review whether cancellation or changes remain possible.
After production starts
Once printing, binding, cover preparation, personalization, or material use has begun, a change-of-mind cancellation may no longer be possible, subject to rights that apply by law.
After delivery
A correctly made custom album is generally not returnable only because the customer changed their mind, selected the wrong option, or no longer wants it. Faults, damage, misdescription, and Pixmig errors are handled separately.
Usually not refundable
Situations normally outside change-of-mind refunds.
These examples concern customer-provided choices and files. They do not remove remedies for a Pixmig error, a product that does not match its description, a defect, damage, or rights required by applicable law.
Wrong option selected
The customer selected the wrong size, cover, material, text, or product option and Pixmig produced the order correctly.
Source-image limitations
A print limitation is caused by a customer-supplied screenshot, compressed image, or poor source file rather than a production defect.
Address mistakes
Reasonable redelivery, return, or recovery costs caused by an incorrect or incomplete customer-provided address may be charged where the law permits.
Eligible issue review
When something is genuinely wrong, we review it.
For delivery damage, a production defect, an incorrect or misdescribed product, or a missing shipment, contact Pixmig promptly with the available details and evidence.
Damaged during delivery
If the package or album arrives damaged, keep the available packaging and send photos of the outer box, inner protection, and damaged area. When Pixmig arranged delivery, Pixmig will handle the carrier claim and provide the remedy required by applicable law.
Defective, incorrect, or misdescribed product
If the album has a production defect, differs from the confirmed order, or does not match its description, Pixmig will assess the report and provide an appropriate remedy. Depending on the issue and applicable law, this may be repair, replacement, price reduction, partial refund, or full refund.
Lost or undelivered shipment
Pixmig may open an investigation with the carrier, but the customer is not expected to resolve a Pixmig-arranged shipment directly with DHL. Pixmig will provide the solution required by the delivery terms and applicable law.
How to report an issue
Send the right information from the beginning.
Clear information helps Pixmig review the issue faster. Photos and packaging are useful evidence, but their absence does not automatically remove mandatory rights where they are unavailable.
Keep available packaging
Keep the outer box, inner protection, labels, and packaging until the issue has been reviewed, where practical.
Take clear photos
Photograph the package, album, and specific issue from multiple angles.
Contact Pixmig
Send the order number, checkout email, explanation, and available photos through the contact page.
FAQ
Refund policy questions.
Can I return a custom Pixmig album?
A correctly made album produced to your specifications is generally not returnable only because you changed your mind. This does not affect rights for a faulty, damaged, misdescribed, incorrectly made, or undelivered product.
Can I cancel my order?
Cancellation may be possible before production starts. Contact Pixmig immediately if you need to change or cancel an order. Once custom production begins, change-of-mind cancellation may no longer be possible, subject to applicable law.
What if my album arrives damaged?
Keep the available packaging, take clear photos, and contact Pixmig with the order details. When Pixmig arranged delivery, Pixmig will handle the carrier claim and provide the remedy required by applicable law.
What if there is a defect or the album is incorrect?
If the album is defective, differs from the confirmed order, or does not match its description, Pixmig will assess the report and provide an appropriate remedy such as repair, replacement, price reduction, or refund where applicable.
What if my shipment is lost or not delivered?
Pixmig may investigate with the carrier, but the customer is not expected to resolve a Pixmig-arranged shipment directly with DHL. Pixmig will provide the solution required by the delivery terms and applicable law.
Are customs or import fees refundable?
Customs duties, import taxes, VAT, handling fees, and similar charges are controlled by the destination authority or courier. Refund or recovery eligibility depends on local rules and may need to be requested from that authority or courier.
Does this policy limit my legal rights?
No. Nothing in this policy limits consumer rights or remedies that cannot legally be excluded under the law that applies to the order.
Need help with an order?
Contact us before sending anything back.
Contacting support first lets Pixmig confirm the correct return or evidence instructions. This request does not limit mandatory rights or applicable legal time limits.
What to include
Send your order number, checkout email, a short explanation, and any photos or documents available for the claim.