Let’s put things right.

Start with a conversation

If something is wrong with your order, let us know promptly. Include your order number, a description of the concern and clear photos where helpful. We will investigate and discuss an appropriate remedy where applicable. Contact info@pixy.mv or +960 777 4142, quoting your order number.

Cancelling an order before delivery

Cancellation charges and deadlines are set out in our Terms and Conditions. Contact PIXY as soon as possible; cancellation must be confirmed by the team. Applicable cancellation refunds are reimbursed within 30 days of cancellation.

Returns of eligible items

The existing return window is one day from purchase. Eligible items must be unused, in the condition received and in their original packaging. A receipt or proof of purchase is required. Contact PIXY before sending anything back so we can confirm eligibility and the return arrangements.

Items excluded from ordinary returns

Perishable goods, including flowers and food, are not eligible for ordinary returns. Gift cards, intimate or sanitary goods, and hazardous or flammable goods are also excluded. Sale items are not eligible for ordinary refunds under the existing policy. These exclusions do not remove applicable rights concerning faulty, damaged or incorrectly supplied goods.

Damaged or defective items

Contact us if an item arrives damaged or defective. Exchanges under the existing policy are for defective or damaged items. We will assess the concern and advise on the appropriate next step. Do not return a perishable arrangement without first speaking to the team.

Inspection and refund decisions

When a return is received, PIXY will inspect it and notify you whether the refund is approved. Items that are not in their original condition, or have damage or missing parts unrelated to our error, may not qualify for a full refund. Approved refunds are made to the original payment method where applicable; bank processing can affect when the funds appear.

If your refund has not arrived

Check your account and contact your card provider or bank, as processing can take time. If it is still missing, contact PIXY with your order number and refund details.

Returning a gift

For an eligible return marked as a gift and sent directly to the recipient, the existing policy provides gift credit once the return is received. Otherwise, a refund goes to the purchaser. Contact us to confirm the arrangements for your order.

Return transport

For ordinary eligible returns, the customer pays return transport and shipping costs are non-refundable. If PIXY arranges the return transport, its cost may be deducted from the refund. Confirm arrangements with us first, particularly for damaged or incorrectly supplied items. Keep proof of dispatch and consider tracking for valuable items.

Your consumer rights

This policy does not affect statutory consumer rights. Read it alongside our Terms and Conditions. If PIXY cannot supply a product or an agreed substitute, the refund terms in that page apply.

Online card payments and unexpected charges

Approved card refunds are returned through the original payment method where supported by the bank. Bank processing may affect when the credit appears. The cancellation deadlines and refund conditions above still apply.

If you see an unexpected or duplicate charge, contact PIXY with your order number, amount, date and payment reference. Do not send card details. You can also contact your card issuer about a disputed transaction; contacting PIXY does not prevent you from doing so.