Refunds, Returns & Delivery Protection Policy

Current as of: 2 August 2026
Version: V5.0

At Pixel Burn, many of our products are personalised, made-to-order, produced specifically for individual customers, or consist of specialised laser equipment and supplies.

Because of this, the return and refund options available depend on the product purchased, the circumstances of the request and the nature of any issue experienced.

We understand that occasionally things do not go as expected. Where an issue arises, our priority is to assess the circumstances fairly, communicate clearly and work towards an appropriate resolution as quickly as reasonably possible.

Policy at a Glance

Personalised & Custom-Made Products

Change-of-mind cancellations, returns and refunds are not available once design work, artwork preparation, custom preparation or production has commenced. These products are created for individual customers and generally cannot be reused, restocked or resold.

Eligible Non-Personalised Products

Eligible ready-made products may be returned for change of mind within 30 days of delivery, subject to the applicable conditions outlined in this policy.

Faulty, Incorrect or Damaged Products

Product issues are assessed separately from change-of-mind returns. The appropriate resolution will depend on the nature of the issue and any applicable consumer protection requirements.

Delivery Delays & Missed Occasions

A delayed courier delivery, missed estimated delivery date or missed personal occasion does not, by itself, automatically qualify an order for cancellation or a change-of-mind refund. Pixel Burn will endeavour to work with affected customers to identify a reasonable resolution.

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1. Delivery Issues & Complimentary Parcel Protection

Complimentary Parcel Protection Coverage

Eligible Australian domestic orders include Complimentary Parcel Protection at no additional cost.

This coverage provides additional protection for eligible delivery-related incidents, including:

• Parcels lost during transit.
• Parcels stolen during or following delivery.
• Products damaged during courier transportation or handling.
• Other incidents covered under the applicable Parcel Protection conditions.

No additional selection is required at checkout for eligible orders.

Complimentary Parcel Protection applies to eligible Australian domestic deliveries unless Pixel Burn expressly confirms otherwise.

International deliveries, including orders shipped to New Zealand, the United Kingdom, the United States and other international destinations, are not automatically covered.

Claims are assessed in accordance with the applicable coverage terms, eligibility requirements and supporting evidence.

Reporting a Delivery Incident

Customers who believe their parcel has been lost, damaged or stolen may lodge a claim through our Parcel Protection portal or contact Pixel Burn Enquiries & Support for assistance.

Pixel Burn may also initiate, submit and manage a Parcel Protection claim on a customer's behalf where we reasonably determine that sufficient information or evidence exists to support a potential claim.

This may follow a customer enquiry, courier investigation, reported delivery incident or other relevant information brought to our attention.

Depending on the circumstances, an appropriate resolution may include a replacement, remake, repair where applicable, agreed store credit or refund.

No restocking fee applies to a remedy provided for an approved Parcel Protection claim.

Customer Information & Claims Administration

To investigate or administer a Parcel Protection claim, Pixel Burn may disclose relevant customer and order information to its Parcel Protection provider, claims administrators, insurers and delivery partners.

Information may include customer contact details, delivery addresses, order information, product values, courier tracking records, photographs, supporting evidence and relevant communications concerning the reported incident.

Only information reasonably necessary for the applicable claim or investigation will be disclosed, in accordance with the Privacy Act 1988 (Cth), applicable privacy requirements and our Privacy Policy.

Information provided for Parcel Protection purposes is used for claims assessment, administration, investigation, fraud prevention and resolution. It is not provided for unrelated advertising, promotional communications or marketing.

Delayed Deliveries & Parcels Remaining in Transit

Delivery delays, late or missed tracking scans, routing delays, depot congestion, customs processing and other temporary transit disruptions do not, by themselves, establish that a parcel has been lost, damaged or stolen.

An order remaining within a courier network is not automatically considered lost because an estimated delivery date has passed or tracking information has not recently updated.

These circumstances alone do not establish eligibility for a Parcel Protection claim or an automatic refund.

Where an order is delayed, Pixel Burn may contact the courier, request updated tracking information, initiate a delivery investigation, arrange redelivery where available or take another reasonable step to establish the parcel's location and assist with delivery.

Issues relating specifically to an upgraded Express, Premium or Overnight Delivery service may be assessed separately from the underlying product order.

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2. Delivery Estimates, Courier Reliability & Missed Occasions

Delivery Estimates Provided in Good Faith

Pixel Burn recognises that customers rely on the delivery information provided on our website when deciding whether to place an order.

We make every reasonable effort to provide accurate, reliable and up-to-date estimated delivery information in good faith.

Our website integrates in real time with trusted third-party courier networks to calculate estimated delivery dates and transit timeframes using the information available at the time of checkout.

These estimates may take into consideration the selected shipping service, delivery destination, courier network availability, transit timeframes, dispatch schedules and relevant operational requirements.

Pixel Burn also actively monitors courier network conditions, including reported congestion, transport disruptions and operational delays.

Where relevant information is available, known network conditions are taken into account when calculating or updating the delivery estimates displayed to customers.

Our courier integrations and delivery estimation systems are subject to strict daily monitoring, maintenance and verification by our IT Support Team to maintain the security and good order of our courier integrations and associated systems.

These procedures are intended to identify technical issues, outdated courier information, integration errors and discrepancies that could affect the reliability of the information presented to customers.

Further information about our courier network monitoring, delivery estimation procedures and monthly delivery performance statistics is published in our Delivery, Shipping & Protection Policy.

Estimated Delivery Dates Are Not Automatic Guarantees

Despite our monitoring procedures, estimated delivery dates may change due to courier network conditions, production requirements, artwork approvals, stock availability, payment verification, transport interruptions and other circumstances affecting fulfilment or delivery.

Website representations such as "Get it within 1 day", "Get it within 2–3 days", "Arrives tomorrow" or similar delivery predictions are estimates based on the information available when generated.

These representations do not, by themselves, constitute a guaranteed delivery commitment by Pixel Burn.

Where Pixel Burn expressly issues a formal delivery guarantee, the terms of that guarantee will be considered separately.

Birthdays, Weddings, Celebrations & Other Important Occasions

We understand that many Pixel Burn products are purchased for important occasions, including birthdays, weddings, anniversaries, graduations, corporate events, celebrations and other time-sensitive events.

We also recognise how disappointing it can be when a delivery does not arrive within the timeframe a customer expected.

However, where an order has been correctly produced and dispatched, a delay within a third-party courier network resulting in delivery after an intended occasion does not, by itself, constitute grounds for order cancellation or a change-of-mind refund.

A customer's decision that a product is no longer required because an intended occasion or estimated delivery date has passed does not automatically invalidate the order.

Customers requiring an order for a specific event or deadline are encouraged to contact our team as early as possible to discuss the delivery options available.

The Nature of Personalised Products

Personalised gifts are created specifically for individual customers and generally cannot be reused, restocked or resold.

Preparing a personalised order may involve substantial staff time, including individual design preparation, artwork development, engraving, assembly, quality control and other production processes.

Depending on the complexity of the product, these processes can require several hours of work by our team.

For this reason, where a personalised product has been correctly prepared or produced, a missed estimated delivery date or personal occasion does not automatically establish eligibility for a change-of-mind cancellation or refund.

Our Commitment to Finding a Reasonable Resolution

Pixel Burn understands that a delivery delay can be frustrating, particularly where an order was intended for an important occasion.

We will always endeavour to work with affected customers in good faith to explore a fair and reasonable resolution, taking into consideration the circumstances of the order, its production status, the nature of the delivery delay and the options reasonably available.

Depending on the circumstances, this may include contacting the courier, initiating an investigation, requesting an updated delivery timeframe, exploring alternative delivery arrangements or considering an appropriate goodwill resolution.

Our aim is to approach these situations fairly while recognising the work already undertaken to prepare personalised products and the circumstances affecting the customer.

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3. Product Issues, Assessment & Resolutions

Reporting a Product Issue

If you believe an item is faulty, incorrect, damaged or not as described, please contact Pixel Burn Enquiries & Support with sufficient information for our team to review the concern.

Depending on the product and nature of the issue, we may reasonably request photographs, videos, measurements, packaging, personalisation details, approved artwork, troubleshooting information or inspection of the affected item.

Pixel Burn may assess the reported issue before determining the appropriate resolution.

Minor Product Issues

Where an issue is minor and can reasonably be corrected, repaired, remade or otherwise resolved within a reasonable timeframe, Pixel Burn may first provide that resolution where permitted by applicable law.

Major Product Issues

Where a product has a major failure or the circumstances otherwise give the customer the right to choose a remedy under applicable consumer protection law, Pixel Burn will provide the remedy required by that law.

Available Resolutions

Depending on the circumstances, an appropriate resolution may include:

• Correction of an identified issue.
• Repair.
• Remake.
• Replacement.
• Store credit where agreed.
• Partial refund or price adjustment.
• Full refund where appropriate or required.
• Another reasonable resolution agreed between Pixel Burn and the customer.

Unless otherwise agreed or required by applicable law, remedies relating to the same issue are alternatives and are not automatically provided in addition to one another.

Providing a remake, replacement, refund, store credit or another resolution does not automatically establish an entitlement to additional complimentary products, further refunds or duplicate compensation for the same issue.

Retaining & Returning Affected Products

Customers should retain the affected product and any relevant packaging while an issue is being assessed, until Pixel Burn confirms whether inspection, additional evidence or a return is required.

Where the applicable resolution involves returning the original product, Pixel Burn may request its return before or as part of completing a replacement, remake or refund, where lawful and reasonably practicable.

Where Pixel Burn is responsible for reasonable return costs, we will provide appropriate return arrangements or reimburse those costs as required.

If Pixel Burn confirms in writing that the affected product does not need to be returned, the customer may retain or dispose of the item as instructed.

Goodwill Resolutions

Pixel Burn may occasionally provide additional assistance or accommodation as a gesture of goodwill.

This may include upgraded shipping, expedited production, a complimentary remake or replacement, store credit, a discount or another reasonable arrangement.

Goodwill arrangements are provided on the terms communicated when offered and do not constitute an automatic admission of liability or entitlement to additional products, refunds, credits or compensation.

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4. Personalised & Custom-Made Products

Change-of-Mind Cancellations & Returns

Personalised and custom-made products are produced using the names, dates, wording, artwork, designs, photographs, specifications or other information supplied for an individual order.

These products are generally unsuitable for resale because they have been prepared specifically for the original customer.

Once design work, artwork proof preparation, custom preparation or production has commenced, change-of-mind cancellations, returns and refunds are not available.

This includes circumstances where a customer no longer requires the product, changes their mind about the design or wishes to cancel after preparation has begun.

Customer-Supplied Personalisation Details

Customers are responsible for ensuring that information provided with their order is accurate and complete.

This includes names, spelling, dates, wording, artwork, photographs, layouts and other personalisation instructions.

Where an artwork proof has been supplied, customers are responsible for carefully reviewing its contents before providing approval.

An issue appearing exactly as shown in artwork approved by the customer will not ordinarily constitute a production error by Pixel Burn.

Where a completed product materially differs from the approved artwork or ordered specifications due to an error attributable to Pixel Burn, the matter will be assessed under the Product Issues section of this policy.

Artwork Proofs & Production Approval

Where a customer requests an artwork proof, production will not commence until the required approval has been received.

Pixel Burn aims to provide requested proofs on the same business day wherever reasonably possible, depending on operational requirements.

Delays in providing approval may affect production eligibility, same-day dispatch and estimated delivery timeframes.

Selecting Express, Premium or Overnight Delivery does not override outstanding design approvals or reduce the production work required before dispatch.

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5. Laser Machines & Equipment

Voluntary 30-Day Change-of-Mind Returns

Eligible laser machines and equipment may be accepted for a voluntary change-of-mind return within 30 days of delivery, provided all applicable return conditions are satisfied.

To qualify:

• The return request must be made within 30 days of delivery.
• The machine must have been used fewer than 50 times.
• The machine must remain in excellent condition.
• All original packaging must be retained and included.
• All supplied accessories, components, cables, tools, documentation and other included items must be returned.
• The equipment must not have been modified, damaged, misused or improperly installed.

All return requests remain subject to assessment against these conditions.

Equipment Excluded From Voluntary Returns

The following are excluded from voluntary change-of-mind returns:

• Apparel printers.
• Metal fabrication machines.
• Equipment expressly identified as non-returnable before purchase.

60-Day Performance Guarantee

Most eligible laser machines include a 60-day performance guarantee intended to provide support where equipment does not perform as reasonably expected.

Depending on the nature of the issue, Pixel Burn may provide troubleshooting, technical support, adjustments, repair, replacement or another appropriate resolution.

The 60-day performance guarantee is not an unconditional change-of-mind refund entitlement.

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6. Ready-Made & Non-Personalised Products

Voluntary 30-Day Returns

Eligible ready-made and non-personalised products may be returned for change of mind within 30 days of delivery.

To qualify:

• The return request must be submitted within 30 days of delivery.
• The product must be unused.
• The product must remain in resalable condition.
• Original packaging, accessories and supplied components must be included where applicable.
• The product must not be excluded from voluntary change-of-mind returns.

For approved voluntary returns, the customer is responsible for return shipping costs unless Pixel Burn expressly agrees otherwise.

Aerosol, Pressurised & Spray Products

Aerosol and spray products, including laser marking sprays and other dangerous or restricted goods, cannot be returned for change of mind once dispatched due to applicable transport, safety and dangerous goods handling requirements.

This includes products such as CerMark, Brilliance and other comparable laser marking sprays.

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7. Refund Processing

Approved Refunds

Where a refund has been approved:

• Refunds are generally returned to the original payment method used for the transaction.
• Refunds cannot ordinarily be redirected to unrelated payment methods, third-party accounts or alternative payment platforms.
• Pixel Burn aims to action approved refunds within 5–7 business days, unless a different timeframe is required by applicable law.
• Once processed by Pixel Burn, additional time may be required for the customer's bank, card issuer or payment provider to make the funds available.

Where another refund arrangement is agreed or required, the applicable arrangements will be communicated to the customer.

Refund Amounts

The amount refunded will depend on the circumstances of the request, the affected products, applicable shipping or other charges, services already properly provided and the relevant refund entitlement.

Where a full refund is required under applicable consumer protection law, Pixel Burn will not substitute store credit unless the customer agrees.

Duplicate Refunds & Reimbursements

Where an amount has already been refunded, reversed, credited, reimbursed or otherwise recovered through another payment or dispute process, Pixel Burn is not required to issue a duplicate reimbursement for the same amount unless legally required.

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8. Returns Approval, Payment Disputes & Chargebacks

Return Authorisation

Customers should contact Pixel Burn before returning a product so our team can assess the request and provide the appropriate return instructions and return address.

Unauthorised voluntary change-of-mind returns may be refused where they do not meet the conditions of this policy.

Customers are encouraged to retain their return tracking details and any relevant proof of lodgement.

Payment Disputes & Chargebacks

We encourage customers to contact Pixel Burn before initiating a payment dispute or chargeback so that our team has an opportunity to investigate the concern and provide an appropriate resolution.

Where a chargeback or payment dispute is raised, Pixel Burn reserves the right to respond to or formally dispute the claim where appropriate.

Relevant evidence may include order details, payment records, production information, approved artwork, delivery confirmations, tracking records, return information and customer communications.

A payment dispute, reversal, refund, replacement, store credit or other resolution does not automatically create an entitlement to duplicate reimbursement or additional remedies for the same issue.

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9. International Orders

New Zealand

Eligible non-personalised products delivered to New Zealand may be returned under Pixel Burn's voluntary 30-day return policy, provided the product remains unused, eligible for return and in appropriate condition.

Customers are responsible for voluntary change-of-mind return shipping costs unless Pixel Burn agrees otherwise.

Where Pixel Burn is responsible for a faulty, damaged, incorrect or materially misdescribed product and the return cost, appropriate return arrangements will be provided.

The New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986 apply where relevant to the transaction.

United Kingdom

For eligible non-personalised goods purchased online and delivered to the United Kingdom, customers may notify Pixel Burn of their intention to cancel within 14 days after receiving the goods where applicable UK distance-selling cancellation rules apply.

Following notification, eligible goods must be returned within the applicable return period.

Refunds for eligible cancellations will be processed in accordance with applicable UK requirements.

Personalised UK Orders

The ordinary UK change-of-mind cancellation right does not generally apply to goods made to a customer's specifications or clearly personalised.

Where a UK cancellation right applies and the customer selected a delivery service above the standard delivery option, any refund of delivery charges will be calculated according to applicable UK law.

United States

Eligible non-personalised products delivered within the United States may be returned within 30 days of delivery under Pixel Burn's voluntary return policy, provided the applicable eligibility, condition and packaging requirements are met.

Where a product arrives faulty, damaged, incorrect or not as described and Pixel Burn accepts responsibility for the return, appropriate return arrangements will be provided.

For voluntary change-of-mind returns, customer-approved artwork issues, incorrect ordering or other non-fault-related returns, return shipping costs remain the customer's responsibility unless Pixel Burn agrees otherwise.

Approved returns must be sent to the return location specified in the return authorisation.

Other International Destinations

Where Pixel Burn has manually approved shipping to a country not ordinarily available through website checkout, return requests will be assessed according to the product, reason for return, applicable quotation or invoice terms, available international freight arrangements and any mandatory consumer protection requirements.

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10. Consumer Protection Laws

Nothing in this policy excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot lawfully be excluded, restricted or modified.

Australian Consumer Law

Australian customers may be entitled to remedies under the Australian Consumer Law where goods or services fail to meet applicable consumer guarantees.

The available remedy depends on the circumstances and whether the failure is major or minor.

Pixel Burn's voluntary return arrangements, Complimentary Parcel Protection, equipment performance guarantees and goodwill resolutions operate in addition to any mandatory consumer rights.

Further information is available at:

www.consumerlaw.gov.au

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11. Business Details

PIXEL BURN LASER PTY LTD
Trading as Pixel Burn Custom Laser Creations

ABN: 90 694 209 946
ACN: 694 209 946

Level 19, 10 Eagle Street
Brisbane QLD 4000
Australia

Phone: 1300 933 014
Email: enquiries@pixelburn.com.au

For information about shipping methods, courier monitoring, estimated delivery dates and monthly on-time delivery performance, please refer to our Delivery, Shipping & Protection Policy.