Refund policy
Refunds, Returns & Free Delivery Protection Policy
Current as of: 2 Jan 2026
Version: V4.2
At Pixel Burn, many products are made-to-order, personalised, or specialised equipment. Because of this, refunds and returns depend on the nature of the issue.
To keep things clear and fair, issues are handled under one of the following categories:
- Delivery-related issues (covered by Free Delivery Protection)
- Non-delivery issues (change of mind, eligibility, or product use)
Return Policy Summary
- Return window: Up to 30 days from delivery for eligible items
- Return method: Return by post
- Return shipping cost: Pixel Burn provides the return shipping label for approved returns
Important: Personalised or custom-made items cannot be returned for change of mind once design work, artwork proof preparation, or production has commenced. These items are only eligible for replacement or refund if faulty, incorrect, or not as described under applicable consumer protection laws.
Quick navigation:
- Delivery issues
- Personalised & custom products
- Laser machines & equipment
- Ready-made products
- Refund processing
- Returns approval & chargebacks
- Consumer protection laws
Delivery issues – Free Delivery Protection
All eligible orders delivered within Australia include Free Delivery Protection covering loss, damage, or theft during delivery. No additional selection is required at checkout.
Free Delivery Protection applies to eligible Australian domestic deliveries only and does not apply to international orders, including orders delivered to the United States, New Zealand, or any other country outside Australia unless otherwise stated by Pixel Burn in writing.
- Parcel lost during delivery
- Item damaged in transit
- Parcel stolen during or after delivery
How delivery issues are resolved:
Delivery-related issues are handled under our delivery protection process and are separate from standard refunds and returns.
Once approved, resolutions may include:
- Replacement of the item (preferred outcome)
- Store credit
- Refund up to the covered value, including delivery charges where applicable
No restocking fees apply to any order resolved under Free Delivery Protection.
Cases are typically resolved quickly. Claims may be lodged directly by the customer or raised by our support team on the customer’s behalf.
Fraudulent or dishonest claims are not covered. Certain restricted or dangerous goods may be excluded from delivery protection.
Personalised & custom products (non-delivery issues)
Personalised and custom products are created specifically to the customer's order details and cannot be resold.
Once an order enters the design, artwork proof preparation, or production stage, it is considered to have commenced processing.
- No change-of-mind cancellations or refunds once design work, artwork proof preparation, or production has commenced
- No refunds for spelling, layout, or design details approved in artwork proofs
- If an artwork proof is requested, production and dispatch timeframes pause until approval is received
- Delayed artwork approval may extend production or delivery timeframes
If a personalised product is faulty, incorrect, or fails to meet consumer protection standards under Australian Consumer Law, Pixel Burn will provide an appropriate resolution, which may include repair, replacement, or refund where required by law.
What is the return policy for personalised gifts in Australia?
Under the Australian Consumer Law, businesses are not required to offer a refund or replacement for 'change of mind' on personalised or custom-made goods. Because these items are uniquely personalised and created for you, they cannot be resold. However, you are always entitled to a remedy if the product is faulty, damaged, or does not match the description you provided.
Laser machines & equipment (non-delivery issues)
Laser machines and equipment may be eligible for return under the following conditions:
- 30-day return window from delivery
- The machine must be used fewer than 50 times
- Item must be in excellent condition
- Original packaging and all accessories must be included
Excluded from change-of-mind returns:
- Apparel printers
- Metal fabrication machines
60-day performance guarantee
Most laser machines include a 60-day performance guarantee. This is not a change-of-mind return.
If a machine is not performing as expected, Pixel Burn will troubleshoot, repair, or replace the machine where appropriate.
Ready-made (non-personalised) products
- 30-day return window for non-delivery issues
- Items must be unused and returned in original packaging
Aerosol & Spray Products
Aerosol and spray products, including laser marking sprays, cannot be returned due to safety regulations.
Due to transport, safety, and dangerous goods regulations, aerosol, pressurised, and spray-based products are non-refundable and non-exchangeable once dispatched unless required under applicable consumer protection laws.
Where Pixel Burn determines a resolution is appropriate, we may, at our sole discretion, offer a partial or full store credit in the form of a Pixel Burn gift card.
Refund processing
Refunds under Free Delivery Protection
Where a refund is approved due to a delivery-related issue, it is processed as part of the delivery protection resolution.
- Not subject to restocking fees
- Not subject to standard store refund timeframes
Standard refunds (non-delivery issues)
- Any approved refund will be processed only to the original payment method used at checkout
- Refunds cannot be redirected to alternative payment platforms, third-party accounts, or payment methods not used for the original transaction
- Approved refunds are processed within 5–7 business days
Returns approval, chargebacks & disputes
All return requests must be submitted to the Pixel Burn support team and approved prior to any items being returned.
Customers must contact Pixel Burn support to resolve any issue relating to delivery, product condition, returns, or refunds before initiating a chargeback or payment dispute with their financial institution.
Initiating a chargeback without first attempting to resolve the matter through Pixel Burn's support process may be considered a misuse of the chargeback system.
Pixel Burn Custom Laser Creations reserves the right, at its sole discretion, to refuse any return that does not meet the conditions outlined within this Refund and Returns Policy.
Returns will only be accepted when sent to the return address provided within the official return authorisation email issued by Pixel Burn.
Pixel Burn reserves the right to formally dispute any chargeback that conflicts with this policy. Where a dispute is raised, Pixel Burn may submit evidence, including order records, delivery confirmation, courier data, internal logs, communication records, and fraud-prevention information to the relevant payment provider, financial institution, or card network.
Where a chargeback or payment dispute is initiated while goods are retained by the customer, or where the dispute is determined to be fraudulent or intentionally misleading, Pixel Burn reserves the right to pursue recovery of funds, administrative costs, chargeback fees, and associated damages through civil proceedings and/or referral to the appropriate authorities where criminal conduct is suspected.
Consumer protection laws
Nothing in this policy limits your rights under the Australian Consumer Law.
United States orders
Eligible non-personalised items delivered within the United States may be returned within 30 days of delivery provided the item is unused and returned in its original packaging.
For approved returns relating to orders delivered within the United States, Pixel Burn will provide a return shipping label for eligible returns where the item arrives damaged, faulty, incorrect, or not as described.
Approved United States returns are returned to our Pixel Burn HQ Office in CA.
For change-of-mind returns, customer-approved artwork issues, incorrect ordering, or other non-fault-related returns, return shipping costs remain the responsibility of the customer.
New Zealand orders
Eligible non-personalised items delivered within New Zealand may be returned within 30 days of delivery provided the item is unused and returned in its original packaging.
For approved returns relating to orders delivered within New Zealand, Pixel Burn will provide a return label and pay the shipping costs of the return where the item arrives damaged, faulty, incorrect, or not as described.
For change-of-mind returns, customer-approved artwork issues, incorrect ordering, or other non-fault-related returns, return shipping costs remain the responsibility of the customer.
Customers located in New Zealand may also have rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, and Nothing in this policy limits your rights under those Guarantees.
Where applicable, Pixel Burn will repair, replace, or refund products that fail to meet acceptable quality standards, are not as described, or otherwise breach applicable consumer protection laws.
Business details
PIXEL BURN LASER PTY LTD
Trading as Pixel Burn Custom Laser Creations
ABN: 90 694 209 946
Level 19, 10 Eagle Street
Brisbane, QLD 4000, Australia
Phone: 1300 933 014
Email: support@pixelburn.com.au
