Terms of Service

Current as of: 4 June 2026 • Version: V2.0

These Terms of Service apply when you access the Pixel Burn website, place an order, purchase a product, request custom work, or otherwise use our services.

By using our website or placing an order with Pixel Burn, you agree to these Terms together with any other policies, product conditions, or terms expressly referenced during your purchase.

Terms at a glance

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1. Definitions

• “Pixel Burn”, “we”, “our” or “us” refers to Pixel Burn Laser Pty Ltd trading as Pixel Burn Custom Laser Creations.
• “You” or “your” refers to the person accessing our website, placing an order, purchasing a product, or otherwise using our services.
• “Services” includes our website, online store, personalised products, laser engraving services, custom work, laser supplies, equipment, and related services.
• “Personalised product” means a product made, engraved, printed, configured, or otherwise prepared using information, artwork, text, images, specifications, or selections provided for your order.
• “Website” or “Site” means www.pixelburn.com.au and associated online services operated by Pixel Burn.
• “Terms” means these Terms of Service and any policies expressly incorporated by reference.

2. Our services

Pixel Burn provides personalised gifts, laser-engraved products, custom-made items, laser blanks and supplies, laser equipment, and related products and services.

We reserve the right, where permitted by law, to refuse service, limit quantities, restrict access to products, discontinue products, or change product availability.

Products, services, prices, promotions, availability, specifications, and features may change from time to time without prior notice.

3. Product descriptions, images & information

We take reasonable care to ensure that product descriptions, photographs, specifications, pricing, availability, production information, and other website content are accurate.

However, genuine errors, omissions, technical issues, or outdated information may occasionally occur.

Where an error materially affects an order, Pixel Burn may take reasonable steps to correct the information and contact you regarding any action required.

Colours, materials, engraving appearance, grain, natural variations, screen displays, and other product characteristics may vary where this is inherent to the product or material.

Product descriptions

We reserve the right to correct inaccurate information, update product specifications and amend website content where reasonably necessary.

Product images & representations

Product photographs, illustrations, mock-ups and digital representations demonstrate the general appearance and characteristics of our products. Actual products may vary slightly because of screen settings, manufacturing tolerances, natural material characteristics, colour, grain, finish, engraving contrast, positioning and customer-selected personalisation. Minor variations inherent to a material or manufacturing process do not necessarily constitute a defect.

4. Orders & payment

By placing an order, you confirm that the information you provide is accurate, complete, and sufficient for us to process and fulfil your order.

We accept eligible payment methods displayed during checkout, which may include credit and debit cards, PayPal, Afterpay, Zip, bank deposit, and other payment methods made available from time to time.

Unless expressly stated otherwise, prices displayed on our Australian store are in Australian dollars and include GST where applicable.

Payment authorisation & capture

Where delayed payment capture applies, your financial institution may temporarily reserve or place a hold on the authorised amount. This may appear as a pending transaction.

Pixel Burn may capture an authorised payment when your order reaches the relevant stage of fulfilment or dispatch, or earlier where reasonably necessary to complete payment within the applicable authorisation period.

Some payment methods do not support delayed capture and may instead process or charge payment when the order is placed or when the applicable payment provider completes processing.

If an authorised payment cannot be successfully captured, we may place the affected order on hold and contact you regarding payment before the order can proceed.

If an authorisation is released or voided before capture, the authorised amount has not been processed by Pixel Burn as a completed payment. The time taken for the pending authorisation to disappear from your account is determined by your bank, card issuer, or payment provider.

Promotional discounts, exclusions & withdrawal

Pixel Burn may offer promotional discounts, discount codes, special pricing, automated offers and other promotional incentives through our website, email, SMS, social media, advertising campaigns or other communication channels.

Promotional offers are subject to eligibility requirements, product exclusions, availability and applicable conditions.

Unless expressly included in an offer or specifically authorised by Pixel Burn, promotional discounts generally exclude laser machines, laser equipment, laser accessories, laser materials, supplies and other products designated as excluded.

These general exclusions may apply even where an individual email, SMS, advertisement or automated communication does not repeat them, subject to the particular offer and applicable law.

Pixel Burn reserves the right to amend, suspend, withdraw or discontinue any promotional offer or discount code at any time for future purchases.

We may investigate and correct discounts where we reasonably determine that:

• a discount was incorrectly applied due to a technical, administrative or system error
• an automated email, SMS or other communication incorrectly included or omitted product eligibility information
• a discount was applied to an excluded product or category
• the discount was not intended for the relevant product, customer or transaction
• multiple discounts were combined contrary to the offer conditions
• a discount code was used fraudulently, manipulated or distributed without authorisation

Receiving a promotional communication does not automatically establish eligibility for every product sold by Pixel Burn.

If a genuine promotional error is identified after an order is submitted, Pixel Burn may review the transaction and, where authorised, offer the customer the option to proceed at the correct price or cancel the affected order. Any payment collected for cancelled products will be refunded.

Pixel Burn is not required to honour a discount arising from a genuine error where it has a lawful right to correct or withdraw the offer.

5. Pricing errors & order processing

While we take reasonable care to ensure pricing is accurate, genuine pricing, promotional, technical, or system errors may occasionally occur.

The creation of an order, issue of an automated order confirmation, payment authorisation, or payment capture does not prevent Pixel Burn from taking reasonable action to address a genuine pricing or system error where permitted by law.

If a genuine pricing error is identified before production or dispatch, we will contact you as soon as reasonably practicable.

Where permitted by law, available options may include proceeding with the order at the corrected price or cancelling the affected item or order.

If an affected order is cancelled after payment has been captured, the applicable amount will be refunded to the original payment method unless another method is agreed or required by law.

If payment has only been authorised and has not been captured, the authorisation may instead be released or voided rather than processed as a refund.

Pricing errors may arise through manual input, software integrations, automated discounts, third-party systems or administrative mistakes. Updated product prices generally apply to future transactions and do not automatically change the agreed price of an accepted order.

6. Custom orders & artwork proofs

Many Pixel Burn products are personalised or made specifically for your order and may move into design, preparation, or production shortly after the order is placed.

Artwork proofs

Where an artwork proof is requested or selected, a design proof will be provided for approval before production commences.

You are responsible for reviewing the artwork proof carefully, including names, dates, spelling, wording, placement, layout, and other personalisation details.

Where revisions are available, you may request changes before final approval and production.

Production will not commence until the required approval has been received.

Orders awaiting artwork approval may be paused or cancelled if approval is not received within seven business days or another timeframe communicated by Pixel Burn.

Orders without an artwork proof

If an artwork proof is not requested or selected, production may proceed using the information, personalisation, artwork, and selections provided with your order.

You are responsible for ensuring that information submitted with the order is correct.

Orders required for specific dates or occasions

Customers purchasing products for birthdays, weddings, anniversaries, celebrations, corporate events or other time-sensitive occasions should consider the applicable production and estimated delivery timeframes before ordering.

Providing an event date, requested delivery date or preferred arrival date does not automatically establish a guaranteed delivery commitment. A guaranteed delivery date must be expressly agreed and confirmed by Pixel Burn in writing.

Where no guaranteed or otherwise binding delivery deadline has been agreed, the passing of an intended occasion does not automatically invalidate an order or establish entitlement to a change-of-mind refund.

7. Shipping & delivery

Pixel Burn ships to eligible locations within Australia and to selected international destinations where available.

Delivery estimates displayed on our website or provided during checkout are estimates unless Pixel Burn has expressly confirmed in writing that a particular delivery date is guaranteed.

Courier transit times may be affected by circumstances outside Pixel Burn's reasonable control, including network disruptions, weather events, depot delays, customs processing, public holidays, or other operational events.

Additional conditions may apply to particular products, destinations, dangerous goods, oversized products, laser equipment, or alcohol-containing products.

Full delivery terms are set out in our Delivery, Shipping & Protection Policy, which forms part of these Terms.

Estimated delivery timeframes

Delivery timeframes displayed on our website, product pages, shopping cart, checkout, order confirmations, tracking pages and other customer communications are estimates unless a guaranteed delivery date has been expressly confirmed by Pixel Burn in writing.

This includes statements such as “Get it within 1 day”, “Get it within 2 days”, “Get it within 2–3 days”, “Arrives tomorrow”, “Estimated delivery by Friday”, and similar delivery representations.

Estimates are based on information available at the time, which may include courier-provided transit estimates, network performance, shipping service, destination, dispatch schedules and other operational information. Estimates are subject to change. Displaying an estimated timeframe does not by itself establish a guaranteed delivery commitment.

Production and shipping timeframes

Production and shipping are separate stages of fulfilment. Express, overnight or priority shipping generally affects transport time and does not necessarily shorten the time needed to prepare, personalise or manufacture a product.

Third-party courier delays

Once an order has been dispatched, its transportation and delivery are handled by the relevant third-party courier or postal provider. Delays may occur because of courier network congestion, depot processing, weather, transport disruptions, public holidays, customs or other operational events.

Where an order has been correctly produced and dispatched, a third-party courier delay does not automatically entitle the customer to cancel the order, reject the product or receive a refund.

Missed occasions and refund requests

We recognise that many personalised products are purchased for birthdays, anniversaries, weddings, celebrations and other important occasions.

Where a correctly fulfilled order is delayed by a third-party courier and arrives after an intended event, that circumstance does not, by itself, establish entitlement to a refund. This includes where the customer no longer requires the gift, the occasion has passed, or the estimated delivery timeframe shown at checkout was missed.

A missed occasion or subsequent decision that a personalised or custom-made product is no longer required is not automatically grounds for a change-of-mind refund.

Orders remaining in transit

A parcel still in transit is not automatically considered lost, cancelled or eligible for a refund solely because an estimated delivery timeframe has passed.

Pixel Burn may contact the courier, request tracking updates, open an investigation or take other appropriate steps to help resolve a delay. Where an order is confirmed lost, cannot be delivered or the delay otherwise gives rise to a legal remedy, we will assess and resolve the matter accordingly.

Guaranteed delivery commitments

A guaranteed delivery date must be expressly confirmed by Pixel Burn in writing. Where a guaranteed or otherwise binding delivery obligation exists, the circumstances and applicable customer rights will be considered when determining a resolution.

8. Alcohol-containing products

Alcohol-containing products are offered only where the sale, supply, and delivery of alcohol is permitted by applicable law.

By placing an order containing alcohol, you confirm that you are at least 18 years of age and that the information provided in connection with the order is accurate.

The sale or supply of alcohol to a person under 18 years of age is prohibited. You must not purchase or supply an alcohol-containing product for or to a minor or provide false or misleading information concerning your age.

Alcohol declaration

Alcohol-containing products may require you to complete an age declaration before the product can be added to your cart or purchased.

Where an age declaration is required, you must confirm that you are at least 18 years of age and acknowledge the applicable identification and delivery requirements.

Pixel Burn may refuse, place on hold, or cancel an order where we reasonably believe an age declaration is inaccurate, incomplete, or otherwise does not satisfy the applicable requirements.

Identification & attended delivery

The person accepting an alcohol-containing delivery must be at least 18 years of age and must provide valid photo identification as part of the delivery process.

Alcohol-containing parcels require attended delivery and must be handed directly to an eligible adult.

Alcohol-containing parcels cannot be left unattended, delivered under Authority to Leave, left in a safe place, or otherwise delivered without the required identification and signature.

If valid photo identification cannot be provided, the recipient is under 18 years of age, or the required signature cannot be obtained, the parcel will not be delivered.

Where delivery cannot be completed, the courier may attempt redelivery, hold the parcel for further instructions, or return it in accordance with the applicable delivery service and legal requirements.

Restricted areas & declared dry zones

Alcohol delivery is not available to declared dry zones or any other location where the sale, supply, possession, carriage, or delivery of alcohol would be prohibited by applicable law or local alcohol restrictions.

Orders to Western Australia, the Northern Territory, and other areas affected by local alcohol restrictions may be reviewed for delivery eligibility before dispatch.

Pixel Burn may contact you where further information is required to determine whether an alcohol-containing product can be delivered to the nominated address.

If an alcohol-containing product cannot be fulfilled because the delivery address is not eligible and payment has already been captured, the applicable amount will be refunded.

If payment has only been authorised and has not been captured, the applicable authorisation may instead be released or voided.

Refusal or cancellation of an alcohol order

Pixel Burn may refuse, place on hold, or cancel an alcohol-containing order where we reasonably believe that:

• the applicable age requirements have not been satisfied
• false or misleading age information has been provided
• the delivery address is located within a prohibited or restricted area
• the required identification, signature, or attended delivery conditions cannot be satisfied
• the order would otherwise contravene an applicable liquor law, local restriction, or legal requirement

Where an alcohol order is refused or cancelled, any applicable payment authorisation, captured payment, or refund will be handled in accordance with the payment status of the affected order and your rights under applicable law.

9. Returns, refunds & cancellations

Returns, refunds, cancellations, product issues, delivery-related claims, and change-of-mind requests are governed by our Refunds, Returns & Delivery Protection Policy.

Personalised, custom-made, ready-made, laser equipment, dangerous goods, and other product categories may have different return or cancellation conditions.

Ready-made products

Eligible ready-made, non-personalised products may be returned for change of mind within 30 days of delivery, subject to our published returns policy.

Delivery-related refund requests

Delivery delays, missed estimated delivery dates and missed occasions are assessed according to the applicable circumstances and do not automatically qualify for a refund.

10. User content, artwork & personalisation

Where you provide artwork, photographs, logos, text, designs, names, images, or other material for use in an order, you confirm that you own the material or have the necessary authority or permission to use it for the requested purpose.

You grant Pixel Burn a non-exclusive, royalty-free licence to use material supplied by you to the extent reasonably required to process, design, manufacture, personalise, and fulfil your order.

Unless you opt out in writing, Pixel Burn may display completed work for portfolio or promotional purposes where appropriate and lawful.

Pixel Burn may refuse artwork, wording, images, or other content where producing the requested material would be unlawful or would infringe the rights of another person.

Pixel Burn is not responsible for independently verifying ownership of every image, logo or design submitted for personalisation. Customers are responsible for ensuring that the submitted material and requested use do not infringe another person's rights.

11. Intellectual property

Unless otherwise stated, intellectual property owned or created by Pixel Burn, including website content, photographs, graphics, templates, design elements, videos, written content, branding, production files, and other original materials, remains the property of Pixel Burn or the applicable rights holder.

You must not reproduce, distribute, commercially exploit, modify, republish, or use our intellectual property without permission except where permitted by law.

Ownership of intellectual property supplied by you remains with you or the applicable rights holder.

The website design, layout, look, appearance, written content and graphical presentation are also owned by or licensed to Pixel Burn.

Without our prior express written permission, you must not use Pixel Burn's trademarks, logos or branding; reproduce or commercially exploit its images, descriptions or artwork; systematically extract or republish substantial portions of the website; or present our original content as your own, except where permitted by law.

All intellectual property rights not expressly granted are reserved.

12. Prohibited use

You must not use our website or services for unlawful, fraudulent, abusive, or unauthorised purposes.

Prohibited conduct includes:

• engaging in fraudulent or unlawful activity
• infringing intellectual property or other legal rights
• uploading malicious code, viruses, or harmful files
• attempting to interfere with the operation or security of our website
• using false or misleading information when placing an order
• attempting to circumvent age, payment, delivery, product, or location restrictions
• transmitting unlawful, abusive, obscene, defamatory, or harmful material
• attempting unauthorised access to website systems or customer information
• misrepresenting your identity or authority when communicating with Pixel Burn

Pixel Burn may restrict or terminate access to our services where these Terms are materially breached.

13. Liability

To the maximum extent permitted by law, Pixel Burn is not responsible for indirect or consequential loss arising from circumstances outside our reasonable control or from your misuse of a product or service.

You are responsible for loss or damage arising from your unlawful use of our website or services, your infringement of another person's rights, or information or materials supplied by you where you did not have authority to provide them, to the extent permitted by law.

Website information and availability

Neither Pixel Burn nor third parties providing website information guarantee the continuous accuracy, timeliness, performance, completeness or suitability of all information and materials for every purpose.

Use of website information is at your discretion. Customers are responsible for assessing product specifications and intended suitability. We do not guarantee that our website will operate continuously or without technical interruptions.

14. Indemnification

You agree to indemnify and hold harmless PIXEL BURN LASER PTY LTD, trading as Pixel Burn Custom Laser Creations, and its affiliates, officers, directors, employees, and agents from any claims, liabilities, damages, losses, or expenses arising out of or related to your use of the Site or violation of these Terms.

15. Events outside our reasonable control

Pixel Burn is not responsible for a delay or failure caused by an event outside our reasonable control to the extent permitted by law.

This may include severe weather, natural disasters, fires, floods, transport network disruptions, courier outages, industrial action, utility outages, telecommunications failures, supplier interruptions, government actions, border restrictions, customs disruptions, or other comparable events.

Where such an event affects an order, we will take reasonable steps to minimise disruption and complete our obligations as soon as reasonably practicable.

16. Privacy

Pixel Burn handles personal information in accordance with our Privacy Policy and applicable privacy requirements.

Information may be used where reasonably necessary to process payments, personalise products, fulfil orders, communicate with you, arrange delivery, prevent fraud, provide support, and operate our services.

Our Privacy Policy forms part of the terms governing your use of our website and services.

17. Suspension & termination

Pixel Burn may suspend, restrict, or terminate access to our services where reasonably necessary, including where these Terms have been materially breached, fraudulent activity is suspected, payment requirements have not been satisfied, or continued service would be unlawful.

Termination or suspension does not affect rights or obligations that arose before the effective date of termination.

18. Governing law & dispute resolution

These Terms are governed by the laws of Queensland, Australia, subject to any mandatory law that applies to your transaction and cannot lawfully be excluded.

You submit to the non-exclusive jurisdiction of the courts and tribunals of Queensland and any other court or tribunal that has jurisdiction under applicable law.

We encourage you to contact Pixel Burn first if a dispute arises so that we have an opportunity to review the issue and attempt to resolve it directly.

Where appropriate and agreed, an unresolved dispute may be referred to mediation or another available dispute-resolution process.

Nothing in this section prevents you from exercising any right to contact a regulator, consumer protection body, tribunal, court, financial institution, or other authority where you are legally entitled to do so.

19. Changes to these Terms

Pixel Burn may update these Terms from time to time to reflect changes to our products, services, systems, business practices, or legal requirements.

The current version will be published on our website with an updated effective date.

Changes will apply from the effective date of the updated Terms and will not retrospectively remove any right that has already arisen under applicable law.

Continued use of our website after revised Terms have been published constitutes acceptance of the updated Terms for subsequent website use, subject to applicable law. Updated Terms do not automatically alter contractual conditions of an order already accepted before the changes took effect.

20. Australian Consumer Law & statutory rights

All exclusions, limitations of liability, indemnities, cancellation conditions, delivery provisions and other terms operate subject to applicable law.

Where products or services fail to meet an applicable consumer guarantee, customers remain entitled to the remedies provided by law.

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