Refund policy

Last updated: April 2026

Thank you for shopping with Doopixel. We want every customer to enjoy our pixel brick building sets. If you're not completely satisfied with your purchase, we're here to help.

30-Day Return Policy

You may request a return within 30 days of receiving your order.

To qualify for a return:

The item must be unused and in its original condition.
The item must be returned in its original packaging with all included pieces, accessories, and manuals.
Proof of purchase (order confirmation or receipt) is required.
Please contact us before sending any return. Returns sent without authorization may not be accepted.

Customer Support:

Email: support@doopixel.com

Missing Pieces

Our building sets are carefully inspected before shipping. However, if you discover that pieces are missing, please contact us.

Instead of returning the entire product, we will gladly send replacement pieces free of charge whenever possible.

Please include:

Your order number
A photo of the instruction manual (if applicable)
The part number(s) of the missing pieces

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days after delivery.

Please provide:

Your order number
A description of the issue
Clear photos of the product and packaging

After reviewing your request, we will provide an appropriate solution, which may include:

Replacement parts
A replacement product
A partial refund
A full refund

Non-Returnable Items

The following items cannot be returned:

Customized or personalized products
Products that have been assembled, used, or intentionally damaged
Products with missing pieces due to customer handling
Items returned without original packaging
Gift cards (if applicable)

Return Shipping Costs

If you are returning an item because you changed your mind or ordered the wrong product, you are responsible for the return shipping costs.

If the return is due to our mistake, such as:

Defective products
Incorrect products shipped
Products damaged during shipping

Doopixel will cover the reasonable return shipping cost or provide another suitable solution.

Refund Process

Once your returned item has been received and inspected, we will notify you of the result.

If approved, your refund will be issued to your original payment method.

Please note:

Original shipping charges are non-refundable unless the return is caused by our error.
Refund processing times depend on your bank or payment provider and usually take 5–10 business days after approval.

Order Cancellation

Orders may be cancelled before they have been processed or shipped.

Once an order has been shipped, it cannot be cancelled. You may request a return after receiving the order in accordance with this policy.

Lost Packages

If tracking shows that your package has been lost during transit, please contact us.

After confirming the shipment status with the shipping carrier, we will arrange either:

A replacement shipment, or
A full refund.

Please note that we are not responsible for delays caused by customs clearance, severe weather, public holidays, or other circumstances beyond our control.

Refused Deliveries

If a customer refuses delivery or fails to collect the package, resulting in the parcel being returned to us, the original shipping cost and any return shipping or carrier handling fees may be deducted from the refund.

European Union Customers

If your order is delivered to a country within the European Union, you may have certain statutory rights under applicable consumer protection laws. Nothing in this policy limits those legal rights.

Please note that personalized or made-to-order products may not be eligible for cancellation or return under applicable law.

Contact Us

If you have any questions regarding returns or refunds, please contact us.

Doopixel

Email:
support@doopixel.com

Address:
BRICK2ART CO., LIMITED

RM D07, 8/F KAI TAK FTY BLDG,
NO. 99 KING FUK ST,
SAN PO KONG,
HONG KONG

DooPixel