Thank you for shopping at PIXEL THREAD PTY LTD! We are committed to providing you with high-quality furniture products and a pleasant shopping experience. Given the nature of our products (large furniture items) and the high costs associated with international shipping, our exchange and returns policy is outlined below. Please read and understand this policy carefully before making a purchase.

General Policy: Exchange Only, No Refunds

Except as expressly provided in this policy or as required by Australian Consumer Law, all products sold are available for exchange only and are not eligible for refunds for a change of mind. We understand that you may change your mind, which is why we offer exchange options to ensure you are satisfied with your final choice.

Exchange Conditions (for change of mind)

1.Exchange Request Period: You must submit an exchange request within 7 days from the date you receive the product.
2.Product Condition: Items submitted for exchange must be in their original condition—unused, undamaged, and include all original packaging, tags, and accessories. Any items showing signs of use or damage caused by the customer will not be eligible for exchange.
3.Exchange Scope: Exchanges are limited to replacement with items of equal or lesser value. If the replacement item is of lesser value, the price difference will not be refunded.

Exchange Process

1.Submit Request: Please submit your exchange request directly through your order backend and provide a detailed reason for the exchange.
2.Obtain Authorization: Our customer service team will review your request. Upon approval, we will provide you with a Return Merchandise Authorization number (RMA#) and detailed return address. Please note that unauthorized returns will not be accepted.
3.Return the Item: Please pack the item securely to avoid damage during transit. Clearly mark the RMA# we provided on the outside of the package, and then ship it back to us.
4.Shipping Cost Responsibility: For exchanges due to personal reasons (such as dislike, incorrect size, etc.), you will be responsible for all shipping costs, including the cost of returning the original item and the cost of shipping the replacement item to you.

Defective or Incorrect Items (Your Consumer Rights)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you receive a product with a manufacturing defect, damage during shipping, or an item that does not match your order, please follow this process:
1.Contact Us Promptly: Please contact our customer service team within 48 hours of receiving the product and provide clear photos or videos as evidence.
2.Issue Verification: Our team will verify the evidence you provide.
3.Arrange Solution: Once confirmed that the issue is a fault covered by consumer guarantees, we will offer a suitable remedy, which may include a repair, replacement, or refund, in accordance with the Australian Consumer Law. The return and reshipping costs for faulty items will be covered by us.

Non-Refundable Items

•All original shipping and handling fees are non-refundable (unless the item is faulty).
•Any clearance items or products explicitly marked as "Final Sale" are not eligible for a change-of-mind exchange under this policy.
We reserve the right to the final interpretation of this policy and may update it at any time. Thank you for your understanding and cooperation.
Contact Us If you have any questions, please contact us:
•Email:
•Phone: +1 2133198992