Refund policy

If you don't love your case, we'll take it back. Simple as that.

Start Your Request

Use our self-service portal — refund, cancellation, or feedback, all in one place.

Start your request →

It takes 30 seconds:

1. Click the button above
2. Enter your order number and the email you used at checkout
3. Pick Cancel order, Request a refund, or Share feedback
4. We'll be in touch by email soon

Prefer email? Write to hello@robopixel.eu with your order number — we answer every message personally.

Cancellations

If your order hasn't shipped yet, you can stop it from the same portal. Pick Cancel order. We try to act fast — but once a case enters production we'll switch you over to a return instead. No friction either way.

Damaged, Defective, or Wrong Item

If your case arrives damaged, defective, or doesn't match what you ordered, we cover everything:

• Full refund OR free replacement — your choice
• We pay the return shipping
• Email hello@robopixel.eu within 14 days with a photo of the issue and your order number — we need the photo to file the manufacturing claim, which is why this one goes by email instead of the portal

Return Shipping

• Within Germany: Free return shipping. We send you a prepaid label.
• Austria, Netherlands, rest of EU: You cover return shipping (typically €5-8). We'll provide the return address.
• Damaged or wrong item: We always cover return shipping.

When You'll See Your Money

• Refund issued: within 3-5 business days of us receiving the case
• Refund visible on your statement: depending on your bank, typically 1-3 additional days

We refund to the original payment method. If that's no longer available, we'll arrange a bank transfer.

Your EU Statutory Rights

This policy goes beyond what EU consumer law requires. You also have a statutory 14-day right of withdrawal under §312g BGB for distance contracts. For the full statutory text — separate from our voluntary 30-day brand policy — see our Widerrufsbelehrung.

For custom-printed items, EU law (Article 16(c) of Directive 2011/83/EU) allows merchants to exclude the 14-day withdrawal right. RoboPixel does not exercise this exclusion. We accept returns on custom designs anyway, because we trust what we make.

What Counts as a "Return"

• The case has been received by you and you want to send it back. ✓
• The case is in resalable condition (no permanent damage, no markings added after delivery). ✓
• Within 30 days of delivery. ✓

If the case has been physically modified, broken, or used in a way that prevents resale (drops, water damage caused after delivery, etc.), we'll let you know honestly. In most cases we still offer a partial refund or store credit. We'd rather work with you than against you.

Digital Products (VIP Codes, Uplink Access)

Digital products — VIP codes, Uplink Access Protocols, generation credits — follow a different rule because they're consumed on use.

• Unused codes: 14-day refund window from purchase.
• Used codes (any generation already run): non-refundable.

This is the only carve-out, and it's purely technical: once a code is used, the system can't reverse the generation.

Questions?

Just email hello@robopixel.eu with your order number. We typically respond within a few hours, German business days.

We answer every email personally. No tickets, no bots, no waiting on hold.

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This policy was last updated on 2026-05-29. Future updates will apply to orders placed after the update date — your existing orders are always covered by the policy that was live when you ordered.