Refund policy

We're a small Australian online business, and we want you to love your Pocket Pixel R36H. If something isn't right, we'll help sort it out. Nothing in this policy limits your rights under the Australian Consumer Law.

Our supplier, a separate business overseas, sends your console to you.

Change of mind

Changed your mind? Email us within 30 days of delivery to start a return.
• You pay the return postage. Your return goes to our supplier overseas. Postage may cost more and take longer than sending within Australia. We suggest using tracked postage.
• Please send it back in the same condition you received it, with everything that came in the box.
• We refund what you paid for that console. If it came in a Duo or Trio, the bundle savings are split evenly across the consoles ($10 each in a Duo, $20 each in a Trio). For example, one Purple console from a Duo is refunded as $110.
• Shipping to you was free, so we don't take anything off for it. We don't refund your return postage.

Faulty, damaged or not as described

Under the Australian Consumer Law, your console comes with guarantees that we can't take away. If it's faulty, arrives damaged, isn't as described or stops working sooner than it reasonably should:
• Email us and tell us what's wrong. We may ask for photos or a short video.
• If it needs to come back, we'll arrange the return and pay the postage.
• If it's a major problem, you choose a refund or a replacement. Or you can keep it and we'll pay you for the drop in its value. Major problems include a console that's unsafe, very different from its description, or doesn't work and can't easily be fixed.
• If it's a minor problem, we choose whether to repair it, replace it or refund you. If we don't fix it within a reasonable time, you can ask for a refund or replacement instead.
• Repairs and replacements cost you nothing. A replacement comes from our supplier overseas. It usually arrives 7–14 business days after it's sent.

There's no 30-day limit for faulty consoles. Your rights last as long as a console like this, at this price, should reasonably last.

How to start a return

Email hello@pocketpixel.com.au with:
• your order number or other proof of purchase
• the reason for your return
• photos or a video, if your console is faulty or damaged

Don't post anything until we reply. We'll send you the return address and instructions.

When and how you get your refund

• We pay your refund within 5 business days of your return arriving at the address we gave you.
• Refunds go back to the card or account you paid with.
• Your bank may take a little longer to show the money in your account.