PIXEL HUB ELECTRONICS
Trinidad & Tobago
ORDER CANCELLATION POLICY
| Document | Details |
| Effective Date | May 2026 |
| Version | 1.1 |
| Jurisdiction | Republic of Trinidad & Tobago |
| Business Model | Online-Only Retailer — Pre-Payment, Import-to-Order |
| Support Hours | Monday – Thursday, 10:00 AM – 5:00 PM (AST) |
By placing an order with Pixel Hub Electronics, you confirm that you have read and agreed to this policy.
1. About Pixel Hub Electronics
Pixel Hub Electronics is an online-only electronics retailer based in Trinidad & Tobago, specialising in smartphones, gaming devices, handheld PCs, and a wide range of consumer electronics. We operate exclusively through our online platform and do not maintain a traditional retail storefront.
1.1 How Our Business Model Affects Cancellations
Our fulfilment process operates on a pre-payment, import-to-order basis. Understanding this model is essential to understanding your cancellation rights.
When you place an order with Pixel Hub Electronics, your payment is confirmed first. Sourcing of your specific product from our international suppliers typically begins approximately 24 hours after payment confirmation, though sourcing may commence sooner depending on operational requirements, supplier timing, or fulfilment conditions. This lead time is intended to allow for order verification and to give customers a brief window to contact us if they need to make a change before sourcing commits.
Once sourcing has commenced, your order incurs real, non-recoverable costs on your behalf. This is why your cancellation rights depend directly on the stage your order has reached at the time of your request.
| Important: Your cancellation rights are directly tied to whether sourcing has commenced for your order. The earlier you contact us, the more options are available to you. |
2. Cancellations Before Sourcing Begins
2.1 The Pre-Sourcing Window
Sourcing of your order typically begins approximately 24 hours after payment is confirmed, though it may commence sooner depending on operational requirements, supplier timing, or fulfilment conditions. If you request a cancellation before sourcing has commenced, you are eligible for a full refund of the amount paid, subject to Section 6 (Non-Refundable Payment Processing Fees).
We recommend contacting us as early as possible if you wish to cancel. To give yourself the best chance of cancelling before sourcing begins, contact us immediately after placing your order if you change your mind.
2.2 How to Request a Pre-Sourcing Cancellation
To request a cancellation before sourcing begins, please contact our support team as soon as possible using the details in Section 9. Include your order reference number and clearly state that you wish to cancel your order.
We will confirm whether sourcing has commenced and advise you of the applicable outcome. Where sourcing has not yet started, we will process your cancellation and initiate your refund in accordance with Section 7.
| To maximise your chances of cancelling before sourcing begins, contact us as soon as possible after placing your order. While sourcing typically begins approximately 24 hours after payment confirmation, it may commence sooner in some cases. We recommend contacting us immediately if you wish to cancel. |
3. Cancellations After Sourcing Has Begun
3.1 General Position
Once the sourcing or importation process has commenced for your specific order, change-of-mind cancellations are generally not accepted. This is because real, non-recoverable costs are incurred on your behalf from the moment sourcing begins — including supplier commitments, freight arrangements, and import processing.
This position reflects the nature of our import-to-order business model and is not intended to be punitive. It is a necessary consequence of the fact that your order triggers a dedicated sourcing and fulfilment process from the point sourcing commences.
3.2 Exceptional Circumstances
In exceptional circumstances, a cancellation request submitted after sourcing has begun may be considered. Eligibility will be assessed based on:
- The stage of fulfilment reached at the time of the request
- The actual, documented, non-recoverable costs already incurred
- The available evidence regarding the order status
- Whether any portion of the costs can reasonably be mitigated
Each case is assessed individually and in good faith. Approval of post-sourcing cancellation requests remains at the discretion of Pixel Hub Electronics. There are no guaranteed outcomes, and approval is not automatic.
| If you believe your circumstances are exceptional, please contact us and explain the situation fully. We will assess your request in good faith and communicate our findings clearly, including a breakdown of any costs that have been incurred at the time of your request. |
4. Eligible Deductions on Approved Post-Sourcing Cancellations
4.1 Deduction Principles
Where a post-sourcing cancellation is approved, any deductions from your refund will be limited to actual, documented, non-recoverable costs that have been directly incurred as a result of sourcing your specific order. The following principles apply to all deductions:
- Only real, documented costs are deducted — no fixed percentages or arbitrary administrative charges
- Costs must be non-recoverable at the time of cancellation
- Costs must be directly and solely attributable to your specific order
- A written breakdown of all deductions will be provided before any refund is processed
- No deduction will be made for a cost that has not been actually incurred
| Deductions apply only where actual, documented, non-recoverable costs have been incurred. No fixed percentage deductions are applied. Every approved post-sourcing cancellation is assessed individually based on real costs at the time of the request. |
4.2 Categories of Deductible Costs
The following table sets out the categories of costs that may be deducted from an approved refund, along with examples of what each category covers. Only costs that have actually been incurred and cannot be recovered at the time of your cancellation will be deducted.
| Cost Category | Description & Examples |
| Supplier Fees | Documented fees, cancellation penalties, or restocking charges imposed by the supplier as a direct and non-recoverable result of cancelling your order. Example: a supplier charges a cancellation fee after a purchase order has been placed and acknowledged. |
| Inbound Shipping & Freight Costs | International shipping, freight forwarding, or courier costs already paid or contractually committed and non-recoverable at the time of cancellation. Example: freight costs already paid to ship your product from the country of origin. |
| Customs & Import Processing Costs | Import duties, customs processing fees, brokerage charges, or related costs already paid or incurred in connection with clearing your product through customs. Example: import duty already paid on your specific shipment. |
| Payment Processing Fees | Non-refundable transaction fees actually charged by payment processors or financial institutions in connection with your original payment and, where applicable, the refund transaction. Example: a payment processor charges a non-refundable processing fee on the original transaction. |
| Administrative Costs | Documented, actual administrative costs directly and solely attributable to processing your specific order that cannot be recovered following cancellation. These must be concrete and demonstrable, not general overhead. Example: documented third-party processing or handling fees specific to your order. |
| Other Non-Recoverable Costs | Any other actual, documented costs that have been incurred and cannot be recovered as a direct result of sourcing your specific order. These will be itemised individually in the written breakdown provided to you before any refund is processed. |
4.3 Written Breakdown Requirement
Where any deduction is to be made from your refund, Pixel Hub Electronics will provide you with a written breakdown of each deduction before the refund is processed. This breakdown will identify the cost category, the specific amount, and the basis for the deduction. You will have the opportunity to review this before the refund is finalised.
5. Circumstances That Are Not Eligible for Cancellation
The following circumstances do not qualify for a cancellation or refund under this policy:
- Change of mind submitted after sourcing or importation has commenced, except in exceptional circumstances as described in Section 3.2
- Orders where the customer provided incorrect details at checkout, resulting in a product being sourced that the customer no longer wants
- Cancellations requested because a lower price has been found elsewhere after the order was placed
- Cancellations of orders that have already been shipped or are in the final stages of delivery
- Refused deliveries without prior written authorisation from Pixel Hub Electronics
| This policy governs change-of-mind cancellations only. If your product arrived damaged, defective, or incorrect, please refer to our Refund & Returns Policy. If your order has not been delivered within the expected timeframe, please refer to our Shipping & Delivery Policy. |
6. Non-Refundable Payment Processing Fees
Certain payment processing fees charged by our payment provider or financial institutions may be non-refundable by those providers. Where such fees have been actually incurred in connection with your transaction and are non-refundable to us, they may be deducted from any refund issued.
This applies to both pre-sourcing and post-sourcing cancellations where a refund is issued. These fees are charged by and retained by third-party payment processors or financial institutions — they are not retained by Pixel Hub Electronics. Such fees are entirely outside the control of Pixel Hub Electronics.
We will always communicate any such deductions clearly and in writing before processing your refund.
7. Refund Processing
Where a cancellation has been approved and a refund is due, we will initiate the refund to your original payment method within 5 to 10 business days of the cancellation being confirmed. For the purposes of this policy, business days are Monday through Thursday, excluding Trinidad & Tobago public holidays.
Once a refund has been initiated on our end, the time required for the funds to appear in your account depends on your payment provider’s or financial institution’s own processing timelines, which are outside of our control. These timelines may vary depending on your bank or payment method.
You will receive a notification when your refund has been initiated. If you do not see the refund reflected within a reasonable period after that notification, please contact us so we can assist.
8. Relationship to Other Policies
This Order Cancellation Policy forms part of a broader set of policies governing your experience with Pixel Hub Electronics. Depending on the nature of your situation, other policies may also be relevant:
- Refund & Returns Policy — if your product arrived damaged, defective, or incorrect, your rights are governed by the Refund & Returns Policy, not this Cancellation Policy. Claims must be submitted within 7 calendar days of confirmed delivery.
- Shipping & Delivery Policy — for information about delivery timelines, tracking, failed deliveries, and customs-related delays.
- Warranty Policy — if your product developed a fault after the initial 7-day claim window and a manufacturer warranty applies, the Warranty Policy governs your options.
- Terms & Conditions — for the overarching terms that govern your use of our store and all transactions with Pixel Hub Electronics.
Where any overlap exists between this policy and another Pixel Hub Electronics policy, we will assess the circumstances and advise on the most appropriate resolution pathway.
9. Contact & Support
If you wish to submit a cancellation request or have a question about this policy, please contact our customer support team as early as possible:
| Contact Detail | Information |
| Business | Pixel Hub Electronics |
| Location | Trinidad & Tobago |
| Website | pixelhub-tt.ddns.net |
| electronicspixelhub@gmail.com | |
| +868 356-7954 | |
| Support Hours | Monday – Thursday, 10:00 AM – 5:00 PM (AST) |
Enquiries received outside of support hours will be responded to on the next available business day. For the purposes of this policy, business days refer to Monday through Thursday, excluding Trinidad & Tobago public holidays.
| When submitting a cancellation request, please include your order reference number and clearly state whether you are requesting cancellation before or after you believe sourcing may have begun. This helps us assess your request promptly. |
10. Policy Updates
Pixel Hub Electronics reserves the right to update or amend this policy at any time. Any changes will take effect upon publication on our platform. The version of this policy applicable to your order is the version in force at the time your order was placed.
We encourage customers to review this policy before placing an order.
10.1 Version Numbering
This policy uses a structured version numbering system consistent with all Pixel Hub Electronics policies. Version numbers are updated as follows:
- Minor updates: Corrections, clarifications, and non-material improvements increment the decimal (e.g. 1.0 → 1.1 → 1.2, and so on up to 1.9).
- Major updates: Significant structural changes, new protections, or substantive revisions to customer rights increment the whole number (e.g. 1.9 → 2.0, 2.9 → 3.0).
The current version of this policy is Version 1.1, effective May 2026.
PIXEL HUB ELECTRONICS — TRINIDAD & TOBAGO
Order Cancellation Policy | Effective May 2026 | Version 1.1
This document constitutes the complete Order Cancellation Policy of Pixel Hub Electronics.