PIXEL HUB ELECTRONICS
Trinidad & Tobago
REFUND & RETURNS 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 |
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 Works
Our fulfilment process operates on a pre-payment, import-to-order basis. Understanding this model is essential to understanding your cancellation and refund rights.
Order Fulfilment Process:
- Customer Places Order Online — You select your product on our platform and complete checkout.
- Payment is Confirmed — Your full payment is received and verified before any sourcing activity begins.
- Product is Sourced and Imported — We source and import your specific product from our suppliers. This process incurs real costs on your behalf from the moment it begins.
- Product is Delivered to You — Your order is shipped and delivered to your confirmed delivery address.
| Important: Because each order triggers a dedicated sourcing and importation process, your cancellation and refund rights are directly tied to which stage of this process your order has reached at the time of your request. |
2. Order Cancellations
2.1 Cancellations Before Sourcing Begins
If you request a cancellation before we have initiated the sourcing or importation process for your order, you are eligible for a full refund of the amount paid, subject to Section 12 (Non-Refundable Payment Processing Fees).
To request a cancellation, please contact us as early as possible. We recommend contacting us immediately after placing your order if you change your mind, as sourcing may begin promptly after payment is confirmed.
2.2 Cancellations After Sourcing or Importation Has Begun
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.
In exceptional circumstances, cancellation after sourcing has begun may be considered. Eligibility will be determined based on the stage of fulfilment reached, available evidence, and the actual non-recoverable costs already incurred at the time of the request. If a cancellation is approved, a refund will be issued only after the deduction of those documented costs.
| Refund deductions apply only where actual, documented, non-recoverable costs have already been incurred and are directly attributable to your specific order. No fixed deduction percentages are applied. Each approved cancellation is assessed individually based on real costs. |
2.3 Eligible Deductions on Approved Post-Sourcing Cancellations
Where a cancellation is approved after sourcing has begun, deductions from your refund may include only the following categories of actual, documented, non-recoverable costs directly attributable to your order:
| Cost Category | Description |
| Supplier Fees | Documented fees, restocking charges, or penalties charged by our supplier as a direct and non-recoverable result of the cancellation. |
| Payment Processing Fees | Non-refundable fees actually charged by payment processors or financial institutions in connection with your transaction. |
| Shipping & Freight Costs | Inbound shipping, freight, customs, or import costs already paid or contractually committed and non-recoverable at the time of cancellation. |
| Administrative Costs | Documented, actual administrative costs directly and solely attributable to processing your specific order, which cannot be recovered following cancellation. |
| 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. |
A written breakdown of any deductions will be provided to you before the refund is processed.
3. Eligible Claims — Defects, Damage & Fulfilment Errors
Pixel Hub Electronics stands behind every product we deliver. The following circumstances are eligible for a claim under this policy:
3.1 Defective Products
A product is considered defective if it fails to function as described or as reasonably expected under normal use conditions, through no fault of the customer. This includes manufacturing defects, hardware faults, and software issues that are inherent to the unit and not caused by customer misuse.
3.2 Dead on Arrival (DOA)
A product is classified as Dead on Arrival (DOA) if it fails to function correctly during its first normal use immediately following delivery — that is, the product does not power on, initialise, or operate at all when the customer attempts to use it for the first time under normal conditions.
DOA status is determined based on the initial unboxing and first-use experience. A product that functions on first use but develops a fault during the claim window is treated as a defective product rather than DOA.
3.3 Electronics Safety — Immediate Action Required
| Safety Notice: If your product shows any signs of overheating, battery swelling, smoke, burning smell, electrical arcing, or any other indication of potential electrical malfunction, discontinue use immediately. Do not attempt to charge, operate, or disassemble the product. Keep it away from flammable materials and, if safe to do so, move it to a well-ventilated area. Contact us as soon as possible. |
Products exhibiting the safety concerns described above are eligible for a priority claim under this policy. When contacting us regarding a safety concern, please state clearly that your claim involves a safety issue so that we can treat it with the urgency it requires.
Pixel Hub Electronics takes product safety seriously. We will work with you to resolve any confirmed safety-related defect as a matter of priority, in accordance with our approved outcomes in Section 8.
3.4 Damaged on Arrival
If your product arrives with visible physical damage — including cracked screens, dented casings, broken ports, or other structural damage — that was not caused by you and is consistent with damage sustained during transit or prior to delivery, you are eligible to file a claim.
3.5 Incorrect Product Received
If you receive a product that does not match what you ordered (wrong model, wrong variant, wrong colour, or a completely different product), you are eligible to file a claim. This does not apply where the customer placed the order incorrectly.
3.6 Missing Accessories or Items
If your order arrives with accessories or items missing that are explicitly listed as included in the product listing (e.g., charging cables, adapters, styluses, cases, or documentation), you are eligible to file a claim for the missing components.
4. Claim Window
All eligible claims must be submitted within 7 calendar days of the confirmed delivery date of your order.
| Claims submitted after the 7-day window may not be accepted. However, we recognise that circumstances entirely outside a customer’s control may occasionally prevent timely reporting. If you were unable to submit your claim within the 7-day window due to factors beyond your control, please contact us with a full explanation and supporting documentation. Such cases will be reviewed on their individual merits, taking into account the circumstances presented and the available evidence. |
The delivery date is determined by the date of confirmed delivery according to our shipping or courier records.
5. How to Submit a Claim
5.1 Required Information
To submit a claim, please contact our support team with all of the following:
- Your order number
- A clear description of the issue, including when it was first noticed and how the product was being used
- Photographs clearly showing the defect, damage, or incorrect item
- Any additional evidence relevant to your claim (e.g., screenshots, video clips, product labels)
| If you believe your product is defective or damaged, please stop using it immediately. Continued use of a defective product may worsen the condition, create safety risks, and may affect our ability to verify your claim. If your product presents any safety concern — such as overheating, swelling, or smoke — refer to Section 3.3. |
6. Unboxing Evidence
6.1 Our Recommendation
We strongly recommend that all customers record a continuous, uncut video whenever unboxing an order from Pixel Hub Electronics. This is for your protection.
Your unboxing video should capture, in a single uninterrupted recording:
- The unopened package as received, clearly showing the external condition
- The outer label and any shipping markings
- The packaging materials as they are opened
- Each item as it is removed from the packaging
- The condition of all contents immediately upon removal
6.2 Video Evidence and Claims
| The absence of an unboxing video will not automatically result in denial of your claim. However, where video or photographic evidence is unavailable, our ability to independently verify the condition of the product at the time of delivery may be limited. In such cases, the claim will be assessed based on all available evidence, the nature and circumstances of the reported issue, and the requirements of this policy. |
Providing clear unboxing evidence is the most effective way to support and expedite your claim. We encourage all customers to adopt this practice as a standard habit when receiving high-value electronics.
7. Returns & Inspection
Returned items may be required to undergo inspection by Pixel Hub Electronics or our designated service partners before a claim is approved and a resolution is issued. We will communicate the return process to you when your claim is reviewed.
You will be notified of the outcome following inspection. We aim to process inspections and provide a decision as promptly as reasonably possible.
8. Approved Claim Outcomes
Where a claim is approved, Pixel Hub Electronics will offer one of the following resolutions:
| Resolution | Description |
| Replacement | Where the same or equivalent product is available, we will arrange a replacement unit as the primary resolution. |
| Repair | Where a replacement is not immediately available or appropriate, we may offer repair as a resolution. We will communicate timelines and arrangements. |
| Refund | Where neither replacement nor repair is reasonably available or suitable, a refund will be issued in accordance with Section 9. |
| Our preference is to offer a replacement wherever this is reasonably feasible, before considering a refund. We will always communicate available options to you clearly. |
9. Refund Processing
Where a refund has been approved, we will initiate the refund to your original payment method within 5 to 10 business days of approval. For the purposes of this policy, business days are Monday through Thursday, excluding Trinidad & Tobago public holidays.
Please note that once a refund has been initiated on our end, the time required for the funds to appear in your account is subject to 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 on our end. If you do not see the refund reflected within a reasonable period after that notification, please contact us so we can assist.
10. Return Shipping Costs
Responsibility for return shipping costs is determined as follows:
| Pixel Hub Covers Return Shipping | Customer Covers Return Shipping |
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11. What Is Not Covered
The following circumstances are not eligible for a return, refund, or exchange under this policy:
- Change of mind after sourcing or importation of your order has commenced
- Physical damage caused by dropping, impact, or mishandling by the customer
- Liquid or water damage caused after delivery
- Damage resulting from misuse, unauthorised modifications, or repairs not authorised by Pixel Hub Electronics
- Faults arising from failure to follow manufacturer instructions or recommended usage guidelines
- Orders placed incorrectly by the customer (wrong model, wrong variant, or wrong specifications selected at checkout)
- Refused deliveries without prior authorisation from Pixel Hub Electronics
- Claims submitted without sufficient proof, photographs, or evidence to support the claim where such evidence was reasonably available
- Normal wear and tear over time
12. Non-Refundable Payment Processing Fees
Certain payment processing fees charged by our payment provider(s) or financial institutions may be non-refundable. Where such fees are non-refundable, have been actually incurred in connection with your transaction, and where deduction is legally permissible, these fees may be deducted from any refund issued.
We will always communicate any such deductions clearly and in writing before processing your refund.
13. Pricing Errors
Pixel Hub Electronics makes every effort to ensure that all product listings display accurate pricing. In the event that an obvious pricing error is identified — whether due to a technical error, typographical mistake, or system fault — we reserve the right to cancel the affected order and issue a full refund of any amount paid.
We will notify you promptly if your order is affected by a pricing error. You will not be obligated to complete a purchase at an erroneously listed price.
14. Contact & Support
If you have a question about this policy, wish to submit a claim, or need to request a cancellation, please contact our customer support team:
| Contact Detail | Information |
| Business | Pixel Hub Electronics |
| Location | Trinidad & Tobago |
| Support Hours | Monday – Thursday, 10:00 AM – 5:00 PM (AST) |
| Website | pixelhub-tt.ddns.net |
We are committed to responding to all enquiries promptly during our stated support hours. Enquiries received outside of support hours will be addressed on the next available business day (Monday–Thursday).
| For claims, please include your order number and all relevant photographs or evidence in your initial message. This helps us assess your case promptly and avoid unnecessary back-and-forth. |
15. 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.
Summary of Revisions Made — Version 1.0 → 1.1
The following changes were made to update this policy from Version 1.0 to Version 1.1. The core structure, business model alignment, and protective provisions have been preserved throughout.
Revision 1 — Sole Discretion Language Softened (Sections 2.2, 4, 6.2)
Three instances of overly discretionary language were identified and revised:
- Section 2.2: “at our sole discretion” replaced with language stating that eligibility will be determined based on the stage of fulfilment reached, available evidence, and actual non-recoverable costs incurred. Authority is retained; arbitrary tone removed.
- Section 4 (Claim Window): “Such cases will be considered at our discretion” replaced with “Such cases will be reviewed on their individual merits, taking into account the circumstances presented and the available evidence.” This is more transparent and customer-friendly while preserving the right to decline late claims.
- Section 6.2 (Unboxing Evidence): “Pixel Hub Electronics retains full discretion in determining how to proceed” replaced with “the claim will be assessed based on all available evidence, the nature and circumstances of the reported issue, and the requirements of this policy.” This is protective but fair.
Revision 2 — Refund Processing Timeframe Added (Section 9)
Section 9 previously stated only that refunds would be initiated “within a reasonable timeframe” — offering no concrete expectation.
Revised to specify that approved refunds are initiated within 5 to 10 business days of approval. Business days are defined as Monday through Thursday, excluding Trinidad & Tobago public holidays, consistent with the stated support schedule.
Payment provider timelines are separately and clearly noted as outside Pixel Hub’s control, which is accurate and protects the business from complaints about bank-side delays.
Revision 3 — Electronics Safety Clause Added (Section 3.3)
A dedicated Section 3.3 was added to address safety risks specific to electronics products. This section covers:
- Overheating, battery swelling, smoke, burning smell, electrical arcing, and electrical malfunction
- Clear instruction to discontinue use immediately if any of these signs appear
- Guidance to keep the product away from flammable materials and move to a ventilated area
- Direction to contact Pixel Hub as soon as possible
- Confirmation that safety-related defects are eligible for priority claim handling
Existing sections were updated to cross-reference Section 3.3 where relevant. The return shipping table (Section 10) was also updated to explicitly list confirmed safety defects as a scenario where Pixel Hub covers return shipping, consistent with our fulfilment-error coverage.
The stop-use warning in Section 5.1 was also updated to cross-reference Section 3.3 for safety concerns.
Revision 4 — Administrative Cost Language Tightened (Section 2.3)
The deduction table in Section 2.3 was reviewed against the requirement that all deductions refer only to documented, actual, non-recoverable costs directly attributable to the order.
The “Administrative Costs” row was tightened from “Documented internal administrative costs directly and solely attributable to processing your specific order” to explicitly include the non-recoverability condition: “Documented, actual administrative costs directly and solely attributable to processing your specific order, which cannot be recovered following cancellation.”
The “Other Non-Recoverable Costs” row and the introductory paragraph to Section 2.3 were also updated to consistently include the phrase “non-recoverable” and “directly attributable to your order.” The amber callout box was updated to include “documented” for full consistency.
Revision 5 — Consistency Review (Policy-Wide)
A full consistency review was conducted across the policy. The following observations and corrections were made:
- Section cross-references: Section 2.1 previously referenced “Section 7” for non-refundable fees. Updated to correctly reference Section 12, which is where the Non-Refundable Payment Processing Fees section actually appears in the numbered structure.
- Support hours — Section 14 follow-on text: The paragraph below the contact table now explicitly states “next available business day (Monday–Thursday)” to reinforce the defined support schedule in context.
- Sourcing stage references: All references to cancellation timing (Sections 2.1, 2.2, 11) use consistent language: “before sourcing begins” vs. “after sourcing or importation has commenced.” No contradictions found.
- Claim window: 7 calendar days is stated consistently in Sections 4 and confirmed by cross-reference in the claim submission process. No contradictions found.
- DOA definition: Definition in Section 3.2 is internally consistent and cross-referenced correctly in the return shipping table (Section 10). No contradictions found.
- Return shipping: Section 10 updated to add “Confirmed safety defect (Section 3.3)” as a scenario where Pixel Hub covers return shipping, consistent with how other confirmed defects and fulfilment errors are treated.
- Evidence requirements: Evidence requirements are consistently stated in Section 5.1 (required information), Section 6 (unboxing recommendation), and Section 11 (exclusions for missing evidence). No contradictions found.
Revision 6 — Business Model Alignment Confirmed
The policy was reviewed in full for alignment with the import-to-order, online-only, high-value electronics business model. All sections remain consistent with this model. Support hours (Monday–Thursday, 10:00 AM–5:00 PM AST) are unchanged. No structural sections were removed or reordered.
Document version updated from 1.0 to 1.1 on the cover table to reflect this revision.
PIXEL HUB ELECTRONICS — TRINIDAD & TOBAGO
Refund & Returns Policy | Effective May 2026 | Version 1.1
This document constitutes the complete Refund & Returns Policy of Pixel Hub Electronics.