Refund and Cancellation
At The Pixel Masala, every artwork is personalised and created specifically from the photograph, art style, instructions, frame and size selected by you.
Because work may begin specifically for your order soon after it is placed, our cancellation and refund conditions are different from those for standard, ready-made products.

Please read this policy carefully before completing your purchase.

Cancelling A Personalised Order

If you change your mind after placing an order, please contact The Pixel Masala Support Team as soon as possible.

A cancellation request can only be considered before the order has been shipped.

Because personalised artwork involves creative and production costs that may already have been incurred, an approved customer-requested cancellation will be eligible for a refund of up to a maximum of 60% of the amount paid for the cancelled product.

The exact amount refunded may depend on the stage your order has reached and the work or costs already incurred.

Why Is The Refund Limited To 60%?

Unlike a ready-made product, your artwork is created specifically for you.

After an order is placed, work may already have begun on activities such as:

  • Reviewing your photograph
  • Preparing your artwork
  • Applying your selected art style
  • Processing your instructions
  • Artwork production
  • Printing
  • Frame preparation
  • Framing
  • Packaging preparation
  • Other order-specific production work

These costs may not be recoverable if you decide to cancel.

For this reason, the maximum refund available for a voluntary cancellation is 60% of the applicable amount paid, provided the order has not yet been shipped.

Once Your Order Has Been Shipped

Once an order has been shipped, it cannot be cancelled for a change of mind.

Personalised artwork is created specifically according to your photograph and selections and may not be suitable for resale to another customer.

Please therefore review your photograph, art style, instructions, frame, size and delivery information carefully before completing your order.

Changing An Order

If you need to change:

  • Your photograph
  • Art style
  • Instructions
  • Frame
  • Size
  • Delivery information

please contact us as soon as possible.

We will check the stage your order has reached and let you know whether the requested change is still possible.

Once artwork creation, printing, framing or another production stage has progressed, some changes may not be possible or may involve additional costs.

Please do not assume that a change has been accepted until it has been confirmed by The Pixel Masala.

Artwork Is Creatively Interpreted

Personalised artwork involves artistic interpretation.

Reasonable differences in elements such as:

  • Colour
  • Brushwork
  • Texture
  • Shading
  • Line work
  • Background treatment
  • Fine detail
  • Artistic emphasis

may occur between your original photograph, the style samples shown on our website and your finished artwork.

The samples displayed on The Pixel Masala are intended to demonstrate the creative direction of an art style and are not exact previews of your finished artwork.

A personal preference regarding reasonable artistic interpretation does not, by itself, mean that an artwork is defective or eligible for a refund.

Problems With Your Order

Damaged Product

If your artwork or frame arrives physically damaged, please contact us promptly after receiving it.

To help us assess the issue, we may ask you to provide:

  • Your order number
  • A description of the damage
  • Clear photographs of the damaged product
  • Photographs of the outer packaging
  • Photographs showing any visible damage to the parcel

Please retain the artwork and original packaging while your request is being reviewed.

Once the issue has been assessed, we will advise you of the appropriate resolution in accordance with the circumstances and applicable consumer rights.

The 60% voluntary-cancellation limit does not apply to a valid claim for a damaged or defective product where a different remedy is required under applicable law.

Incorrect Product

If you receive a product that is materially different from what you ordered — for example, an incorrect:

  • Artwork
  • Size
  • Frame
  • Quantity

please contact us with your order number and photographs showing the issue.

We will review the order against the selections confirmed at checkout and advise you of the appropriate resolution.

Defective Product

If you believe your received product has a genuine manufacturing, printing, framing or other physical defect, please contact us with photographs clearly showing the problem.

We will assess the issue based on the product received and the order details.

The personalised nature of the artwork does not remove any consumer rights that apply to a genuinely defective or incorrectly supplied product.

Artistic Preference Vs. Product Defect

Please note the difference between artistic interpretation and a physical product defect.

Examples of artistic interpretation may include reasonable variations in:

  • Brush strokes
  • Colour treatment
  • Texture
  • Shading
  • Background treatment
  • Fine artistic details

These are characteristics of personalised artwork.

Examples of a physical issue may include:

  • A damaged frame
  • Significant printing damage
  • The wrong size being supplied
  • The wrong artwork being delivered
  • A material production defect

We will assess concerns according to the nature of the issue.

Customer Photograph & Instructions

Unsuitable Photographs

The quality of the photograph you provide can affect the finished artwork.

Very blurred, pixelated, heavily compressed, dark, overexposed or obstructed photographs may limit the level of detail that can reasonably be achieved.

Where possible, we may ask you to provide an alternative photograph if the original is not suitable.

Prohibited Photographs Or Requests

The Pixel Masala may refuse an order that does not comply with our Terms of Service and Photo & Content Guidelines, including certain prohibited, unlawful, sexually explicit, exploitative, hateful, violent or otherwise inappropriate content.

Where an order is declined after work or processing has already begun, any applicable refund will be assessed according to the circumstances, costs already incurred and applicable law.

Refund Processing

How Approved Refunds Are Issued

Where a refund is approved, it will generally be processed using the original payment method where reasonably possible.

The time taken for the refunded amount to appear in your account may depend on your bank, card issuer, payment gateway or other payment provider.

Shipping Charges

Where an order has not yet been shipped and a cancellation refund is approved, the treatment of any shipping charge will depend on whether that charge has already been incurred.

Where an order has already been shipped, shipping or logistics costs that have already been incurred may not ordinarily be refundable for a voluntary change-of-mind request.

This does not limit any remedy that may apply where the product itself is damaged, defective, incorrectly supplied or otherwise subject to applicable consumer rights.

Discounts And Promotional Orders

Where an order was purchased using a discount, promotional code or other offer, any applicable refund will be calculated based on the amount actually paid for the relevant product, rather than its undiscounted price.

Refunds Cannot Exceed The Amount Paid

Any refund issued in connection with an order cannot exceed the amount actually paid by the customer for the relevant product, except where otherwise required by applicable law.

Quick Summary

For customer-requested cancellations:

Before Shipment
Cancellation requests may be considered. If approved, the refund will be up to a maximum of 60% of the applicable amount paid, depending on the stage of production and costs already incurred.

After Shipment
Change-of-mind cancellations and refunds are not available because the product has been personalised specifically for you.

Damaged, Defective or Incorrect Product
Contact us so that we can review the issue. The 60% cancellation limit does not apply where applicable law requires a different remedy.

Need Help?

If you need to cancel an order or report a problem, please contact us with your order number and relevant details.

The Pixel Masala

Email: hello@thepixelmasala.com

Phone / WhatsApp: +91 98765 43210

We recommend contacting us as early as possible if you need to change or cancel an order, as personalised artwork may begin moving through the creative and production process soon after your order is confirmed.