Refund & Cancellation Policy

When your agent buys something through TrustPixel, TrustPixel is the seller. If something goes wrong — the agent bought outside what you authorized, the item is wrong, it never arrived, or you simply changed your mind — you deal with us, not the merchant, and this page tells you exactly what to expect.

01Who you deal with

1.1 We are the merchant of record. TPixel, Inc. (doing business as TrustPixel) is the seller for orders placed through the exchange and is the party that charged your payment method. You will see TRUSTPIXEL on your statement. All refund and cancellation requests come to us, and we issue the refund; we settle with the merchant separately.

1.2 One policy, every merchant. Because we are the seller, the terms on this page apply to every order regardless of which merchant fulfilled it. A merchant may offer more generous terms, which we will honor, but never less.

1.3 Your agent can act for you. A refund request may be made by you directly or by the agent you authorized, using the refund interface in our API. Either way, the request is tied to the order's receipt, and we confirm it to you directly.

02At a glance

03Mandate mismatch: the automatic refund

3.1 What counts. A mandate mismatch is an order fulfilled outside the tolerance recorded in your receipt — for example, a different SKU, a color or size outside the range you allowed, a price above your ceiling, or delivery to the wrong address or outside the window you required. Minor differences within the recorded tolerance are not a mismatch.

3.2 How we determine it. We compare the receipt (which records the mandate and the mandate-check result) against what was fulfilled, using the merchant's shipment record and, where needed, photos you send us. Where the receipt and the fulfillment record disagree, the receipt controls.

3.3 What you get. A full refund of the item price, taxes, and original shipping, to your original payment method. If the mismatch was caused by the agent exceeding its authority, we still refund you and recover from the agent's operator under our Terms.

3.4 Returning the item. We will send a prepaid return label. If the item's value or nature makes return impractical, we may tell you to keep or dispose of it; that does not reduce your refund.

3.5 Timing. We aim to confirm a mismatch within 2 business days of your report and to issue the refund within 5 business days of confirmation, without waiting for the return to arrive. We also run our own reconciliation and will refund proactively where we detect a mismatch ourselves.

04Changed your mind: the 30-day return

1. You may return most items for any reason within 30 days of delivery.
2. Items must be unused, in their original condition, with tags and packaging where they had them. We may reduce a refund to reflect diminished value if an item comes back used or damaged beyond what is needed to inspect it.
3. We refund the item price and taxes. Original shipping is refunded if you return the entire order; if you keep part of it, original shipping is not refunded.
4. Return shipping is at your cost unless Section 10 says otherwise. We do not currently charge a fee for using our return label.
5. Some categories are excluded — see Section 8.

05Cancelling before shipment

You or your agent may cancel an order at any time until the merchant marks it shipped, for a full refund with no fee. Once it has shipped, the order is treated as a return under Section 4. Because agents can act quickly, we recommend a cancellation instruction be sent through the same agent or through your account rather than by email.

06Damaged, defective, or wrong item

If the item arrives damaged, does not work as described, or is not what your receipt says you ordered, tell us within 30 days of delivery with a short description and photos. We will offer a replacement where one is available or a full refund including shipping. We will tell you whether to return the item; if we ask for it back, the label is prepaid.

07Never arrived

If tracking shows no delivery by the end of the estimated window in your receipt, contact us. We will investigate with the carrier and merchant and, unless there is clear evidence of delivery to the address you gave, offer a replacement or full refund within 5 business days. Where tracking shows delivery but you did not receive the item, we will work with you and may ask you to confirm the address, check with neighbors or your building, or provide a statement.

08What can't be returned

For health, safety, or practical reasons, the 30-day change-of-mind return does not apply to the items below. Sections 3, 6, and 7 — mandate mismatch, defective or wrong, never arrived — always apply, and so do your statutory rights.

• Perishable goods, including food and flowers.
• Items made to your specification or clearly personalized.
• Sealed goods that are not suitable for return once unsealed for hygiene or health reasons, such as cosmetics, earbuds, or intimate apparel, if the seal is broken.
• Digital content or software delivered by download or license key, once delivery has begun with your (or your agent's) acknowledgment that this waives the return right.
• Gift cards and prepaid codes.
• Hazardous materials and items that cannot lawfully be shipped back.
• Items marked "final sale" at the time of the mandate check, where that marking was recorded in your receipt. An agent cannot accept a final-sale marking your mandate did not permit.
• Travel, tickets, and bookings. Flights, lodging, rentals, event tickets, and similar bookings follow the fare, rate, or ticket rules of the supplier, which are shown to your agent before the mandate check and recorded in your receipt. A booking sold as non-refundable is non-refundable; a refundable or changeable booking is handled according to its rules, and we process the refund or change as merchant of record. Sections 3 and 7 still apply in full: if the booking falls outside your mandate, or you never receive a valid confirmation, you are refunded regardless of the supplier's rules.

09How to request a refund

1. From your account. Open the order and choose "Request a refund." Tell us which situation applies and add photos if relevant.
2. Through your agent. Ask your agent to request a refund. It will use our refund API against the order's receipt, and we will confirm the request to you directly before acting on it for any refund above US$100.
3. By email. Write to support@trustpixel.ai with the order number from your receipt.
4. We acknowledge every request within 1 business day and give you a decision, or tell you what else we need, within 5 business days.

10Return shipping

Returns go to the address on the label we issue, which may be the merchant's warehouse. Please use the label we provide so the return is tracked to your order; an untracked return that does not arrive cannot be refunded.

11How and when you're paid

1. Refunds go to the original payment method. If that method is closed, contact us and we will arrange an alternative.
2. We issue the refund within 5 business days of approving it — or, for returns, within 5 business days of receiving the item, or of your proof of postage if that is sooner.
3. Your bank or card issuer may take a further 5–10 business days to show the credit. We cannot speed that up, but we can give you the refund reference.
4. Refunds are issued in U.S. dollars, the currency you were charged in.
5. Where a distribution partner shared value back to you for the purchase (for example a wallet reward), the partner may reverse that value when we refund; their terms govern that.

12Chargebacks

Please contact us before disputing a charge with your bank. We can almost always resolve a problem faster than a chargeback, which typically takes 30–90 days and freezes the amount while it runs. If you open a chargeback, we will respond to your bank with the receipt and fulfillment record; if the chargeback is upheld, that concludes the matter and no separate refund is due. Repeated chargebacks filed without first contacting us may result in the suspension of your account under our Terms.

13Your statutory rights

Nothing in this policy limits rights you have by law. These are in addition to, not instead of, everything above.

1. Shipping delays. Under the FTC's Mail, Internet, or Telephone Order Merchandise Rule, if we cannot ship within the time stated at purchase (or within 30 days if no time was stated), we will tell you, offer you the choice of waiting or cancelling for a full refund, and refund promptly if you cancel. Section 7 already gives you at least this.
2. Warranties. Goods carry the implied warranties of merchantability and fitness that state law provides, and any written warranty from the merchant or manufacturer applies as written under the Magnuson-Moss Warranty Act. Our Terms describe how implied warranties are limited where the law permits.
3. State refund-disclosure rules. Some states require sellers to disclose a refund policy that is less generous than a full refund within a set period. Because this policy offers a full 30-day return on most items, we meet those rules; where an item is excluded under Section 8, that exclusion is shown at the time of the mandate check.
4. Outside the United States. We do not currently sell outside the U.S. If that changes, the consumer-protection rights of your country will apply where they give you more than this policy does, and we will update this page first.

14Platform and API fees

This section applies to merchants, agent developers, and distribution partners, not to consumer purchases.

1. Transaction fees (take rate, affiliate fee) are earned when the order completes and are not refundable, except that where we refund a consumer under this policy we reverse the corresponding fee on that order.
2. Subscription and platform fees are billed in advance for the term in your order form and are non-refundable once the term begins, except where a signed agreement or the law says otherwise. You may cancel renewal at any time before the renewal date.
3. Verification fees (KYC, KYA, KYB passed through from vendors) are non-refundable once the check has run, whatever the result.
4. Billing errors. If we charge you incorrectly, tell us within 60 days of the invoice and we will correct it and refund any overpayment.
5. Payout reversals. Where a consumer refund or chargeback relates to a merchant's order, the corresponding amount is deducted from the merchant's next payout or drawn from its reserve, as set out in our Terms.

15Abuse of this policy

We stand behind every order, and we also protect merchants and honest customers. We may decline a return, deduct diminished value, or limit an account where we see patterns of returns that do not match the reason given, items returned used or swapped, repeated non-receipt claims, or agents that place orders designed to trigger mismatch refunds. We will tell you if we take such a step and how to respond.

16Contact

TPixel, Inc., doing business as TrustPixel
1808 Wedemeyer St., San Francisco, CA 94129
support@trustpixel.ai · +1 (415) 853-4659

One address for everything on this page — consumer refunds, merchant and partner billing, and chargeback questions.