Introduction
Thank you for shopping at PimpYourHome. Every item in our shop is made to order: it is printed only after you place your order, by one of our production partners. If something is wrong with your order, we are here to help.
Our Make-It-Right Promise
If it's our fault or the carrier's, we fix it for free. That covers:
- an item that arrives damaged, defective or misprinted;
- the wrong item;
- something clearly different from its product page at the time of your order;
- a parcel lost by the carrier on the way to the correct and complete address you gave us.
We will send you a free replacement or give you a refund. You don't need to send the item back.
How to tell us about an item problem: email help@pimpyhome.com within 30 days of delivery with your order number and clear photos of the problem. For several items, one photo showing all of them is fine. Once we have checked the photos, we will send your replacement or refund.
Parcel not arrived? If your order has not arrived within 30 days of shipping (45 days for international orders), please contact us within 7 days after that so we can open a claim with the carrier.
Marked delivered but not there? Please first check with household members, neighbors and any safe places around your address. Then tell us within 7 days of the delivery scan so we can open a trace with the carrier. Parcels marked as delivered are investigated case by case.
30-day returns
Changed your mind, or ordered the wrong size, color or option? You can return an item within 30 days of delivery, wherever you live.
- Contact us first — we'll confirm the return address, which is normally the sender address printed on your package label. Email help@pimpyhome.com within 30 days of delivery with your order number and the items you want to return. Our items ship from different production locations, so this address can differ from order to order.
- Send the item back within 14 days of telling us. It must be unused and in its original condition: wrapping paper uncut, and textiles unwashed and free of stains, odors and pet hair.
- Return postage: you pay the return postage. Please keep your proof of posting.
- Your refund: we refund the price you paid for the returned items to your original payment method within 14 days of receiving them back or your proof of posting, whichever comes first. Original shipping costs are not refunded, except under "Canceling within 14 days" below. Where a third-party payment-processing fee was charged, it is not refunded (see "Refunds").
There is no restocking fee. Items that arrive damaged, misprinted or wrong, or that are lost in transit, are handled under our Make-It-Right Promise above: free, and nothing needs to be sent back.
What we can't refund or replace
Except under our 30-day returns and your right to cancel (see below), we can't refund or replace an item when:
- a parcel can't be delivered, or is returned, because the shipping address was incorrect or incomplete, or because it was not collected or was refused (see our Fulfillment + Shipping Policy for reshipping options and fees);
- the difference is a normal characteristic of printed products (see below).
Normal for printed products (not defects)
- Colors: every screen shows colors a little differently, so the colors on your phone or computer are a close representation rather than an exact match of the printed product.
- Photos: product photos and previews show the design and how it is placed on the product; they are not photos of your specific item.
If something looks genuinely blurred, streaked or off-center at a normal viewing distance, that is a defect: send us a photo.
Changing or canceling an order
Because each item is made to order, it goes into production soon after you order. If you need to change or cancel your order, email help@pimpyhome.com with your order number as soon as possible.
- Before production starts: we can change or cancel it. A canceled order is refunded, less any third-party payment-processing fee (see "Refunds").
- After production starts: we can't change the address or the items, but you can still use our 30-day returns once the order arrives (and your right to cancel within 14 days, if you have one).
Canceling within 14 days (EU, EEA, Switzerland and UK)
If your order was delivered to an address in the European Union, the European Economic Area (Iceland, Liechtenstein or Norway), Switzerland or the United Kingdom, you may cancel it even if nothing is wrong with it:
- Tell us within 14 days of delivery (the day you, or someone you name, receives the item): email help@pimpyhome.com with your order number and say that you want to cancel.
- Send the item back within 14 days of telling us, to the return address printed on your package label. Our items ship from different production locations, so this address can differ from order to order.
- You pay the return postage. Please keep your proof of posting.
- We refund the item price plus the original standard delivery cost to your original payment method within 14 days of receiving the item back or your proof that you sent it, whichever comes first. The return postage is not refunded.
No processing fee is charged on orders with a billing address in these countries.
Items that arrive damaged, misprinted or wrong, or that are lost in transit, are handled under our Make-It-Right Promise above, wherever you live.
You can also use our 30-day returns instead.
Refunds
Approved refunds are issued to your original payment method within 3 days of approval. How long the money takes to appear depends on your bank or payment provider. When a refund is due to our error or the carrier's, it is always in full.
For a refund that is not due to our error (for example a change of mind, a return or a cancellation), third-party payment-processing fees are non-refundable. This never applies when the issue is our fault, and there is no such fee on orders with a billing address in the EU, the EEA, the UK or Switzerland.
Goodwill gestures
Where a refund or replacement is not owed under this policy, we may, entirely at our own discretion, offer a goodwill gesture such as a one-time discount code. Any such gesture is offered purely as a courtesy, is not an admission of fault or liability, and does not create any entitlement to the same in the future or change this policy.
Payment disputes
If you have a problem with your order, please contact us at help@pimpyhome.com before opening a payment dispute or chargeback. It is almost always faster than your bank, and we can usually solve it with you first.
Your statutory rights
Depending on where you live, you may have legal rights as a consumer. Nothing in this policy limits any rights you have under consumer laws that cannot be waived. To use such a right, contact us at help@pimpyhome.com with your order number.
Contact Us
PimpYourHome is operated by PimpYourWorld LLC, 30 N Gould St Ste N, Sheridan, WY 82801, USA. Email help@pimpyhome.com. We answer Monday through Friday; please allow up to 24 hours. Please include your order number.