Terms of Service

1. About these terms

These terms apply to every order placed on pixvenn.com. By placing an order you accept them, so please read the parts that matter to you — sections 3, 4 and 9 carry most of the practical weight.

We may update these terms from time to time. The version that applies to your order is the one published when you placed it, and we keep previous versions on file. If a change is material, we will flag it at the top of this page for at least 30 days.

These terms are written in English. Where we translate them, the English version prevails to the extent the law allows.

2. Who you are buying from

If you need our full postal address before ordering — for a customs form, an invoice or a consumer-protection request — email us and we will send it the same working day.

3. Products and dispatch dates

We sell ready-made designer toys, blind boxes, plush and collectible figures, sourced from established producers and held or ordered in small quantities. We are a retailer, not the manufacturer of the items we sell.

Every product page states one of two things:

• In stock — with the dispatch window that applies (for example, "ships within 24 hours").
• Pre-order — with the date we expect to dispatch. Pre-order items lock in the price you see today.

Dispatch is not the same as delivery: it is the day the parcel leaves us and starts its journey with the carrier. Delivery estimates are in section 8.

If a pre-order date slips by more than 30 days, you may cancel that item for a full refund at any point before it is dispatched — just email us, no reason needed.

Photographs are representative. Hand-finished and hand-painted items vary slightly in tone, gloss and paint edges; plush fabric may have a different pile direction after packing. Dimensions are approximate, within about 5%. These variations are not faults. We may withdraw or change products at any time, but never after you have ordered one at an agreed price.

4. Blind boxes and random designs

A blind box contains one sealed figure chosen at random. That is the product: the not-knowing is the point. Specifically:

• You are buying one random design from the series shown. We cannot reserve, swap or choose a design for you.
• Duplicates are possible when you buy single boxes. Where a product page says a full case contains no duplicates of the common designs, that promise applies to a sealed full case, not to loose boxes.
• The secret chase is never guaranteed. Published ratios (for example 1:96 or 1:144) describe the assortment across a production run, not a promise about your box.
• We do not accept change-of-mind returns on boxes whose seal has been broken. Once the seal is open, the mystery has been consumed and the item cannot be resold as new. This does not affect your rights if the item is damaged, faulty or not what you ordered — see sections 9 and 10.
• We do not accept returns because you drew a design you already own, or because you hoped for a different one.

5. Surprise Box, points and online draws

Our online machine lets you open a box on screen. Two things are worth being precise about:

You are buying a product with a randomly allocated design, not placing a bet. Every draw results in a physical item being allocated to you, shipped with your order. There is no cash prize, no cash alternative, and no outcome in which you receive nothing. The odds shown for each series reflect the stock remaining in that series at the time of your draw.

Collector points are a loyalty reward, not money:

• They have no cash value, cannot be bought, sold, transferred or exchanged for cash.
• They are tied to your email address, and one person may hold one rewards balance.
• Points expire after 12 months of complete inactivity — an order, a review, a check-in or an unboxing all count as activity. We email you before anything lapses.
• Points earned on an order that is cancelled or refunded are removed.
• We may void points and close a balance where we have clear evidence of abuse — bulk account creation, automated check-ins, or manipulating the draw.

Prizes and drawn items are dispatched with your order. We do not ship a single drawn item on its own, because the postage would cost more than the item.

6. Prices and payment

All prices are in US dollars. Your bank or payment provider may apply its own conversion rate and a foreign-transaction fee — that is between you and them, and we do not receive it.

Where VAT, GST or sales tax applies to your order, it is calculated and shown at checkout before you pay. For UAE and GCC orders, any duties we collect are shown at checkout. For other destinations, your customs authority may charge import duty or tax on delivery; that charge is set by your government, not by us, and is your responsibility unless we say otherwise at checkout.

We accept payment through PayPal, including cards processed by PayPal. Your payment is taken when you place the order. We never see or store your full card details.

If a price is listed incorrectly — a decimal point in the wrong place, a stale price on a cached page — we may cancel the order and refund you in full rather than honour it. We will tell you before doing anything else.

7. Orders and acceptance

Placing an order is an offer to buy. A contract is formed when we send you a dispatch confirmation, not when you pay. Until then we may decline an order — for example if the item has sold out, if we cannot ship to your address, if the price was clearly wrong, or if the order looks fraudulent.

If we cancel an order you have paid for, we refund the full amount, including any shipping, within 14 days and usually within 2 business days.

Please check your confirmation email. If the address is wrong, tell us immediately — once a parcel is with the carrier, changes may not be possible.

8. Delivery

We ship worldwide. Typical transit times after dispatch are 3–6 business days to the United States, 6–10 to the UK and EU, 7–12 to the UAE and the GCC, and 8–14 to the rest of the world. These are carrier estimates, not guarantees, and customs can add days that nobody controls.

• Tracking is emailed when the parcel leaves us.
• Risk passes to you on delivery to the address you gave us.
• Address accuracy is your responsibility. If a parcel is returned to us as undeliverable, we will contact you; re-sending it may cost the actual postage again.
• Lost parcels. If tracking shows no movement for 10 business days, tell us. We open a carrier investigation; where the carrier confirms the parcel is lost, we replace or refund it.
• Customs holds. If a parcel is held for duty or documentation and you decline to pay, the parcel may be returned or destroyed. In that case we refund the item price but not the original shipping.

9. Returns and refunds

14-day change of mind. If you are a consumer in the UK, the EU/EEA or anywhere with an equivalent distance-selling right, you may cancel your order within 14 days of receiving it, and send the item back within 14 days of telling us. We apply the same 14-day window to customers elsewhere as a matter of policy.

To be eligible:

• The item must be unused, with its seal intact where it has one, and in its original packaging.
• Blind boxes with a broken seal are excluded from change-of-mind returns (section 4) — but never from your rights if the item is faulty, damaged or wrong.
• Tell us first at hello@pixvenn.com with your order number, so we can expect the parcel and refund it quickly.

Who pays postage. If you changed your mind, you pay the return postage unless we offer a prepaid label because it works out cheaper. If the item was faulty, damaged in transit, or not what you ordered, we pay — and we will not ask you to cover it.

Refunds are made to the original payment method within 14 days of receiving the returned item or proof that it was sent. We may reduce the refund if the item has been used, damaged or handled beyond what is reasonable — we would tell you before doing that.

Statutory rights are unaffected. In the UK, the Consumer Rights Act 2015 gives you a 30-day short-term right to reject faulty goods, then the right to repair or replacement, then a price reduction or final refund. In the EU/EEA, you have a minimum two-year legal guarantee. In the UAE, Federal Decree-Law No. 15 of 2020 on Consumer Protection applies. Nothing in these terms shortens those rights.

10. Faulty or damaged items

If something arrives damaged, faulty or different from what you ordered, email us within 14 days of delivery. Include your order number and three photos: the outer parcel, the internal packaging, and the item itself. That is not bureaucracy — carriers require it before they will accept a damage claim, and it is the fastest route to a replacement.

We will offer a replacement first where stock allows, and a full refund where it does not. Please do not send a damaged item back before talking to us; we may not need it, and return postage is expensive for everyone.

What is not a fault: slight colour variation between screen and product, small paint edges on hand-finished figures, a plush that has settled in transit, or a design you simply do not like. Those are covered by the change-of-mind route in section 9 where the seal is intact.

11. Intellectual property

The pixvenn name, our site design, our photographs and our written copy belong to us. Please do not reuse them commercially without asking — for press, reviews and unboxings, just credit us and link back.

Product and series names may be trademarks of their respective owners. We sell genuine goods sourced from established producers and distributors. Unless a product page says otherwise in writing, pixvenn is not affiliated with, endorsed by, sponsored by or licensed by any toy brand, studio or character rights holder. If you believe something on our site infringes your rights, email us and we will act quickly.

12. Acceptable use

Please do not: scrape or bulk-copy the site; place automated or bulk orders intended for unauthorised resale; attempt to manipulate the online machine, points system or draw allocation; submit fake reviews; or use the site for anything unlawful. Where we see clear abuse we may cancel unshipped orders, void points and close the account. Refunds for cancelled orders are still made in full, less any payment fees we cannot recover.

13. Our liability

We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to exclude. Your statutory rights are not affected by this section.

Otherwise, our liability for any claim connected with an order is limited to the amount you paid for the item concerned (including its shipping). We are not liable for indirect or consequential losses — lost profit, lost opportunity, or the sentimental value of a collectible. If a parcel is delayed, our responsibility is to chase the carrier and, where the parcel is confirmed lost, to replace or refund.

14. Events outside our control

Sometimes things break that nobody planned for: customs strikes, carrier failures, port closures, extreme weather, or a supplier going quiet. Where that happens we will tell you promptly, keep you updated, and give you the choice of waiting or cancelling for a full refund. We will not use it as an excuse to keep your money.

15. Governing law and complaints

These terms are governed by the laws of the People's Republic of China, where our business is based. That choice does not remove the protection of mandatory consumer laws in the country where you live, and it does not stop you from bringing proceedings in your local courts.

Before anything formal, please email us. Almost every problem is a two-email fix, and we would rather solve it than argue. If we cannot resolve it, you may complain to the consumer authority in your country — in the UK, Citizens Advice can refer you to Trading Standards; in the EU/EEA, your national consumer body; in the UAE, the Ministry of Economy's consumer protection department.

We do not currently subscribe to an alternative dispute resolution scheme.

16. Changes to these terms

We update these terms when the shop changes. The version in force when you ordered is the one that applies to that order. Material changes are flagged at the top of this page for at least 30 days, and account holders are emailed before a change affecting rewards takes effect.

17. Contact

Orders, returns, damaged parcels, legal notices: hello@pixvenn.com. Collectors club and points: club@pixvenn.com. We answer within one business day, usually sooner.

How we handle your personal data is set out in our Privacy Policy.