Refund policy
Fair refunds, clearly explained.
Last updated October 12, 2026
Everything you buy on PIXVIX is digital and available instantly. If you have not used it yet, you can get your money back within 14 days. Once you have used it, the sale is final.
At a glance
| What you bought | Refundable within 14 days if… | Not refundable once… |
|---|---|---|
| A pattern from the shop | you have not opened it in the app, downloaded the PDF or marked any stitches | it was opened, downloaded or stitched, or 14 days have passed |
| A pattern bought as a gift | the recipient has not opened, downloaded or stitched it | the recipient used it, or 14 days have passed |
| Credit packs | none of the credits in the pack have been used | any credit was used — partly used packs cannot be refunded in part |
| Credit gifts | the recipient has not claimed the gift yet | the gift was claimed, or 14 days have passed |
Why used items are final
A pattern is a digital file: once it has been opened, downloaded or stitched, it cannot be returned. Before paying for a pattern you tick a box confirming you want instant access and understand that it cannot be refunded once it is used. Under EU and UK consumer law this means the 14-day right of withdrawal ends when you start using the pattern. Until then you can still cancel and get a full refund.
We always refund when
- you were charged twice for the same thing, or bought a pattern you already own by mistake;
- the pattern or file is broken and we cannot fix it or replace it for you;
- the payment was not made by you (contact us and your bank — we will help).
How to ask for a refund
- Email support@pixvix.app within 14 days of your purchase.
- Include the email you paid with and the order number from your receipt.
- We reply within 2 business days. Approved refunds go back to your original payment method — usually within 5–10 business days, depending on your bank.
When a purchase is refunded, the pattern is removed from the library it was added to, or the unused credits are removed from your balance.
Please talk to us first
If something is not right, write to us before opening a dispute with your bank — we answer quickly and most issues are fixed in minutes. Payments are processed by our reseller and Merchant of Record, Dodo Payments. Nothing here limits your rights under the consumer law of your country. See also our Terms.