Remember that the person ordering from you personally is your customer and, in this instance, you are our customer, so you need to interface with us on their behalf, rather than have them deal directly with us.
Here’s how returns work (there are two options):
Option 1:
If you're not happy with a purchase that you made on FAA/Pixels.com, for any reason, you can return it to us within 30 days of the order date. As soon as it arrives, we'll issue a full refund for the purchase price. Please note, FAA/Pixels does not reimburse the outgoing or return shipping charges unless the return is due to a defect in quality.
Click here to return your order:
http://pixels.com/returnsstep1.html?newrma=true
(This is what you would complete with your email address and the Fine Art America / Pixels.com order number, then send your customer the RMA label we generate for you, so that they can send back the return to us. Be sure to have your customer attach the RMA label to the outside of the box when they ship back the order).
OR
Option 2:
We *may* be able to issue a refund without your customer having to ship their product back, but first, you need to email support-tickets- at - fineartamerica.com with your Fine Art America / Pixels.com order number and photos of the issue to ask if this is an available option.
If our customer care team replies that you can do this, please take the following steps:
1) Have your customer destroy the item(s)
2) Attach a photo of the item(s) destroyed
3) We will then issue your refund (minus the original shipping cost - unless due to a defect or product or damage), and you can then refund your customer.
4) They can then dispose of the item(s)
Again, please note, we can only issue refunds within 30 days of the purchase date.
Abbie
-------------------
Community & Technical Support Manager
Shopify/Pixels Representative
