Support

Pixy Battery Recall Program

Customer safety is a top priority for Snap. As such, we are recalling all Pixy batteries in coordination with the U.S. Consumer Product Safety Commission (CPSC).

Eligibility

  • Any customer who purchased directly from Pixy.com.
  • Any customer who has a Pixy that they received as a gift.
  • Any customer who purchased from Amazon.com.

Return Process

  • For customers who ordered from Pixy.com, follow the “Return your Pixy” link below to initiate the return process.
  • For customers who ordered from Amazon.com or received the unit as a gift, please contact our support team at support@pixy.com.
  • For customers who only have a Pixy battery or charger, but do not have a Pixy unit, please contact our support team at support@pixy.com.
  • Once we receive the Pixy at our return center we will refund your order to the original payment method. If we can’t, we’ll send your refund by check within three to six weeks.
  • Please, do not send the batteries with the unit. Please see below guidance on how to dispose of your Pixy batteries.

Terms of Recall

When you submit the recall registration, you are agreeing to the terms of the recall and confirming that you qualify for your refund, including compliance with the following statements: I am in possession of the Pixy that I will be registering. Prior to sending the Pixy device(s) in my possession to Snap, I will remove the battery(ies) from the device and dispose of it(them) in accordance with local and state ordinances. I understand that if I return something that is not a genuine Pixy device, I will not receive a refund and Snap will not return the device to me.

Battery Disposal

The batteries from your Pixy should be removed and disposed of separately before returning your Pixy camera. For guidance on how to dispose of your battery, visit the EPA website for information regarding disposal of household hazardous waste or visit an EPA recommended resource here to find nearby household hazardous waste collection points.

Do not throw the recalled batteries in the trash. Do not deposit the recalled batteries in used battery recycling boxes found at various retail and home improvement stores. Recalled lithium-ion batteries should be disposed of in accordance with any local and state ordinances, following the procedures established by your municipal recycling center for damaged/defective/recalled lithium-ion batteries, because these potentially hazardous batteries must be handled differently than other batteries.

Pixy Battery Recall Program

Customer safety is a top priority for Snap. As such, we are recalling the batteries for Pixy and offering refunds for all Pixy products.

Eligibility

  • Any customer who purchased directly from Pixy.com.
  • Any customer who has a Pixy that they received as a gift.

Return Process

  • For customers who ordered from Pixy.com, follow the “Return your Pixy” link below to initiate the return process.
  • For customers who ordered from Amazon.com or received the unit as a gift, please contact our support team at support@pixy.com.
  • For customers who only have a Pixy battery or charger, but do not have a Pixy unit, please contact our support team at support@pixy.com.
  • Once we receive the Pixy at our return centre we will arrange your refund.
  • Please, do not send the batteries with the unit. Please see below guidance on how to dispose of your Pixy batteries.

Terms of Recall

When you submit the recall registration, you are agreeing to with the terms of the recall and that you qualify for your refund, including compliance with the following statements: I am in possession of the Pixy that I will be registering. Prior to sending the Pixy device(s) in my possession to Snap, I will remove the battery from the device and dispose of them in accordance with local requirements. I understand that if I return something that is not a genuine Pixy device, I will not receive a refund and Snap will not return the device to you.

Battery Disposal

The batteries from your Pixy should be removed and disposed of separately before returning your Pixy camera. All batteries should be disposed of in accordance with local requirements. Do not throw the recalled batteries in the general waste. Please contact your local authority if you need more information.

Programme de rappel de batterie Pixy

La sécurité des clients est une priorité absolue pour Snap. À ce titre, nous rappelons les batteries pour Pixy et nous offrons des remboursements pour tous les produits Pixy.

Éligibilité

  • Tout client qui a acheté directement auprès de Pixy.com.
  • Tout client possédant un Pixy reçu en cadeau.

Processus de retour

  • Si vous avez commandé sur Pixy.com, veuillez suivre le lien « Retourner votre Pixy » ci-dessous pour initier le processus de retour.
  • Si vous avez reçu l'appareil en cadeau, veuillez contacter notre équipe d'assistance à support@pixy.com.
  • Une fois que nous aurons reçu le Pixy dans notre centre de retours, nous organiserons votre remboursement.
  • Veuillez ne pas envoyer les batteries avec l'appareil. Veuillez consulter les instructions ci-dessous sur la façon de se débarrasser de vos batteries Pixy.

Conditions de rappel

Lorsque vous envoyez la déclaration de rappel, vous acceptez les conditions de rappel et déclarez que vous êtes admissible à un remboursement, dans le respect des déclarations suivantes : Je suis en possession du Pixy que je vais enregistrer. Avant d'envoyer le(s) appareil(s) Pixy en ma possession à Snap, je vais retirer la batterie de l'appareil et la jeter conformément aux réglementations locales. Je comprends que si je renvoie quelque chose qui n'est pas un appareil Pixy authentique, je ne recevrai pas de remboursement et Snap ne me renverra pas d'appareil.

Mise au rebut de la batterie

Les batteries de votre Pixy doivent être retirées et mises au rebut séparément avant de renvoyer votre caméra Pixy. Toutes les batteries doivent être mises au rebut conformément aux réglementations locales. Ne pas jeter les batteries rappelées avec les déchets ménagers. Pour de plus amples informations, veuillez contacter les autorités locales.

FAQs

Why are you recalling the Pixy battery that comes with the Pixy Flying Camera?

Snap, in cooperation with the US Consumer Product Safety Commission is recalling the battery that comes with the Pixy Flying Camera because the battery can overheat, posing a fire hazard. We will issue a refund of the purchase price. There have been no reports of property damage related to the battery overheating. The batteries were sold with the Pixy flying camera and separately.

We are asking all consumers to send us the Pixy Flying Camera without the battery. All batteries need to be disposed of in accordance with local and state regulations.

You can request your refund today by registering your Pixy products for the refund program via Pixy’s website at support.pixy.com/recall. If you register to return the Pixy Flying Camera, we will send a pre-paid return label via email to return your unit and provide information regarding disposal of the recalled battery. Your refund amount will be based on the Pixy products still in your possession and applicable purchase prices, including discounts that were applicable throughout the time period Pixy products were available for sale.

How do I know if my Pixy is recalled?

All Pixy batteries are included within the scope of this recall. If you purchased or received any spare batteries for the Pixy as part of your order, or separately, those batteries are recalled as well and you can receive a refund.

How do I dispose of my Pixy battery before shipping my Pixy Flying Camera?

The batteries from your Pixy should be removed and disposed of separately before returning your Pixy Flying Camera. For guidance on how to dispose of your battery, visit the EPA website for information regarding disposal of household hazardous waste or visit an EPA recommended resource here to find nearby household hazardous waste collection points.

Do not throw the recalled batteries in the trash. Do not deposit the recalled batteries in used battery recycling boxes found at various retail and home improvement stores. Recalled lithium-ion batteries should be disposed of in accordance with any local and state ordinances, following the procedures established by your municipal recycling center for damaged/defective/recalled lithium-ion batteries, because these potentially hazardous batteries must be handled differently than other batteries.

If I send my Pixy for a refund, how long will it take to get my refund?

Once we have received and checked your Pixy we will process your refund within 15 business days. Please then allow a further 5 business days for the funds to reach you. If we are unable to refund to your original payment method, please allow additional time for your refund to reach you.

Do I need a purchase receipt to show that I bought a Pixy battery?

Though order-related information is requested (if available) to expedite the registration process, no proof of purchase is required to register for the recall.

I bought a Pixy Flight Pack or other accessories. Do I need to return everything?

No. The only item that would need to be sent back is the Pixy Flying Camera.

I have an issue with a different Snap product, what do I do?

Please contact our Support Team at support@snap.com, and we’d be happy to help.

Are you recalling other products?

No, this recall is only for the Pixy battery and any spare batteries for the Pixy that you may have. No other Snap products are being recalled.

I received my Pixy as a gift. Should I also participate in the recall?

Yes, no matter how you received a Pixy, we encourage you to participate in the recall and visit support.pixy.com/recall to find instructions on how to return the unit and dispose of the battery and any spare batteries that you may have.

What if I sold or gifted the Pixy to someone else? Should I notify them about the recall?

If you sold or gifted a Pixy to someone, Snap would appreciate it if you would send them a message to notify them of the recall and direct them to participate in the recall by visiting support.pixy.com/recall.

My Pixy seems fine. Do I need to participate in the recall?

We are glad you enjoyed your Pixy and that it functioned as expected. We are asking anyone with a Pixy to participate in the recall by visiting support.pixy.com/recall.

Can I synchronize my pictures/videos before removing the battery?

We ask that you stop using the Pixy, remove the battery and stop charging it. Then visit support.pixy.com/recall for instructions on how to participate in the recall, receive a refund of the purchase price, and dispose of the battery. Please note that Snap is deprecating Pixy functionality in the app, and you will no longer be able to sync content from Pixy starting mid-February 2024.

FAQs

Why are you recalling the Pixy battery that comes with the Pixy Flying Camera?

Snap is recalling the lithium battery that comes with the Pixy Flying Camera because the battery can overheat, posing a risk of fire. We will issue a refund for your product The batteries were sold with the Pixy flying camera and separately.

We are asking all consumers to send us the Pixy Flying Camera without the battery. All batteries should be disposed of in accordance with local requirements.

You can request your refund today by registering your Pixy products for the refund program via Pixy’s website at support.pixy.com. If you register to return the Pixy and you live in the UK or France, we will send a prepaid return label via email for you to return your unit and provide information regarding disposal of the recalled battery. Your refund amount will be based on the Pixy products still in your possession and applicable purchase prices, including discounts that were applicable throughout the time period Pixy products were available for sale.

How do I know if my Pixy is recalled?

All Pixy batteries are included within the scope of this recall. If you purchased or received any spare batteries for the Pixy as part of your order, or separately, those batteries are recalled as well and you can receive a refund.

How do I dispose of my lithium battery?

All batteries should be disposed of in accordance with local requirements. Please contact your local authority if you need more information.

Do I need a purchase receipt to show that I bought a Pixy battery?

Though order-related information is requested (if available) to expedite the registration process, no proof of purchase is required to register for the recall.

I bought a Pixy Flight Pack or other accessories. Do I need to return everything?

No. The only item that would need to be sent back is the Pixy Flying Camera.

I have an issue with a different Snap product, what do I do?

Please contact our Support Team at support@snap.com, and we’d be happy to help.

Are you recalling other products?

No, this recall is only for the Pixy battery and any spare batteries for the Pixy that you may have. No other Snap products are being recalled.

I received my Pixy as a gift. Should I also participate in the recall?

Yes, no matter how you received a Pixy, we encourage you to participate in the recall and visit support.pixy.com/recall to find instructions on how to return the unit and dispose of the battery and any spare batteries that you may have.

What if I sold or gifted the Pixy to someone else? Should I notify them about the recall?

If you sold or gifted a Pixy to someone, Snap would appreciate it if you would send them a message to notify them of the recall and direct them to participate in the recall by visiting support.pixy.com/recall.

My Pixy seems fine. Do I need to participate in the recall?

We are glad you enjoyed your Pixy and that it functioned as expected. We are asking anyone with a Pixy to participate in the recall by visiting support.pixy.com/recall.

Can I synchronize my pictures/videos before removing the battery?

We ask that you stop using the Pixy, remove the battery and stop charging it. Then visit support.pixy.com/recall for instructions on how to participate in the recall, receive a refund of the purchase price, and dispose of the battery. Please note that Snap is deprecating Pixy functionality in the app, and you will no longer be able to sync content from Pixy starting mid-February 2024.

FAQs

Pourquoi faites-vous un rappel de la batterie Pixy fournie avec la caméra volante Pixy ?

Snap rappelle la batterie au lithium fournie avec la caméra volante Pixy car la batterie peut surchauffer, présentant un risque d'incendie. Nous vous rembourserons votre produit. Les batteries ont été vendues avec la caméra volante Pixy et séparément.

Nous demandons à tous les consommateurs de nous envoyer la caméra volante Pixy sans la batterie. Toutes les batteries doivent être mises au rebut conformément aux réglementations locales.

Vous pouvez faire votre demande de remboursement dès aujourd'hui en enregistrant vos produits Pixy au programme de remboursement sur le site web de Pixy à l'adresse support.pixy.com/recall. Si vous vous inscrivez pour renvoyer le Pixy et que vous résidez au Royaume-Uni ou en France, nous vous enverrons par e-mail une étiquette de retour prépayée pour le renvoi de votre appareil et nous vous fournirons des informations sur la mise au rebut de la batterie rappelée. Le montant de votre remboursement sera basé sur les produits Pixy encore en votre possession et sur les prix d'achat applicables, y compris les remises applicables tout au long de la période pendant laquelle les produits Pixy étaient disponibles à la vente.

Comment puis-je savoir si mon Pixy est rappelé ?

Toutes les batteries Pixy sont concernées par ce rappel. Si vous avez acheté ou reçu des batteries de rechange pour le Pixy dans le cadre de votre commande, ou séparément, ces batteries sont également rappelées et vous pouvez recevoir un remboursement.

Comment puis-je me débarrasser de ma batterie au lithium ?

Toutes les batteries doivent être mises au rebut conformément aux réglementations locales. Pour de plus amples informations, veuillez contacter les autorités locales.

Ai-je besoin d'un reçu d'achat pour montrer que j'ai acheté une batterie Pixy ?

Bien que des informations liées à la commande soient demandées (si disponibles) afin d'accélérer le processus d'enregistrement, aucune preuve d'achat n'est nécessaire pour s'inscrire au rappel.

J'ai acheté un « Pack de vol » Pixy, dois-je retourner tout ce qui était fourni avec ?

Non. Le seul article qui devra être renvoyé est la caméra Pixy.

J'ai un problème avec un produit Snap différent, que dois-je faire ?

Veuillez contacter notre équipe d'assistance à l'adresse support@snap.com et nous vous aiderons avec plaisir.

Est-ce que vous rappelez d'autres produits ?

Non, ce rappel concerne uniquement la batterie Pixy et toute batterie de rechange pour le Pixy que vous pourriez avoir. Aucun autre produit Snap n'est rappelé.

J'ai reçu mon Pixy gratuitement. Dois-je également participer au rappel ?

Oui, peu importe la façon dont vous avez reçu l'appareil, nous vous encourageons à participer au rappel. Consultez support.pixy.com/recall pour trouver les instructions concernant le retour de l'appareil et la mise au rebut de la batterie et de toute batterie de rechange que vous pourriez avoir.

Que faire si j'ai vendu ou offert le Pixy à quelqu'un d'autre ? Dois-je les informer du rappel ?

Si vous avez vendu ou offert un Pixy à quelqu'un, Snap vous serait reconnaissant de bien vouloir leur envoyer un message pour les informer du rappel et les inciter à y participer en visitant le site support.pixy.com/recall.

Mon Pixy semble bien fonctionner. Est-ce que je dois participer au rappel ?

Nous sommes ravis que vous ayez apprécié votre Pixy et qu'il ait fonctionné comme prévu. Nous demandons à toute personne munie d'un Pixy de participer au rappel en visitant le site support.pixy.com/recall.

Puis-je synchroniser mes photos/vidéos avant de retirer la batterie ?

Nous vous demandons de cesser d'utiliser le Pixy, de retirer la batterie et de cesser de la charger. Ensuite, consultez support.pixy.com/recall pour savoir comment participer au rappel, obtenir un remboursement du prix d'achat et se débarrasser de la batterie. Veuillez noter que Snap est en train de supprimer la fonctionnalité Pixy dans l'application et que vous ne pourrez plus synchroniser le contenu depuis Pixy à partir de la mi-février 2024.