Returns & Refunds Policy

Returns & Refunds Policy

Black Hat Pixels - A division of The Legacy LLC
Custom Print-on-Demand Products
Quality Guarantee & Customer Satisfaction

🔄 Return Policy Overview

At Black Hat Pixels, we stand behind the quality of our custom-printed products. Due to the made-to-order nature of our items, returns are handled on a case-by-case basis with specific guidelines to ensure fairness for all customers.

⏰ Return Window: 30 days from delivery date
📋 Return Authorization Required: Contact us before returning any items

✅ Eligible Returns

We accept returns for the following situations:

🛠️ Manufacturing Defects

Printing errors, material flaws, or production issues

📦 Shipping Damage

Items damaged during transit or delivery

❌ Wrong Item Sent

Incorrect product, size, or design shipped

🎨 Significant Quality Issues

Major deviations from approved design or specifications

❌ Non-Returnable Items

Due to the custom nature of our products, the following items cannot be returned:

  • Items with customer-submitted designs (unless manufacturing defect)
  • Products customized to personal specifications
  • Items worn, washed, or altered after delivery
  • Products damaged by customer misuse
  • Orders placed with incorrect customer information
  • Change of mind or sizing issues (unless our error)

📋 Return Process

All returns must be processed through our fulfillment partner to ensure proper handling and refund processing.

Step-by-Step Return Process:

  1. Contact Black Hat Pixels: Email returns@blackhatpixels.com within 30 days
  2. Provide Order Details: Include order number, photos of issue, and reason for return
  3. Return Authorization: We'll review and provide return instructions if approved
  4. Ship to Fulfillment Center: Send item to our Printify fulfillment partner address
  5. Processing: Refund processed within 5-10 business days after receipt

📍 Return Shipping Address

All approved returns must be sent to our fulfillment partner:

Printify Returns Department
ATTN: Black Hat Pixels Return - [YOUR RMA NUMBER]
[Printify Fulfillment Center Address]
[City, State ZIP Code]

Note: Specific return address will be provided with your Return Authorization

💰 Refund Information

Return Reason Refund Amount Return Shipping
Our Error/Defect Full refund + original shipping We cover return shipping
Customer Error Product cost only Customer pays return shipping
Damaged in Transit Full refund + original shipping We cover return shipping

🌍 International Returns

International customers can return items following the same process, with additional considerations:

  • Return Shipping: Customer responsible for return shipping costs to US fulfillment center
  • Customs Forms: Mark packages as "RETURNED GOODS" to avoid additional duties
  • Processing Time: Allow 2-3 weeks for international return processing
  • Currency: Refunds issued in original payment currency
  • Tracking Required: Use trackable shipping method for return protection

🔄 Exchanges

Exchange Policy: Due to our made-to-order model, we don't offer direct exchanges. For size or design changes, we recommend:

  1. Return the original item (if eligible)
  2. Place a new order with correct specifications
  3. We'll prioritize production of your replacement order

⚡ Expedited Resolution

For urgent issues or time-sensitive orders:

  • Priority Review: Mark emails as "URGENT RETURN" for faster processing
  • Rush Replacement: Available for manufacturing defects (additional fees may apply)
  • Partial Refunds: Considered for minor quality issues that don't warrant full return
  • Store Credit: Option for faster resolution and future purchases

📞 Return Support

Our customer service team is here to help with any return questions:

📧 Email Support

returns@blackhatpixels.com
Response within 24 hours

📱 Live Chat

Available on website
Mon-Fri: 9 AM - 6 PM PST

⚠️ Important Return Notes

  • Return authorization must be obtained before shipping items back
  • Items returned without authorization may not be processed
  • Original packaging not required, but items must be in sellable condition
  • Photos of defects or issues required for return approval
  • Refunds processed to original payment method only
  • Processing times may be extended during peak seasons

🛡️ Quality Guarantee

Black Hat Pixels is committed to delivering high-quality custom products. If you're not satisfied with the quality of your order due to our error, we'll make it right with a full refund or replacement.

Need Return Help?

Black Hat Pixels Returns Department
A division of The Legacy LLC
Email: returns@blackhatpixels.com
Phone: +1 (555) BHP-HELP
Website: www.blackhatpixels.com

Monday - Friday: 9 AM - 6 PM PST | Saturday: 10 AM - 4 PM PST

Last updated: August 26, 2025 | © 2025 The Legacy LLC. All rights reserved.