Returns & Refunds Policy

Returns & Refunds Policy | Black Hat Pixels

Policies

Returns & Refunds Policy

Custom, made-to-order gear only hits different if it arrives right. Here’s how Black Hat Pixels handles returns, refunds, and quality issues—fair for you, sustainable for the brand.

Black Hat Pixels — A division of The Legacy LLC
Product Type: Custom Print-on-Demand Products
Promise: 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.

30-Day Window Eligible from the date your order is delivered.
Contact Us First We’ll review your request and issue a return authorization.

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 information
  • Change of mind or sizing issues (unless our error)

Return Process

All returns must be processed through our fulfillment partner.

Step-by-Step

  1. Contact Black Hat Pixels: Email returns@blackhatpixels.com within 30 days.
  2. Provide Order Details: Include order number, photos, and reason.
  3. Return Authorization: We’ll review and provide instructions.
  4. Ship to Fulfillment Center: Send item to the return address provided in your authorization.
  5. Processing: Refund in 5–10 business days after receipt (timing may vary by bank/payment provider).

Return Shipping Address

All approved returns must be sent to the address included with your return authorization.

Returns Department
ATTN: Black Hat Pixels Return — [YOUR RMA NUMBER]
[Fulfillment Center Address Provided in Authorization]

Specific return address will be provided with your authorization.

Refund Information

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

Note: If a replacement is the fastest fix, we may offer a reprint/remake instead of a refund when appropriate.

International Returns

  • Shipping: Customer covers return shipping cost.
  • Customs: Mark package as “RETURNED GOODS” where applicable.
  • Processing: Allow additional time for international transit and processing.
  • Currency: Refunds are issued in the original transaction currency.
  • Tracking: Tracking is strongly recommended for protection.

Exchanges

No direct exchanges due to custom production.

  1. Return the original item (if eligible).
  2. Place a new order.
  3. We’ll prioritize production when possible.

Expedited Resolution

  • Priority Review: Mark your email subject as “URGENT”.
  • Rush Replacement: Available for confirmed defects when possible.
  • Partial Refund: May be offered for minor issues at our discretion.
  • Store Credit: A faster option if you prefer immediate value.

Return Support

Email Support

returns@blackhatpixels.com
Response within 24 hours

Live Chat

Available on website
Hours vary by availability

Important Return Notes

  • Return authorization is required.
  • Unauthorized returns may not be processed.
  • Photos are required for approval.
  • Refunds are issued to the original payment method.
  • Peak seasons may extend processing timelines.

Quality Guarantee

Black Hat Pixels guarantees high-quality custom products. If your order arrives incorrect or defective due to our error, we’ll make it right.

Need Return Help?

Black Hat Pixels Returns
A division of The Legacy LLC

Email: returns@blackhatpixels.com
Website: www.blackhatpixels.com

Support hours are listed on the Contact page.

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