Refund policy

Return and Refund Policy for HandheldLegend.com

Thank you for shopping with Hand Held Legend! We want you to be completely satisfied with your purchase. If for any reason you're not, we offer a return policy as outlined below (conditions may apply). Please leave a note with your return request stating the reason for the return with as much information as possible. This will help speed up the return process to ensure it is eligible as stated in the guidelines below. Our support team may need to reach out to you to clarify the reasons for return. Please read the following:
  • Self-Service Return Portal: Items that are in new condition can be returned easily using our self-service return portal. Simply visit our returns page to initiate the return process and print your return label. This portal is for domestic (USA) customers only.
  • International Customers: If you need to return a product that is new and unused, it is up to you to cover the return shipping costs. The portal is not available for international returns. Same rules for defective/damaged items as seen above apply.
  • Shipping Costs for Returns: For returns of new, unused items, a one-time return shipping fee of $8.99 will apply. This fee covers the cost of processing and handling your return. The fee will be deducted from your return refund. Fee does not apply if our support team has determined your product is damaged or defective.
  • Returns: You may return items within 30 days of purchase.
  • Condition: To be eligible for a return, items must be in new, unused condition with all original packaging and accessories intact. If returned items are found to be in used condition, are missing items, or not in original packaging, no refund will be issued.
  • Damaged Items: If your item arrives damaged, it may be eligible for a replacement. Please contact our support team at support@handheldlegend.com with photos of the damage for authorization to begin the replacement process. Do not proceed with a return in the portal until you have received confirmation from our support team. 
  • Defective Items: If your item is defective, it must go through troubleshooting with our support team. Do not proceed with a return in the portal until you have received confirmation from our support team. Please contact support@handheldlegend.com to troubleshoot/resolve the issue before initiating a return or replacement. Photos and/or videos may be required. If you have already installed the product, please do not uninstall or de-install it at this time. We may need to inspect the installation and any soldering work performed in order to verify the issue and/or provide appropriate troubleshooting steps. Failure to adhere to the troubleshooting process will result in your return being denied. Refunds for shipping costs and Navidium Shipping Protection are not given in these instances.
  • Any issue(s) with product(s), whether it is damaged, defective, general dissatisfaction, etc. needs to be reported to us within 30 days of purchase.
  • Opened & Installed Items: Items that have been installed or removed from their packaging may not be eligible for refund or replacement. This includes, but is not limited to, removing protective films, soldering, bending, or any other alterations made to the item. You may reach out to support to see if your item will qualify.
  • LCD & Backlight Kits: All LCD and backlight kits must be tested according to our testing guide before install steps such as, but not limited to, removing the protective film, using brackets/adhesives, unnecessary bending/creases in cables, or performing any soldering unless specified as necessary on the product page for basic functionality. Perform a dry run (test fit), as seen in this HHL Wiki Guide, to ensure the kit is undamaged before installation. We highly recommend running a game to ensure there are no defects on non-white pixels. Installed backlight kits are not eligible for return or replacement. If a backlight/LCD is returned and shows signs of installation, no refund will be issued. If you're unsure how to test your kit, please visit the link below or contact our support team.
  • Modifying a Product: Items modified for any reason are not eligible for return.
  • Damage caused to items not purchased from us by a product we sold, are not covered. Compensation of any kind will not be given. By purchasing, you accept the responsibility in these instances.
  • Returns are currently processed on Tuesday and Wednesday of every week.
  • Refunds: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund at that time. Refunds are processed within 1 to 7 business days depending on your bank. Refunds for shipping costs and Navidium Shipping Protection will not be given.
  • Partial Refunds: There may be certain situations where partial refunds will be given which will be determined by our support team.
  • Cancelations/Edits: Once an order has been placed, it cannot be canceled or edited. You may email support with your request, but we cannot guarantee we will be able to fulfill this request pending ticket volume and when your order is shipped out. We highly recommend ensuring you know exactly what you need prior to placing an order and that all items are correct/compatible. If you are unsure about what you need/if a product is correct, please reach out to support@handheldlegend.com first and wait for a response before placing an order.
  • Accidental Returns: Items returned accidentally are not eligible for return. Any items sent back to us by mistake must have shipping costs paid for by you if you wish to receive them back.
  • Late Package Arrival: We do not process refunds for shipping costs when a package does not arrive by the estimated time shown at checkout as per our Shipping Policy. Items you wish to return due to a package arriving late, will have the one-time return shipping fee of $8.99 applied. This fee covers the cost of processing and handling your return. The fee will be deducted from your return refund. Packages in transit at the time the return is requested will be denied. You may request the return again once you have received the package.
  • Missing/incorrect item(s): If you are missing item(s) or received incorrect item(s), please reach out to support@handheldlegend.com. Missing and incorrect item replacement(s) will be shipped out using the same shipping method from the order with the missing item. If incorrect items were received, we may request these items to be returned to us before the correct item is shipped out. 
  • Coupon Codes/Reward Codes/Wholesale Discounts: At this time, we do not allow bulk/wholesale discounts to be applied with any other discount or reward code. Wholesale discounts may or may not be available during sales/promotions/offers. You can only apply one discount or reward code per order. Automatic free shipping discounts will be voided if a discount or reward code is applied. Free shipping discounts may or may not be available during sales/promotions/offers. Discounts/code stacking is subject to change at any time especially during sales. We cannot retroactively honor any discounts, codes, or rewards not redeemed at the time an order was placed. We do not offer refunds on orders not placed during a sales timeframe. This includes Flash sales and scheduled sales. Sale time frames/duration in Eastern Standard Time may or may not be given at our discretion. 
  • Customs Fees: For international customers, we do not cover any customs fees, taxes, tariffs, etc. for any replacement parts, missing parts, etc. shipped to you. We will do our best to mark the invoice accordingly to acknowledge the item(s) is for repair, replacement, or missing from a previous paid order. We do not refund the cost of customs fees for any reason.
  • All clearance items are final sale and cannot be returned, exchanged, or refunded. This includes, but is not limited to, damage, defects, and more.
  • Gift cards are not able to be refunded once issued.
  • Shipping costs and Navidium Shipping Protection costs are not able to be refunded for any reason.
  • This policy DOES NOT apply to our Ultimates, consoles, and controllers. Please review our Ultimate Policy here.
If you have any questions or need assistance with your return, defective, or damaged item, our customer support team is here to help at support@handheldlegend.com.

Thank you for choosing Hand Held Legend!