RetroGem Universal HDMI Upscaler - PixelFX

Orders placed with us will be fulfilled within 1 to 2 business days. Delays may occur depending on the volume we experience. This is especially true during sales and around the winter holidays. Once a package is fulfilled, we are unable to make any changes to the order or cancel it. Please review your entire order and the shipping information before completing the order for accuracy. Refunds will not be given under these circumstances. Once packages leave our warehouse, it is not in our control how fast it will get to you from there regardless of shipping option chosen. The shipping times shown are estimates, not guarantees. Refunds will not be given under these circumstances. 

Free Shipping for order of $75 or more*. Exludes Ultimate conoles and custom controllers.

Hand Held Legend is committed to keeping retro gaming alive and better than ever. Upgrade your childhood consoles with modern tech. We strive for excellence in all that we do and aim to serve our customers well.

*If you would like to return or receive a refund on any item, please contact support@handheldlegend.com first to ensure that your item will qualify.

Purchases are eligible for return within 30 days of purchase. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

When you receive a backlight/LCD kit, you should perform a dry run before installing to assure that nothing has been damaged in transit. A dry run or test fit means the kit is not installed in the shell. This includes, but is not limited to, the use of adhesives, brackets, and any performed soldering. All ribbon cables should have no bends or creases in them. If you are unsure how to perform a dry run, please contact our support team and we will be happy to help. Backlight kits that have been installed are not eligible for replacement or return. If a backlight/LCD is returned and shows any signs of having been installed, it will not be eligible for a refund.

Requested returns/refunds/exchanges for items you believe to be defective, will be subject to a troubleshooting process with our support team before proceeding with a return/replacement/refund.

Modifying a product in any way, including but not limited to removing or adding components, will result in the voiding of our return/refund policy.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Defective or damaged parts are free to return within 30 days of purchase. Shipping costs are not covered for items returned at a customer's request or the refusal of the troubleshooting process with our support. Refunds for shipping costs and Route Shipping Insurance will not be given.

Please note that international orders are not eligible for a prepaid shipping label for returns on defective products. Returns must be paid for by the customer.

To complete your return, we require a receipt or proof of purchase.

Returns can be sent to:
Hand Held Legend
Attn: Returns
519 Davisville Road; Unit 102
Willow Grove, PA 19090

There are certain situations where only partial refunds are granted (if applicable).

We reserve the right to deduct an amount proportional to the chosen shipping return method from your refund if you order does not quality for a free return:

Refund Deduction Amounts by Shipping Method (USA):

• $5.00 for USPS First Class Mail Returns
• $10.00 for USPS Priority Mail Returns
• $13 for all over carrier returns

REFUNDS (IF APPLICABLE)

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.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 1-7 business days.

Refunds for shipping costs and Route Shipping Insurance will not be given.

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, first check your bank account. Then contact your bank or credit card company. It may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund, please contact us at support@handheldlegend.com.

EXCHANGES (IF APPLICABLE)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@handheldlegend.com.

CANCEL/EDIT ORDERS

You may cancel or edit orders yourself (before fulfillment) by following the steps in this guide. If you edit/cancel your order, you can expect a refund within 1 to 7 business days. Orders that have been fulfilled by our shipping team cannot have edits made or be canceled. We will do our best to assist customers in this process if needed, but it is the responsibility of the customer to ensure that their order and shipping information is correct before processing the order. We are not responsible for any issues that may occur due to incorrect items, shipping information, etc on orders.