Refund policy

REFUND & RETURN POLICY

At Hectic 8, we take pride in the quality of our gear and the freshness of our coffee. However, because many of our products are made-to-order or perishable, we have specific guidelines regarding returns and exchanges.

1. CUSTOM & PERSONALIZED ITEMS

All sales are final on customized items. Because these items are crafted specifically for you (with unique names, numbers, or logos), we cannot accept returns or offer refunds for:

  • Change of mind.

  • Wrong size ordered (please check size charts carefully).

  • Typos entered by the customer during the order process.

2. DEFECTS & QUALITY GUARANTEE (THE "MAKE IT RIGHT" POLICY)

We stand behind our craftsmanship. If there is a defect in the product material or an error in the customization that is our fault, we will exchange it for the exact same item free of charge.

Valid Defects Include:

  • Broken seals or hardware upon arrival.

  • Printing/Engraving errors made by Hectic 8 (that differ from your order).

  • Significant blemishes on the product surface upon arrival.

To Initiate an Exchange: Please email support@hectic8.com within 7 days of delivery. You must include:

  1. Your Order Number.

  2. A clear photo of the defect.

3. IMPROPER CARE & USER ERROR

We build tough gear, but it still requires proper care. We are not responsible for damage caused by failure to follow the provided care instructions.

We will not replace or refund items that show signs of:

  • Dishwasher Damage: If a "Hand Wash Only" item was placed in a dishwasher (resulting in peeling, fading, or seal failure).

  • Drops/Impact: Dents or cracks caused by dropping the bottle/tumbler.

  • Abrasive Cleaning: Scratches caused by steel wool or harsh chemicals.

If the inspection photos show signs of the above, the return request will be denied.

4. COFFEE PRODUCTS

As a perishable food product, we cannot accept returns on roasted coffee.

  • If your coffee bag arrives damaged or open, please email us a photo immediately, and we will ship a replacement bag.

  • We do not offer refunds based on personal taste preference.

5. NON-CUSTOM / IN-STOCK GEAR

For standard, non-customized items (e.g., blank coolers or accessories), we accept returns within 30 days of purchase.

  • Item must be unused, in its original packaging, and in the same condition that you received it.

  • Return Shipping: The customer is responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Contact Us If you have any questions about your specific order, please contact us at support@hectic8.com.