Return & Refund Policy

Last Updated: October 2025

At Black Cat’s Rigsby, we take great pride in crafting each item by hand with care and attention to detail. Because of the unique and custom nature of our products, our Return & Refund Policy is designed to be fair while protecting the time and materials that go into every handmade piece.

1. Custom and Personalized Orders

All custom or personalized items are non-refundable and non-returnable once production has begun.
This includes any product featuring:

  • Custom colors, names, logos, or designs

  • Made-to-order sizes or specifications

  • Special requests not part of our standard product line

We do not accept cancellations for custom items after 24 hours of placing the order.

2. Non-Custom (Ready-Made) Items

For non-custom, pre-made products, we accept returns or exchanges within 7 days of delivery, provided that:

  • The item is unused, unwashed, and in its original packaging

  • You contact us within 7 days and return the item within 14 days

  • You include proof of purchase or order number

You are responsible for return shipping costs unless the item arrived damaged or defective.

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect:

  1. Contact us within 72 hours (3 days) of delivery.

  2. Provide your order number and clear photos of the issue.

  3. We’ll review your claim and provide a replacement, store credit, or refund, depending on the situation.

We may ask you to return the original item before a replacement is issued.

4. Return Process

To start a return, email us at [yourbusiness@email.com] with:

  • Your order number

  • Photos (if damaged/defective)

  • The reason for return

After approval, we’ll send instructions for returning your item to our Louisiana location.
Please do not send items back without prior authorization, as this may delay processing.

5. Refunds

Once your returned item is received and inspected, we’ll notify you by email.
Approved refunds will be processed to your original payment method within 5–10 business days.
Shipping fees and custom design fees are non-refundable.

If you haven’t received a refund after 10 business days:

  • First check your bank account or payment provider.

  • Then contact your credit card company—it may take additional time before your refund posts.
    If you’ve done all this and still haven’t received it, contact us directly.

6. Exchanges

We only replace items if they are defective or damaged.
If you need an exchange for the same item, email us at [yourbusiness@email.com] within 7 days of delivery.

7. Sale and Clearance Items

Only regular-priced items may be refunded.
Sale, clearance, or promotional items are final sale and cannot be returned or exchanged.

8. Shipping Returns

You are responsible for paying return shipping costs unless the return is due to our error.
We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

9. Late or Missing Refunds

If a refund has been approved but not yet received:

  • Check with your bank or card issuer

  • Contact us if more than 14 business days have passed