Refund Policy
Last updated: May 20, 2026
Because every BLACK BVT product is made to order and the intimate nature of our products means we cannot accept returns of used items, our refund policy is specific and clear. Please read it before placing an order.
We stand behind every piece we make. If something is wrong, we will make it right. That commitment is genuine.
1. No Returns on Used Products
For hygiene, health, and safety reasons, we do not accept returns on any product that has been used. This policy is final and applies to all products regardless of reason. By placing an order, you acknowledge and accept this policy.
2. Defective or Damaged Items
We inspect every piece before it ships. However, if your order arrives with a manufacturing defect or is damaged during transit, we will make it right.
To qualify for a replacement or refund on a defective/damaged item:
- Contact us within 7 days of confirmed delivery
- Provide your order number
- Include clear photographs of the defect or damage
- Include a photograph of the packaging if damage occurred during shipping
Upon review, we will either send a replacement (made to the same specifications as your original order) or issue a full refund including original shipping costs, at our discretion depending on the circumstances.
Defects covered include: significant air bubbles visible on the surface or interior of the piece, tears or voids in the silicone material, substantial deviation from ordered specifications (wrong size, wrong firmness).
Defects not covered: minor color variation inherent to hand-poured silicone, minor dimensional variation (±5% from stated dimensions), slight surface texture variation. These are inherent characteristics of handcrafted goods, not manufacturing defects.
3. Wrong Item Received
If you receive the wrong item (wrong design, wrong size, or wrong firmness from what you ordered), contact us within 7 days of delivery with your order number and photos. We will send the correct item at no charge and arrange return of the incorrect item or simply let you keep it, at our discretion.
4. Lost or Stolen Packages
If your tracking shows "delivered" but you did not receive your package:
- Check with neighbors and building management first — misdeliveries are common
- Wait 2 business days, as "delivered" scans sometimes precede actual delivery
- Contact the carrier with your tracking number to open a trace
- If the carrier confirms the package is lost, contact us and we will file a claim and send a replacement or issue a refund
BLACK BVT is not responsible for theft after confirmed delivery or for packages lost due to an incorrect shipping address provided at checkout.
5. Cancellations
Because production begins promptly after order placement, cancellations are only possible before production has started.
- Standard orders: Cancellation requests must be submitted within 24 hours of order placement. Contact us immediately via the contact form with your order number
- Custom colorway orders: Cancellations are not accepted once your custom pour has been initiated, which typically occurs within 24–48 hours of order placement
If a cancellation is approved, a full refund will be issued to your original payment method within 5–10 business days depending on your bank or card issuer.
6. Unused Unopened Returns
If you receive a product that is entirely unused, in its original unopened packaging, and change your mind within 7 days of delivery, you may return it for a refund of the product price (minus original and return shipping costs). Contact us first to receive a return authorization — do not ship items back without prior authorization.
Returned items will be inspected upon receipt. If the item has been used, opened, or damaged, the return will be rejected and the item returned to you at your expense.
Custom colorway orders are final sale and not eligible for this return option.
7. Refund Processing
Approved refunds are processed to your original payment method. Processing time is typically 5–10 business days, though your bank or card issuer may take additional time to post the refund to your account. We will confirm via email when a refund has been issued on our end.
8. International Orders
International customers are responsible for customs duties, import taxes, and related fees. These charges are not refundable and are not within BLACK BVT's control. Packages refused at customs or returned due to unpaid duties are not eligible for refund of the original order or shipping costs.
9. Contact for Refund Requests
All refund requests and defective item reports must be submitted through our contact form. Please include your order number and all relevant photographs.
BLACK BVT LLC · blackbvt.com