Return & Refund Policy

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Return & Refund Policy

Effective Date: August 4, 2025

At RetroFam, we want every gamer to enjoy their order with confidence. If something isn’t right, we’ll work with you to resolve the issue through troubleshooting, replacement, repair, or store credit whenever possible.

This policy explains how returns, refunds, exchanges, and warranty claims are handled.

 

 

Quick Overview

  • Return Window: 30 days from delivery

  • Warranty Coverage: 1-Year Warranty

  • Preferred Resolution: Replacement, repair, or store credit

  • Defective/Damaged Refund Fee: 10% restocking fee

  • Change-of-Mind Refund Fee: 20% restocking fee

  • Refund Processing: 5–7 business days after inspection

  • Return Shipping (Change of Mind): Paid by customer

  • Return Shipping (Defective/Damaged/Wrong Item): Paid by RetroFam

  • Order Cancellations: Orders cannot be canceled once processed or shipped

 

 

Return & Exchange Policy

Return Eligibility

To qualify for a return, exchange, store credit, or refund review:

  • The return request must be submitted within 30 days of delivery

  • Items must be returned in original condition

  • All original packaging, manuals, inserts, accessories, and bundle items must be included

  • A valid receipt or order confirmation is required

  • Returns must be approved by RetroFam before shipment

The following items are non-returnable:

  • Gift cards

  • Clearance or final sale items

  • Personalized/customized products

  • Items missing packaging, accessories, or parts

  • Items damaged due to misuse, abuse, or unauthorized modification

After 30 days, products remain covered under the 1-Year Warranty for repair or replacement only.

 

 

Preferred Resolution Options

At RetroFam, our goal is to resolve issues as quickly as possible through:

  1. Troubleshooting support

  2. Repair service

  3. Replacement item

  4. Store credit

  5. Refund (when approved under this policy)

In many cases, replacement or store credit provides the fastest solution and helps customers avoid refund-related fees.

 

 

Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged, or incorrect, contact us within 3 days of delivery.

Please email:

help@retrofam.com

Include:

  • Your order number

  • Description of the issue

  • Photos and/or videos clearly showing the problem

  • Photos of shipping packaging if applicable

Once approved, RetroFam may provide troubleshooting, replacement, repair, store credit, or refund.

Refunds for Defective or Damaged Items

If a customer requests a refund instead of replacement, repair, or store credit for a defective, damaged, or incorrect item, approved refunds are subject to a 10% restocking fee.

RetroFam will cover approved return shipping costs for defective, damaged, or incorrect items.

A prepaid return label may be provided for customers in the United States or Canada.

 

 

Change-of-Mind Returns

Returns requested due to a change of mind may be accepted within 30 days of delivery.

Examples include:

  • Ordered the wrong item

  • No longer wanted

  • Changed preference after delivery

  • Purchased by mistake

For approved change-of-mind returns:

  • Customer is responsible for return shipping

  • Items must be returned complete and in original condition

  • A 20% restocking fee applies to refunds

  • Store credit or exchange may be offered instead of refund

Returns may be denied if the item is incomplete, damaged after delivery, modified, or returned without original packaging/accessories.

 

 

How to Start a Return

  1. Email help@retrofam.com

  2. Include:

    • Order number

    • Reason for return

    • Photos/videos if applicable

  3. Wait for return authorization and shipping instructions

  4. Securely package the item and ship using a trackable carrier

  5. Keep your tracking number until the return is processed

⚠️ Returns sent without authorization or to the wrong address may be delayed, refused, or rejected.

 

 

Return Shipping

Defective, Damaged, or Incorrect Items

RetroFam covers approved return shipping costs for:

  • Defective items

  • Damaged items

  • Incorrect items shipped by us

Change-of-Mind Returns

Customers are responsible for all return shipping costs for change-of-mind returns.

We strongly recommend using a trackable shipping method. RetroFam is not responsible for lost returns sent without tracking.

 

 

Refund Policy

Refunds are issued only after the returned item has been received and inspected.

Refund Processing Time

Approved refunds are processed back to the original payment method within 5–7 business days after inspection. Processing times from banks or payment providers may vary.

Non-Refundable Charges

The following are non-refundable:

  • Original shipping fees

  • Expedited shipping fees

  • Warranty add-ons

  • Restocking fees

  • Duties and taxes on international orders

  • Gift cards

 

 

Exchanges

If you receive a defective or incorrect item, RetroFam will provide a replacement at no additional cost once the issue is verified.

If you would like a different product, please return your item according to this policy and place a new order separately.

 

 

Lost Packages

If your package has not arrived within the estimated delivery timeframe, please contact us immediately.

We will work with the shipping carrier to investigate the shipment status.

 

 

International Returns

Canada

Canadian returns are handled domestically through our Calgary warehouse.

Other Countries

Customers outside the United States and Canada are responsible for shipping returns to our U.S. warehouse.

Prepaid return labels are not available outside the U.S. or Canada.

Duties, taxes, customs fees, and import charges are non-refundable.

 

 

Holiday Return Policy

Orders delivered between November 1 and December 31 may be returned through January 5 of the following year under standard return conditions.

 

 

1-Year Warranty

All refurbished consoles, accessories, and hardware sold by RetroFam include a 1-Year Warranty from the delivery date.

Warranty Coverage Includes

  • Functional defects

  • Hardware failure

  • Workmanship issues not caused by misuse

Warranty Does Not Cover

  • Accidental damage

  • Physical abuse

  • Liquid damage

  • Unauthorized repairs or modifications

  • Improper handling or misuse

Warranty Resolution Options

Approved warranty claims may qualify for:

  • Troubleshooting support

  • Repair

  • Replacement

  • Store credit

Refunds are not available after the initial 30-day return period.

 

 

Return Addresses

Only return products to the address provided in your return authorization email.

U.S. Customers

RetroFam
102 S Richmond St
Fleetwood, PA 19522
United States

Canadian Customers

RetroFam
Unit 145, 11500 Stonehill Drive NE
Calgary, AB T3N 2M7
Canada

 

 

Need Help?

📧 Email: help@retrofam.com
📞 Phone: +1 484-486-7326

📍 U.S. Address:
102 S Richmond St
Fleetwood, PA 19522

📍 Canada Address:
Unit 145, 11500 Stonehill Drive NE
Calgary, AB T3N 2M7

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