Refund policy

Refund and Return Policy

At Retro Fam, we’re committed to your satisfaction with every purchase. Our comprehensive 121-Day Free Warranty applies to all items—new or used—purchased through our store. Whether you experience issues with a product or simply reconsider your purchase, we offer easy exchanges or store credit within 121 days of the delivery date.

For defective or damaged items, we provide full refunds within the first 30 days of delivery. Our priority is always resolving any issues you may encounter with your product.

How to Initiate a Return

To start a return, click help@retrofam.com and submit your request with the following information:

  • Order number
  • Purchase email
  • Reason for the return

Return Eligibility Requirements

To qualify for a return:

  • The item must be returned in the same condition it was received.
  • All original parts and packaging must be included.
  • You must follow the return instructions provided by our customer service team.

Shipping Instructions and Return Costs

Once your return is approved:

  1. Ship the product to the return address provided in our approval email.
    • Do not send items to any address without prior approval.
  2. Use a trackable shipping method for your return.
    • You are responsible for return shipping costs unless a prepaid label is provided.
    • Shipping costs are non-refundable.

Extended Warranty Option

For added peace of mind, you can purchase our Extended Warranty during checkout. This extends our standard 121-day warranty by an additional 365 days, totaling 486 days of coverage from the delivery date.

For returns under the Extended Warranty, the following conditions apply:

  1. Items must be in the same condition as when received.
  2. The product must display a defect (e.g., not booting or powering on). Change of mind does not qualify.
  3. Items must show no user-caused damage or issues.

Follow the return instructions provided, and do not ship any item until we’ve approved the return. Once we receive your item, we will repair, replace, or return it as appropriate.

Refund Process

While we prioritize troubleshooting and replacements, refunds are available for defective or damaged items:

  • Full refunds: Available within 30 days of delivery.
  • Beyond 30 days: The 121-day warranty applies for repairs or replacements.

Processing Time

Once we receive and inspect your returned item, refunds will be processed within 5-7 business days. Refunds will be issued to your original payment method.

Note:

  • Expedited shipping fees and extended warranty fees are non-refundable.
  • Refunds for order cancellations or changes may incur a 10% restocking fee.

Please avoid filing external claims or disputes before contacting us, as this may affect your eligibility for returns or refunds.

Items Not Eligible for Return

  • Gift cards
  • Items with expired return or warranty periods (starting from the delivery date)
  • Products altered from their original condition
  • Items damaged by the customer or missing parts
  • Bundled items, unless the entire bundle is returned

Need Help?

At Retro Fam, we strive to ensure a seamless experience for every retro gaming enthusiast. If you have questions or need assistance, feel free to reach out!

Ways to Reach Us