Scope and Contact Information

For questions regarding returns and refunds, please contact us through any of the methods below:

• Email: help@retrofam.com
• Phone: +1 484-486-7326
• Address: 102 S Richmond St, Fleetwood, PA 19522, US

Return Conditions

We offer returns under the following conditions:

• Return Window: Items can be returned within 30 days of delivery.
• Item Condition: Items must be unused, in their original condition with all tags attached, and in the original packaging.
• Proof of Purchase: A receipt or order confirmation is required for all returns.
• Exceptions: Certain products, such as sale or clearance items, gift cards, and personalized items, are non-returnable unless unopened and unused.

Return Instructions

To start a return, please follow these steps:

1. Contact Customer Service: Email help@retrofam.com with your order number, reason for return, and any supporting photos if applicable.
2. Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
3. Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
4. Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer unless the item is defective or incorrect.

Note: If you return an item just because you changed your mind, we may charge a restocking fee. This fee would be 10% of what the product costs.

Refund Policy

• Refund Eligibility: You get 30 days to get a complete refund if the product you received is broken or damaged.
• Refund Approval: Once we receive and inspect your returned item, we will notify you regarding the approval status within 5-7 business days.
• Processing Time: Approved refunds will be processed to your original payment method within 5-7 business days. Your bank or credit card provider may require additional time to post the refund.
• Confirmation: You will receive a confirmation email once the refund is processed. If you do not see the refund within the expected time, please check with your bank. For further assistance, contact us at help@retrofam.com.

Exchange Policy

We offer exchanges for incorrect or defective items within 30 days of delivery. Please contact us, and we'll cover the return shipping costs for eligible exchanges. If you ordered the wrong size or color, follow the return process and then place a new order for the correct item.

We Don't Accept Returns for These Items

• Gift cards
• Products missing parts or their original box/packaging
• Items damaged after delivery
• Modified or altered items
• Products of Bundles (unless the entire bundle is returned)
• Anything past the return or warranty date

Exceptions and Special Cases

• Defective or Damaged Items: If your item arrives damaged or defective, contact us within 3 days of delivery. We'll arrange a return at no cost to you and offer a replacement or a full refund based on your preference.
• Incorrect Product: If you receive an incorrect item, please contact us, and we'll cover the return shipping and send you the correct item promptly.
• Lost Packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.

International Returns

• We accept international returns within 30 days.
• Returns to Canada would apply with the same policy as U.S. domestic returns—we will provide a return shipping label directly to our Canadian address.
• Return Shipping Costs: The customer is responsible for return shipping costs.
• Duties and Taxes: Duties and customs fees are non-refundable.
• Prepaid Return Labels: Prepaid return labels are not available for international orders.

Holiday Season Returns

Orders delivered between November 1st and December 31st are eligible for return requests through January 5th of the following year, following the same policy as standard returns.

One-Year Warranty

All refurbished consoles, accessories, and other hardware items sold by RetroFam are covered by a 1-year limited warranty from the date of delivery.

If an issue arises during this period:

• Contact help@retrofam.com with your order details and issue description.
• We'll assess and either repair or replace the item based on warranty terms.

Note: The warranty does not cover damage due to misuse, unauthorized modification, or accidental/customer-caused damage.

Processing Times

• Return Window: Returns must be initiated and shipped within 30 days of receiving the item.
• Inspection Period: Once received, returns are inspected within 7 business days.
• Refund Issuance: Refunds are processed to the original payment method within 5-7 business days after inspection.

Return Shipping Address

Please send approved returns to:

RetroFam
102 S Richmond St
Fleetwood, PA 19522, US