Refund policy

At RetroTown, your satisfaction is our priority. We want you to love your purchase and enjoy every moment of your retro gaming experience.

If something isn't right with your order, we're here to help. Simply contact us at support@retrotown.shop, and our customer support team will be happy to assist you. We aim to respond to all inquiries within 24 hours.

30-Day Money-Back Guarantee

Changed your mind? No problem!

We offer a 30-day return window from the date your order is delivered. If you're not completely satisfied with your purchase, you can request a return for a full refund of the product price.

To qualify for a standard return:

  • Your item must be unused, in its original condition, and include its original packaging and accessories.

  • You must contact us within 30 days of delivery.

  • Return shipping costs are the customer's responsibility unless the item is faulty, damaged, incorrect, or applicable law provides otherwise.

To start a return, email support@retrotown.shop with your order number. Our team will provide the return instructions and return address.

These conditions do not limit any statutory return or cancellation rights you may have.

Damaged, Defective, or Incorrect Items

Every order matters to us, and we want to make things right if something goes wrong.

If your console arrives damaged, defective, or different from what you ordered, please contact us at support@retrotown.shop with:

  • Your order number

  • A brief description of the issue

  • A photo or short video showing the problem, where possible

We'll review your request and arrange a free replacement or another appropriate resolution, including a refund where required by applicable law.

If a return is necessary because of a defective or incorrect item, we'll cover the return shipping costs.

Refund Processing

Once we receive and inspect your return, we'll notify you by email.

For approved returns, we aim to process your refund within 48 hours of completing the inspection, subject to applicable consumer laws.

Refunds are issued to your original payment method. Depending on your bank or payment provider, it may take several additional business days for the funds to appear in your account.

If your order is canceled before shipment, we'll process your refund as soon as the cancellation is confirmed.

Items Not Eligible for Standard Returns

Our voluntary 30-day return policy does not cover:

  • Items damaged through misuse, accidents, or improper handling.

  • Products that have been modified or altered after delivery.

  • Items showing significant wear or damage caused by the customer.

  • Returns requested outside the 30-day window, except where statutory rights or applicable warranty coverage provide otherwise.

These exclusions do not affect your legal rights regarding defective, damaged, or incorrectly supplied goods.

Shipping Delays and Delivery Issues

We work hard to ensure every RetroTown order arrives on time. However, occasional delays may occur due to customs processing, public holidays, weather conditions, or carrier disruptions.

If your package is delayed, missing, or marked as delivered but hasn't arrived, please contact us. We'll help investigate the issue with the shipping carrier and work toward a resolution.

Your applicable consumer delivery rights remain protected.

European Union & United Kingdom Customers

Customers in the European Union and United Kingdom have statutory consumer rights, including the right to cancel most online purchases within 14 days of delivery without providing a reason.

Our voluntary 30-day return policy provides additional time to request a return. Statutory cancellation rights, including applicable return deadlines and the right to inspect goods, remain unaffected.

Since RetroTown offers free standard shipping, there are no standard outbound shipping charges to refund. Return shipping costs for change-of-mind returns are generally the customer's responsibility, where permitted by law.

Customers also retain all applicable legal protections for faulty or nonconforming products, including statutory guarantees and remedies.

Need Help?

Our customer support team is always happy to assist you.

Email: support@retrotown.shop

We aim to respond within 24 hours and make every return or refund experience as simple and straightforward as possible.

Thank you for choosing RetroTown. We're happy to be part of your gaming journey!