Refund policy
Our 15-day change-of-mind return offer is additional to your legal rights. It does not replace or limit rights relating to faulty, unsafe, misdescribed or undelivered goods.
15-day change-of-mind returns
Contact us within 15 calendar days after delivery to request a change-of-mind return. For this voluntary offer, the item must be unused, with its original packaging and included accessories. You pay the return postage for a change-of-mind return unless we agree otherwise or applicable law requires otherwise.
Use our contact form and include your order number and the items you want to return. We will provide the return instructions and destination. Please do not send a parcel to a billing address or the address printed on a shipping label without checking the return instructions.
Faulty, damaged or incorrect goods
Contact us if your item has a fault, arrives damaged or does not match what you ordered. Explain the problem and provide proof of purchase. A photo or short video can help us assess it, but we will discuss another way to provide the information if needed.
The unused condition, original-packaging requirement and 15-day limit do not apply to statutory claims for defective or misdescribed goods. We will arrange the repair, replacement, refund or other remedy required by the applicable law. We cover necessary reasonable return costs for a confirmed fault or incorrect item; retain any postage receipt.
Refunds
Refunds are returned to the original payment method unless another method is agreed or required by law. We will tell you the outcome of any necessary assessment and issue the refund promptly within the applicable legal deadline. Your payment provider may take additional time to display the credit. No restocking fee applies to an accepted return under this policy.
United Kingdom online purchases
Where UK cancellation rights apply, you can tell us that you are cancelling within 14 days after receiving the goods, then send them back within a further 14 days. A clear cancellation message through the contact form is sufficient; you do not have to use a particular form or give a reason.
You may inspect the goods as you reasonably would in a shop. The unused and original-packaging conditions of our voluntary offer do not override this right. A deduction may be made only where permitted by law for handling beyond what is necessary to establish the goods' nature, characteristics and functioning.
For a qualifying UK cancellation, we refund the item price and any standard outbound delivery charge. We may withhold the refund until the goods are received or you provide evidence of return, whichever is earlier, and will refund within 14 days of that point. The extra cost of an optional premium delivery method is not refundable unless required by law. You pay the direct return cost for a change-of-mind cancellation; this does not apply to faulty or incorrect goods.
Your consumer rights
Australian Consumer Law guarantees cannot be excluded by this policy or by the expiry of our 1-year console warranty. Customers in the United States, Canada and the United Kingdom also retain all rights that apply under their local consumer laws. Sale items have the same statutory protection as full-price items.
Questions? Email support@getretrocity.com or use our contact form.