Returns Policy

Last updated: 6 August 2026

1. Return period

You can return your item within 30 calendar days of receiving it for a full refund or an exchange.

This 30-day period is our own commercial policy and is more generous than the statutory 14-day right of withdrawal available to consumers resident in the European Union. That legal right remains unaffected.

 

2. Condition of the item

To be accepted, the item must be as new and in its original packaging, with all accessories and components.

For the Customization kit, the parts must not have been installed or used. A kit with fitted or altered parts cannot be returned to stock.

If the item comes back with damage beyond what is needed to check its nature and functioning, we may deduct the corresponding loss in value from the refund.

 

3. How to start a return

Email us at retroforgelab@gmail.com with your order number and the reason for the return. We will reply with instructions and the exact address to send the parcel to.

We do not accept shipments that have not been agreed in writing beforehand. Always request the return address before sending anything.

 

4. Return shipping costs

• If the item arrives faulty, damaged or is not what you ordered: we cover the return shipping costs.
• If you change your mind: return shipping is at the customer’s expense.

 

5. Refund or exchange

Once we receive the item and check its condition, we will process the refund or the exchange. Refunds are issued to the same payment method used for the purchase. Exchanges are dispatched as soon as the return is confirmed.

Refunds are made without undue delay and, in the case of the statutory right of withdrawal, within 14 calendar days of receiving the returned item.

 

6. Faulty items and guarantee

Warranty Period: All consoles and products purchased from us come with a 30-day warranty. This warranty covers manufacturing defects and malfunctions that occur under normal use.

Warranty Claims: If you experience an issue covered by our warranty, please contact our customer service team. We will guide you through the warranty claim process, which may include a repair, replacement, or refund, depending on the nature of the issue.

 

7. Orders cancelled before dispatch

Our consoles are assembled to order. If you want to cancel an order that has not yet left our workshop, contact us as soon as possible: if production has not started, we will refund the full amount.

 

8. Contact

RetroForge Lab — retroforgelab@gmail.com