Refund Policy

Refund, Return & 1-Year Warranty Policy

Effective Date: September 18, 2025

At Retro vGames, customer satisfaction is important to us. All new and pre-owned products sold by Retro vGames are backed by our 1-Year Warranty.

Because many issues can be resolved quickly through troubleshooting, repair, replacement, or store credit, we strongly encourage customers to contact our support team before requesting a refund.

Quick Facts

  • Warranty Coverage: 1 year from delivery of your final package

  • Refund/Return Request Window: 30 days from delivery

  • Preferred Resolution: Replacement, repair, or store credit

  • Defective/Damaged Refund Fee: 10% restocking fee

  • Change-of-Mind Refund Fee: 20% restocking fee

  • Return Shipping (Change of Mind): Paid by customer

  • Return Shipping (Defective/Damaged/Wrong Item): Paid by Retro vGames

  • Approval Required: Returns sent without authorization may be refused

Return & Exchange Policy

Return Eligibility

  • The request must be made within 30 days of delivery

  • The item must be returned in the same condition received

  • All original parts, accessories, manuals, inserts, cables, controllers, packaging, and bundle components must be included

  • A valid order number, receipt, or proof of purchase is required

  • The return must be approved by Retro vGames before shipment 

After 30 days, products remain covered under the 1-Year Warranty for repair or replacement only. Refunds are not available after 30 days.

Preferred Resolution Options

    At Retro vGames, we prioritize resolving issues through:

    1. Troubleshooting assistance

    2. Repair service

    3. Replacement product

    4. Store credit

    5. Refund (when approved under this policy)

    In many cases, replacement or store credit provides the fastest resolution and helps customers avoid refund-related fees.

    Defective, Damaged, or Incorrect Items

    If your item arrives defective, damaged, or incorrect, please contact us within 30 days of delivery.

    Please email: help@retrovgames.com

    Include:

    • Your order number

    • Description of the issue

    • Photos and/or videos showing the problem

    • Photos of packaging if the item arrived damaged

    Once approved, Retro vGames may offer troubleshooting, repair, replacement, store credit, or refund.

    Refunds for Defective or Damaged Items

    If a customer chooses a refund instead of replacement, repair, or store credit, approved refunds for defective, damaged, or incorrect items are subject to a 10% restocking fee.

    Retro vGames will provide prepaid return shipping for approved defective, damaged, or incorrect item returns within the United States or Canada.

    International customers are responsible for return shipping costs unless otherwise stated.

    Change-of-Mind Returns

    Change-of-mind returns may be accepted within 30 days of delivery.

    Examples include:

    • Ordered by mistake

    • No longer wanted

    • Found another item

    • Changed preference after delivery

    For approved change-of-mind returns:

    • Customer is responsible for return shipping

    • Item must be returned complete and in original condition

    • A 20% restocking fee applies to refunds

    • Store credit or exchange may be offered instead of refund

    Returns may be denied if items are missing parts, damaged after delivery, altered, or returned incomplete.

    How to Start a Return

    1. Email help@retrovgames.com

    2. Include:

      • Order number

      • Reason for return

      • Photos/videos if applicable

    3. Wait for return authorization and instructions

    4. Ship the item using a trackable shipping method

    5. Keep your tracking number until the return is processed

    Important

    Do not return products without authorization.

    Our shipping address may differ from the authorized return address. Always use the address provided by our support team.

    Return Shipping

    Defective, Damaged, or Incorrect Items

    Retro vGames will cover approved return shipping costs for:

    • Defective items

    • Damaged items

    • Incorrect items shipped by us

    A prepaid return label may be provided for U.S. and Canadian customers.

    Change-of-Mind Returns

    Customers are responsible for all return shipping costs for change-of-mind returns.

    We strongly recommend using a trackable shipping method. Retro vGames is not responsible for lost returns sent without tracking.

    Refund Policy

    Refunds are issued only after the returned item has been received and inspected.

    Refund Processing Time

    Approved refunds are processed within 5–7 business days after inspection. Financial institutions may require additional processing time.

    Non-Refundable Charges

    The following are non-refundable:

    • Expedited shipping fees

    • Warranty add-ons

    • Original shipping charges where applicable

    • Restocking fees

    • Gift cards

    Items Not Eligible for Return

    The following items are not eligible for refund or return:

    • Gift cards

    • Items outside the 30-day return window

    • Items damaged due to misuse, abuse, or unauthorized modification

    • Products missing parts, accessories, manuals, or packaging

    • Incomplete bundle returns

    • Products returned without authorization

    1-Year Warranty

    All products sold by Retro vGames include a 1-Year Warranty beginning on the delivery date.

    Warranty Coverage Includes

    • Functional defects

    • Workmanship issues

    • Hardware failure not caused by misuse

    Warranty Does Not Cover

    • Accidental damage

    • Physical abuse

    • Liquid damage

    • Unauthorized repairs or modifications

    • Damage caused by improper use

    Warranty Resolution Options

    Approved warranty claims may qualify for:

    • Troubleshooting support

    • Repair

    • Replacement

    • Store credit

    Refunds are not available after the initial 30-day return period.

    Chargebacks & Payment Disputes

    We encourage customers to contact us before filing a chargeback or payment dispute.

    Opening a chargeback before following our return/warranty process may delay or affect claim resolution.

    Return Addresses

    Only use the address provided in your return authorization email.

    U.S. Returns (if directed by support)

    Retro vGames
    111 West Elm Street
    Fleetwood, PA 19522
    United States

    Canadian Returns (if directed by support)

    Retro vGames
    Unit 145, 11500 Stonehill Drive NE Calgary, AB T3N 2M7
    Canada

      Contact & Support

      For returns, warranty claims, exchanges, or store credit requests:

      Email: help@retrovgames.com
      Phone: +1 4238738768