Return & Refund Policy

Effective Date: August 4, 2025

At RetroFam, we want every gamer to enjoy their order without stress. If something isn’t right, our Return & Refund Policy is designed to keep the process fair and straightforward.

Quick Overview

  • Return Period: 30 days from delivery
  • Refund Processing: 5–7 business days after inspection
  • Return Shipping: Paid by the customer (unless the item is defective, damaged, or incorrect)
  • Cancellations: Orders cannot be canceled after processing. If your order hasn’t shipped yet, contact us immediately.

How Returns Work

Eligibility

  • Items must be in unused, original condition with all packaging, manuals, and accessories included.
  • A valid receipt or order confirmation is required.
  • Returns must be initiated within 30 days of delivery.
  • Certain items (gift cards, clearance/final sale, personalized items, or items missing parts/packaging) are non-returnable.

Return Instructions

  1. Email help@retrofam.com with your order number, reason for return, and photos if needed.
  2. Our team will provide return authorization and instructions.
  3. Package the item securely and ship it to the correct address below:

U.S. Customers:
RetroFam
102 S Richmond St
Fleetwood, PA 19522, US

Canadian Customers:
RetroFam
Unit 145, 11500 Stonehill Drive NE
Calgary, AB, T3N 2M7, Canada

⚠️ Returns sent to the wrong address may be delayed or rejected.

Refunds

    • Once your return is received and inspected, we’ll notify you of the approval or denial.
    • Approved refunds are issued back to your original payment method within 5–7 business days.
    • Original shipping fees are non-refundable, unless the return is due to our mistake (defective, damaged, or incorrect item).
    • You’ll receive a confirmation email once your refund is processed.

Exchanges

    • If you received the wrong or defective item, we’ll cover return shipping and send a replacement at no cost.
    • If you want a different product, please return your order for a refund and place a new order.

Restocking Fee

    • Returns made simply due to a change of mind may be subject to a 10% restocking fee.

Special Cases

    • Defective/Damaged on Arrival: Contact us within 3 days of delivery for a free return or replacement.
    • Incorrect Items: We’ll cover shipping and send you the correct product promptly.
    • Lost Packages: Contact us if your order hasn’t arrived within the estimated delivery window, and we’ll investigate with the carrier.

International Returns

    • Canada: Handled domestically via our Calgary warehouse.
    • Other Countries: Customers must ship returns to our U.S. warehouse. Prepaid return labels are not available outside Canada.
    • Duties/taxes are non-refundable.

Holiday Returns

Orders delivered between Nov 1 – Dec 31 may be returned through Jan 5 of the following year under standard return conditions.

Warranty

All refurbished consoles, accessories, and hardware are covered by a 1-year limited warranty from delivery date.

    • If an issue occurs, email help@retrofam.com with details.
    • We’ll repair or replace the item as per warranty terms.
    • Warranty does not cover misuse, modification, or accidental damage.

Need Help?

📧 Email: help@retrofam.com
📞 Phone: +1 484-486-7326
📍 U.S. Address: 102 S Richmond St, Fleetwood, PA 19522
📍 Canada Address: Unit 145, 11500 Stonehill Drive NE, Calgary AB, T3N 2M7

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