Refund policy
Retrolize Refund Policy
This policy covers consumer purchases made through Retrolize.co.uk only. Your statutory rights are unaffected.
ORDER CANCELLATIONS
If you want to cancel an order before dispatch, contact us as soon as possible. Once dispatched, we cannot stop delivery. Please receive the parcel and follow the return process below.
14-DAY RETURNS
To return an unwanted item, tell us within 14 calendar days after the day you receive it. For an order delivered separately, this runs from receipt of the last item. You do not need to give a reason.
Requests for unwanted returns made after the 14-day notification deadline will not be accepted. If you notify us within that deadline, you must send the items back within a further 7 calendar days. The exclusions below apply.
ARRANGING YOUR RETURN
On desktop, select the account/login icon 
on our website. On mobile, open the main menu 
, scroll to the bottom and select Log in.
Enter the email address used for your order, then sign in using the secure code emailed to you.
Open your order, select the return option and follow the prompts to choose the items you wish to return. After you submit your request, we will provide return instructions.
You can also contact us via WhatsApp, support@retrolize.co.uk, or the postal address below. Include your order details and the items being returned. You may use the optional form below, but you do not have to.
Return the product with every item originally supplied, including all accessories, cables, power supplies or chargers, adapters, SD or memory cards, mounts, brackets, screws, plastic pieces, spare parts and manuals, as applicable.
Please use the original retail packaging and suitable protective outer packaging. Contact us if the retail packaging is missing; its absence alone will not invalidate a statutory return. For unwanted returns we voluntarily accept outside the statutory return period, original retail packaging is required. Keep proof of posting.
You may inspect goods as you would in a shop. For unwanted returns, handling beyond reasonable inspection that reduces the item’s value may result in a deduction of up to 15% of the affected item’s price. This can include customer-caused wear, damage or alterations, missing supplied components, or missing or damaged retail packaging. Any deduction will reflect the actual loss in value and will be explained to you.
If a returned item is faulty and also has missing supplied components or separate customer-caused wear or damage, we assess these separately from the fault. We will contact you to resolve any missing contents or separate loss. Any adjustment must reflect the actual loss and be capped at 15% of the affected item’s price.
FAULTS & RETURN POSTAGE
You pay return postage for unwanted items and faulty items, once the device has been confirmed as faulty by our engineers we will issue a refund for return postage..
We have a legal duty to supply goods that conform to the contract. Contact us about faulty, damaged or incorrect items so we can inspect and assess them. We will provide the remedy required by consumer law; the 14-day return limit does not restrict these rights.
Where you arrange return postage, please pay initially and keep your receipt, unless another arrangement is agreed. Following assessment, we reimburse reasonable postage for valid faulty, damaged or incorrect-item claims.
For UK returns involving a reported fault, we normally specify Royal Mail Tracked 48 or Tracked 24 before posting. Reimbursement covers reasonable costs of a suitable service up to the value of £3.80
We are not responsible for damage caused by misuse, incorrect installation, incorrect chanrgers or incorrect firmware, except where attributable to our goods, work or advice.
Website purchases include our 12-month Retrolize warranty from delivery or service completion, under the applicable product or service warranty terms.
CUSTOM ORDERS & SERVICES
Our custom-built consoles are assembled to your chosen shell colour, components and specification. Orders made to your individual specifications or clearly personalised for you are excluded from the 14-day return right. Rights concerning faulty goods remain unaffected.
For separately booked services, you have 14 days after the day the contract is agreed to cancel. If you expressly request work during this period, we may charge proportionately for work provided before cancellation, based on the agreed price and information supplied beforehand. The cancellation right ends on full completion only if you requested the early start and acknowledged this consequence before work began. Rights concerning defective services remain unaffected.
REFUNDS
Our normal process is to receive and inspect returned items before issuing any refund due. We inspect returns promptly and normally process refunds within 3 working days of completing inspection. All refunds are processed without undue delay and within applicable statutory deadlines.
Original delivery charges are non refundable. Refunds reflect the amount paid, less any deduction, using the original payment method unless otherwise agreed. Your payment provider may take additional time to display the credit.
INTERNATIONAL RETURNS
Duties, import taxes and VAT may be collected at checkout, depending on the destination. Where they are not collected, you are responsible for applicable import charges payable on arrival.
If you refuse to pay import charges that were not collected at checkout and the parcel is returned to us, the price of the returned items will be refunded under our receipt, inspection and refund process.
Original international delivery charges are non-refundable in any instance.
Contact us for return and customs instructions. For duties paid directly to customs authorities or carriers, contact that organisation about any refund., we are not responsible for refunding duties/import taxes.
PURCHASES FROM OTHER SELLERS
If you purchased from an unrelated third-party seller, contact that seller directly to arrange your return.
CONTACT DETAILS
Retrolize Ltd · Company number 14829662
Registered office and postal contact address:
49 Downbank Avenue, Bexleyheath, DA7 6RT, United Kingdom
support@retrolize.co.uk
Complete and return this form only if you wish to cancel the contract. You can also request your return using the methods described above.
To: Retrolize Ltd, 49 Downbank Avenue, Bexleyheath, DA7 6RT, United Kingdom; support@retrolize.co.uk.
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:
Goods/service: ________________________________________
Ordered on [*]/received on [*]: ________________________
Name of consumer(s): __________________________________
Address of consumer(s): ________________________________
Signature of consumer(s) (only if this form is notified on paper): ________________________
Date: ________________________
[*] Delete as appropriate.