Terms of service

Last updated: 4 November 2026

These terms apply to consumer orders placed through Retrolize.co.uk and services booked directly with Retrolize Ltd. Read them alongside the relevant product description, any agreed quotation and our Returns Policy. Your statutory rights are unaffected.

ABOUT RETROLIZE

Retrolize.co.uk is operated by Retrolize Ltd, company number 14829662. Registered office and postal contact address: 49 Downbank Avenue, Bexleyheath, DA7 6RT, United Kingdom.

Email: support@retrolize.co.uk. Telephone and WhatsApp: +44 7354 502830.

ORDERS & ACCEPTANCE

To order, add your chosen items and options to the basket, enter your contact and delivery details, choose delivery and payment, then review and confirm payment. Check all details before paying and use only a payment method you are authorised to use. Our contracts are made in English. International orders require a telephone number for delivery and customs purposes.

Your order is an offer to buy. An automated acknowledgement confirms receipt. For goods, we accept your order when we send dispatch confirmation, unless we expressly accept it earlier in writing. For services, acceptance occurs when we confirm your booking or agreed work in writing. Payment may be collected before acceptance.

Before acceptance, we may decline an order because we cannot fulfil it, payment cannot be authorised, there is a genuine pricing error or we reasonably suspect fraud. We will tell you and refund any payment for an order we do not accept.

PRICES & PAYMENT

Prices are shown in the selected currency and include applicable taxes as indicated. Delivery charges and any duties or taxes collected by us are shown before you pay. Use one of the payment methods offered at checkout.

Prices and offers may change for future orders. We will not increase an accepted order’s price or make material substitutions without your agreement. Discounts and gift cards are subject to the conditions shown when offered.

PRODUCT DESCRIPTIONS & CONDITION

Our listings identify whether products are new, used, refurbished, restored or modified. Vintage hardware may include original components alongside replacement parts. Any disclosed cosmetic wear or limitations form part of the description.

Colours can appear differently on different screens, and representative photographs may be used where stated. Products must still match their description, be of satisfactory quality and be fit for any purpose we have agreed with you.

COMPATIBILITY & INSTALLATION

Check the listed model, region, hardware, firmware, display and power requirements for your intended setup. Contact us before ordering if you need compatibility advice.

Installation products, including soldering kits and internal modifications, require suitable skills and equipment. Follow the supplied instructions and use appropriate power supplies. Customer-caused installation damage or misuse is not covered by our warranty, except where attributable to our products, work or advice. Installation work may also affect unwanted-return deductions as explained in our Returns Policy.

Use products and software in accordance with applicable licences and law.

CUSTOM BUILDS & SETUP SERVICES

Our custom-built consoles are assembled to your chosen shell colour, components and specification. Confirm these choices before work begins. Requested changes may affect price or completion time; we will obtain your agreement before proceeding.

Any exclusion from unwanted returns for goods made to your specifications or personalised for you will be explained before ordering and applied where permitted by law. Configuration and setup charges follow the service cancellation conditions in our Returns Policy.

REPAIRS & DIAGNOSTICS

A diagnosis booking covers the assessment described in its listing; it does not guarantee that a repair is possible. Additional repairs, parts or work require your approval. A repair addresses the agreed work and does not guarantee that unrelated components will remain fault-free.

We perform services with reasonable care and skill. Completion estimates depend on the fault, parts and work required. We will explain material changes and agree any additional charges before extra work begins.

Back up your data before sending a device, remove unrelated personal information where possible and tell us about known faults, damage or previous modifications.

If you request work during the 14-day service cancellation period, we obtain the required early-start request and acknowledgement. Cancellation before completion may involve a proportionate charge for work provided. The cancellation right ends on full completion only where those requirements have been met. Rights concerning defective work remain unaffected.

DELIVERY

Delivery options, costs and estimated times are shown before purchase. Custom builds, pre-orders and repair services may have separate agreed timescales. Unless another delivery period is agreed, goods will be delivered without undue delay and within 30 days of the contract being formed.

We remain responsible for goods sent using delivery services we offer until you or someone you nominate takes physical possession. Report missing or damaged parcels promptly so we can investigate.

If incorrect address details you supplied cause a failed delivery, reasonable redelivery costs may apply, explained before resending. Delays outside our control do not remove your rights concerning late or failed delivery.

INTERNATIONAL ORDERS

Where duties and import taxes are collected at checkout, they are shown before payment. Where they are not collected, you are responsible for applicable import charges payable on arrival.

If an order is refused because unpaid import charges were not collected at checkout and it is returned to us, the returned items are handled under our receipt, inspection and refund process. Original international delivery charges are non-refundable.

CANCELLATIONS, RETURNS & REFUNDS

Contact us as soon as possible to request an order change or cancellation. Once dispatched, we cannot normally stop delivery. Please receive the parcel and follow the return process.

To return an unwanted item, notify us within 14 calendar days after the day you receive it, then send it back within 7 calendar days of notifying us. Requests first made after the notification deadline will not be accepted. The applicable exclusions and arrangements for separately delivered orders are explained in our Returns Policy.

That policy also explains return postage, supplied contents, inspection and permitted deductions of up to 15% for actual loss in value. We normally process refunds due within three working days after inspection, sooner where statutory deadlines require. Original delivery charges are non refundable.

The unwanted-return deadline does not restrict claims concerning faulty, damaged, incorrect or misdescribed goods.

WARRANTY

Website purchases include our 12-month Retrolize warranty from delivery or service completion, unless otherwise stated, subject to the applicable product or service warranty terms. This warranty is additional to your statutory rights and does not limit them to 12 months.

Contact us with your order details and a description of the problem. Damage caused by misuse, unsuitable power equipment, incorrect installation or incorrect firmware is excluded where it is not attributable to our products, work or advice.

ACCOUNTS & WEBSITE USE

Keep account details accurate and login codes private. Tell us promptly if you suspect unauthorised access. Do not use our website for fraud, unlawful activity, malicious code or attempts to access systems without permission.

We may restrict access where reasonably necessary to address serious misuse or security concerns. This does not remove our obligations for existing orders or your refund rights.

REVIEWS & WEBSITE CONTENT

Reviews must reflect a genuine experience. Submit only content you are entitled to share. You retain ownership of your contributions and give us permission to display your submitted reviews and photos on our website and make formatting changes without changing their meaning. Personal-information requests are handled under our Privacy Policy.

We may moderate unlawful material, spam, irrelevant content or personal details. Website text, branding, photographs and other content belong to us or their respective rights holders. Commercial reuse requires permission unless the law permits it; you may keep copies for your personal shopping and records.

PRIVACY & SHOPIFY

Our Privacy Policy explains how we use personal information. Shopify hosts our store and processes information about visits and purchases. Where enhanced services are enabled, this can include information from interactions with other merchants and Shopify to support personalisation, analytics and advertising.

Shopify and other providers may process information internationally. See Shopify’s Consumer Privacy Policy and Privacy Portal for its processing and privacy choices.

OUR RESPONSIBILITY TO YOU

We are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill. We are not responsible for losses that were not reasonably foreseeable when the contract was made, or losses caused solely by your misuse or a pre-existing fault unrelated to our work.

Nothing excludes or restricts liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded. Your statutory consumer rights remain unaffected.

COMPLAINTS & GOVERNING LAW

Contact support@retrolize.co.uk with your order details and the issue. We will investigate and try to resolve it. If unresolved, we will provide information about any further dispute-resolution options where required.

These terms are governed by the laws of England and Wales. Customers living elsewhere retain any mandatory consumer protections and rights to bring claims in their home courts where applicable.

CHANGES TO THESE TERMS

The terms provided when you placed your order apply to that order. Updates apply to future orders and website use; they do not retrospectively change existing contracts without your agreement, except where required by law. If a provision is unenforceable, the remaining terms continue where they can operate fairly without it.