Refund policy
Return and Refund Policy
By using Retros's return and refund services, you agree to the following terms. These terms clarify our return, exchange, and refund procedures for purchases made through Retros. Retros operates in Dubai, United Arab Emirates, and ships products locally and internationally.
30-Day Return Policy
Retros offers a 30-day return window starting from the day your order is delivered. To qualify, you must initiate a return request within 30 days of receiving your item.
Returns must be approved by Retros before shipping or delivering the item back. Items returned without prior approval may not be accepted.
Nature of Retro Products
Most products sold by Retros are pre-owned, vintage, or retro electronics and collectibles. Due to the age and collectible nature of these items, cosmetic wear such as minor scratches, discoloration, yellowing, label fading, or aging plastic may be present.
These cosmetic conditions are normal for vintage products and are not considered defects.
Conditions for Return
To qualify for a return, the following conditions must be met:
• The item must have a verified functional defect confirmed by Retros after inspection.
• The item must be unused and in the same condition as received.
• The item must include all original packaging, manuals, tags, and accessories.
• The return request must be approved by Retros before returning the item.
Retros reserves the sole right to determine whether the product qualifies for return after inspection.
Non-Returnable Items
Returns and refunds are not applicable in any of the following cases:
• Opened or used game discs, CDs, cartridges, or software
• Defects or malfunctions resulting from misuse, improper care, or abuse
• Defects caused by improper usage determined by Retros after inspection
• Products that have been modified, altered, or tampered with
• Products where the original serial number has been removed or altered
• Products repaired or attempted to be repaired by a third party other than Retros
• Products damaged due to incorrect voltage usage
Some consoles require a voltage converter (220V to 110V). Retros is not responsible for any damage caused by using incorrect voltage.
Compatibility Responsibility
Customers are responsible for ensuring that purchased products are compatible with their console, region, or system before purchasing.
Compatibility issues do not qualify for returns or refunds.
Shipping Damage Claims
If a product arrives damaged during shipping, customers must report the issue within 48 hours of delivery and provide clear photo evidence of:
• The product
• The packaging
• The shipping label
Claims submitted after 48 hours may not be accepted.
Exchange / Repair Policy
Products may be returned for exchange or repair within 30 days of purchase, provided that:
• The product is returned in its original packaging condition
• All manuals, accessories, and original invoice are included
• The defect is verified by Retros after inspection
Vintage consoles are tested before sale, however minor operational differences due to age are not considered defects.
Cancellation Policy
Customers may cancel their order within 24 hours of placing the order, provided the order has not yet been processed, prepared, or shipped.
If the cancellation request is approved, the refund will be issued using the same payment method used for the original purchase.
Orders that have already been processed, packed, or shipped cannot be cancelled.
Refund Processing
Once a returned item is received and inspected, Retros will notify the customer regarding the approval or rejection of the refund.
If approved, refunds will be processed within 7–14 business days. Processing time may vary depending on the customer’s bank or payment provider.
Return Shipping
Customers are responsible for return shipping costs, unless the item has a confirmed defect verified by Retros.
Restocking Fee
There is no restocking fee.
Delayed or Missing Refunds
If you have not received your refund:
- Check your bank account again.
- Contact your credit card company, as it may take some time for the refund to be officially posted.
- Contact your bank as processing times may vary.
If you have completed the above steps and still have not received your refund, please contact us.
Return Address
Dubai, Al Karama, 39th Street, Building R1001, Shop S03
United Arab Emirates
Contact Us
Store Name: Retros
Company Name: RETROs
Trade Name: Retros Used Electrical and Electronic Appliances Trading
Phone: +971 50 208 3098
Email: support@retros.ae
Address:
Dubai, Al Karama, 39th Street
Building R1001, Shop S03
United Arab Emirates
Customer Support Hours:
1:00 PM – 10:00 PM
