Return and Refund Policy
Returns
Unless stated otherwise, our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t start a return.
To be eligible for a return, the item must show a tracking scan within 14 days of the return being authorized or the return with be closed and the shipping label will be voided.
The item must be unused and in the same condition that you received it. It must also be in the original packaging. If you do not have the original packaging additional restocking fees may apply.
To return international orders the customer will be required to purchase their own return label as we are unable to provide one. Items must be packaged appropriately for international shipping. Please purchase appropriate insurance on the parcel. We are not responsible for items damaged or lost in transit during the return process.
Please allow 7-10 business days for us to process your return. Business days are Monday-Friday.
All returns will have any restocking fees and shipping label costs deducted at the time of the refund.
Several types of goods are not eligible for returns, refunds, or replacements:
All trading cards are not eligible for return, exchanges, or refunds.
Any housings or mods that have been installed.
When purchasing modification kits or any other electrical equipment/components you are expected to have experience and knowledge with these systems. We are not responsible for any damage caused from misuse or negligence by the user.
All backlight mods are tested before they are sent out to you. When you receive a backlight kit, you should preform a bench test before installing to assure that nothing has been damaged in transit.
A bench test means the kit is not installed in the shell, and no adhesive has been used. All ribbon cables should have no bends or creases in them. If you find that there is a problem while performing the bench test, contact us immediately for help. Do NOT install the item or you will not be eligible for a replacement. If you are unsure how to preform a bench test, please contact our support team and we will be happy to help.
When contacting our support team for help regarding any issue, you are required to provide any information, including photos, requested by our support team. If you refuse to provide the requested information then we will be unable to assist you.
Backlight kits that have been installed are not eligible for replacement or return. If a backlight kit is returned and shows any signs of have been installed it may not be eligible for a refund.
If you cannot get your backlight kit working and believe it to be defective, we will issue a return label to you. When we receive the kit back we will diagnose the issue and replace any parts that may be needed and send it back to you. If we find the kit has been damaged or was not working due to user error additional fees may be required before we are able to return the kit to you.
Units with any of the following may be used as evidence of installation such as:
Protective film from LCD panels being removed and/or reapplied.
Adhesive backing removed
Creased, bent, or worn cables
Any sign of incorrect soldering
Any other damage that can occur from installing incorrectly.
We DO NOT offer refunds for defective items, we only offer exchanges. If you wish to return a defective item for a refund then the normal refund policies will apply. This includes the buyer being responsible for any return shipping or restocking fees. This is to avoid fraudulent returns, we appreciate your understanding.
If we determine the return is fraudulent a partial refund may be issued and you will be blocked from future purchases with us.
Additional non-returnable items:
- Gift cards
- Downloadable software products
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Order problems
If there is any problem with your order at all, including wrong items or the wrong order, please contact us immediately at support@retrogamerepairshop.com
In the case of an incorrect item or order, we will issue a prepaid return label and cross ship you the correct item. This means that once we see there is a tracking update on the return, we will send out the correct item to avoid any further delays on your project.
Refunds (if applicable)
Once we receive your return, please allow 7-10 business days for us to process the return. All returns are inspected and if approved, then your refund will be processed. All returns are subject to up to a 15% restocking fee. Restocking fees are to cover the cost of processing a returned item, regardless of the condition the product is returned in. If the original order for the returned item qualified for free shipping you may be responsible for additional fees. A credit will automatically be applied to your credit card or original method of payment, usually this takes 5-7 business days.
All returns will have any restocking fees and shipping label costs deducted at the time of the refund.
Please note that if the payment provider does not refund payment fees, this amount will also be deducted from the total refund.
Defective items
If your item is defective or damaged you must contact us within 14 days of the delivery date or you will not be eligible for a replacement.
We only offer exchanges on unused items if they are defective. If you have a defective item you will be able to receive an exchange only and not a return for a refund. Please allow 7-14 business days for your exchange or replacement to be processed. If you want to return the defective item for a refund instead, normal refund policies will apply. You will be responsible for return shipping as well as any restocking fees. If you need to exchange it for the same item, send us an email at support@retrogamerepairshop.com.
As stated above we DO NOT offer refunds for ANY defective items, we only offer exchanges. If you wish to return a defective item for a refund the normal refund policies will apply. This includes the buyer being responsible for any return shipping or restocking fees.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@retrogamerepairshop.com.
Order cancellations
As our fulfillment process is automated, orders normally cannot be cancelled once placed.
Due to changes with the payment portal policies, credit card and PayPal fees are not being refunded for cancelled orders. It doesn't matter if the order is cancelled 5 minuets or 5 days after ordering. This is completely out of our control and we certainly do not agree with this policy, As a result however, you will be charged for this fee (about 5% of the total order value) if you decide to cancel your order so please be be sure your order is correct before completing the checkout process.
If you would still like to cancel your order, orders may be eligible for cancellation but there are no guarantees. Please contact us via email at support@retrogamerepairshop.com or by using the form on our website to see if your order can be cancelled.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Important notice
PayPal has changed their refund policy in April of 2020 and are no longer refunding payment fees like they have in the past. Please note that when an order is refunded, the fee of 4.4% + $0.30 will not be refundable.
Shipping
To return your product, contact us at support@retrogamerepairshop.com. You will then use the prepaid return label we send to your email on file.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
These policies are subject to change without notice at the discretion of Retro Game Repair Shop LLC