Refund policy

Overview

We want you to love what you ordered. If something isn’t right, we’ll work with you to make it right according to the policy below.

Because we partner with multiple third-party suppliers and fulfillment partners, some items may ship separately and returns may need to be sent to different return locations depending on the item.

Return window

You may request a return within [15] days of delivery for eligible items.

Eligible returns

To be eligible, items must be:

  • Unused, in original condition, and in original packaging

  • Returned with all accessories, manuals, and inserts (if applicable)

Non-returnable items

The following are not eligible for return or refund (unless required by law):

  • Final sale / clearance items

  • Gift cards

  • Personalized or made-to-order items

  • Perishable goods

  • Intimate items (for hygiene reasons)

  • Digital products / downloads

  • Items marked “non-returnable” on the product page

How to start a return

  1. Contact us at [goretro@retrov.us] with:

    • Order number

    • Item(s) you want to return

    • Reason for return + photos if damaged/defective

  2. We’ll reply with return instructions. Do not send items back without authorization, as we may not be able to match the return to your order.

Return shipping costs

  • If the item is damaged, defective, or we shipped the wrong item, we will cover return shipping (or provide an alternative solution).

  • For all other returns, return shipping is the customer’s responsibility unless stated otherwise on the product page.

Refunds

Once your return is received and inspected, we’ll notify you of approval or denial. If approved:

  • Refunds are issued to the original payment method within [5–10] business days

  • Original shipping fees are non-refundable.

  • If your order qualified for free shipping, the outbound shipping cost may be deducted from your refund where permitted

Exchanges

We do not offer direct exchanges. 
If you want a different item, we recommend returning the original item (if eligible) and placing a new order.

Damaged or defective items

If your item arrives damaged or defective, contact us within [7] days of delivery with photos of:

  • The item

  • The packaging

  • The shipping label (if visible)

We may offer a replacement, store credit, partial refund, or full refund depending on the situation and supplier availability.

Wrong item received

If you received the wrong item, contact us within [7] days of delivery. We’ll make it right.

Missing items / multiple shipments

Because items may ship from different fulfillment partners, your order may arrive in multiple packages at different times. If your tracking shows “delivered” but you’re missing items, contact us within [7] days so we can investigate.

Cancellations

Orders can be cancelled only if they have not entered processing or shipment. Please contact us as soon as possible. Once an order is in processing, we may not be able to cancel it.

Chargebacks

If you have an issue with your order, please contact us first. Chargebacks filed without contacting us may delay resolution and can be disputed with supporting order and tracking information.