Conditions
- For most online orders, tell us within 14 days after delivery that you wish to cancel. You do not need to give a reason.
- You then have a further 14 days to send the goods back. You may inspect them as you would in a shop.
- For a change-of-mind cancellation, you pay direct return postage if this was disclosed before purchase. Faulty or misdescribed goods are handled under your statutory rights.
How to return non-defective products
- Email support@retrogear.gg with your name, order number and a clear statement that you wish to cancel. You may use the model form below, but do not have to.
- Send the goods to The Old Office, 1 Great Ostry, Shepton Mallet, United Kingdom, BA4 5TT. Contact us first for packing and return instructions.
- Pack the goods securely and send them within 14 days after telling us you wish to cancel. Keep proof of postage.
Refunds
We refund the purchase price and any standard outbound delivery charge. If you chose a more expensive delivery service, the extra cost is not refunded.
- We refund within 14 days after receiving the goods back, or after you provide evidence of sending them back, whichever is earlier.
- We may reduce the refund only for diminished value caused by handling beyond what would be allowed in a shop.
- We refund using the original payment method unless you agree otherwise. We do not deduct payment-provider fees from statutory refunds.
Defective products
- If goods are faulty, not as described or not fit for purpose, contact us. Your UK statutory rights to a refund, repair or replacement are separate from the 14-day cancellation right.
- We cover reasonable return costs where the law requires it. We will explain the return method before you send a faulty item.
Exceptions
The cancellation right has limited statutory exceptions, including:
- goods made to your specifications or clearly personalised;
- sealed software that has been unsealed after delivery, where the legal exception applies.
Processing and contact
These rules do not limit your rights if goods are faulty or misdescribed. For a return or question, email support@retrogear.gg.