Refund policy

Returns & Warranty Policy

At Retro Sales, we take pride in our restoration work and hardware quality. We want you to be 100% satisfied with your gear. Please inspect your order upon arrival and contact us immediately if an item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

1. Warranty & Eligibility

We offer an industry-leading 12-month warranty on our products (unless otherwise stated). To be eligible for a return or warranty claim:

  • Items must be in the same condition as they were sold.

  • Items must include all original packaging (where applicable).

  • Tamper Integrity: Warranty is strictly void if there is evidence of internal access (screws removed) or if our internal tamper-evident labels are damaged or removed.

  • Modifications: Any unauthorised modification or soldering performed on the item after sale voids all warranties.

Technical Note: We maintain photographic evidence of every item’s condition at the time of sale, including recorded serial numbers and unique identification marks. Any attempt to return items not originally sold by us will be documented and reported as fraud https://www.cyber.gov.au/report-and-recover/report.

2. Non-Returnable Items

Certain items cannot be returned due to their nature or the impact on their resale value:

  • Sealed / New-Old-Stock: Items sold in "Sealed Condition" lose their collector value once opened. By completing checkout, the buyer accepts responsibility for these items; once the seal is broken, they cannot be returned.

  • Consumables & Hardware: Batteries, gift cards, and downloadable software.

  • DIY Parts: Spare parts that require soldering or professional installation.

  • Damaged Goods: Items damaged through misuse or accidental damage after delivery.

  • Wholesale orders are non refundable.

3. Change of Mind Returns

Please choose your items carefully, including ensuring games are compatible with your specific region's console (e.g., PAL, NTSC-U, or NTSC-J).

  • You may request a return within 90 days of purchase.

  • Shipping Costs: For "change of mind" or accidental orders, the buyer is responsible for all return shipping costs.

  • Refund Amount: Only the original item price will be refunded; original shipping costs are non-refundable.

  • Wholesale orders are non refundable.

4. Faulty or Incorrect Items

If we have made a mistake or the item is defective:

  • Free Returns: We will provide a pre-paid return shipping label at no cost to you.

  • Resolution: We will offer a repair, exchange, or full refund once the fault is verified.

How to Start a Return

  1. Contact Us: Visit our Contact Us page and send an email with your Order Number and Name.

  2. Approval: Once your return is authorised, please post the item to:

    Retro Sales Returns PO Box 6137 Cromer, Victoria, 3193

  3. Inspection: Once we receive and inspect your item, we will notify you via email regarding the approval or rejection of your refund.

  4. Processing: Approved refunds are applied to your original payment method within 5 business days. Please note that your financial institution may take additional time to process and post the credit to your account.

Exchanges

We only replace items if they are defective or damaged. We do not offer exchanges for working items if you have simply changed your mind.

Sale Items

Items purchased on sale or with a coupon are eligible for a refund under "change of mind" within 90 days; however, you will only be refunded the actual amount paid at the time of checkout.

Gift Cards

Gift cards cannot be refunded, exchanged, or returned.