Refund & Return Policy

Thank you for shopping at RetroRex. We specialize in retro gaming hardware, specialty-built systems, accessories, and classic video games. Due to the nature of our products, all returns, exchanges, and warranty claims are subject to the conditions below.

7-Day Return & Exchange Window

Return or exchange requests must be initiated within 7 business days of delivery. Eligibility depends on product type and condition.

• Neo Series Specialty Products:
  Products in the Neo lineup (including Neo Ogami and Neo Zero One) are specialty built-to-order systems. Orders may be cancelled within 24 hours of placement. Once this window has passed, the order cannot be cancelled, returned, or refunded and is eligible for exchange only, if applicable.
• New & Sealed Products (Refund Eligible):
  Refunds are available only if the item is sealed, unused, and in original condition. The outer shipping carton must remain fully sealed with courier tape intact as delivered. If the shipping carton has been opened for any reason, the item is no longer considered new or sealed.
• Opened Products (No Refunds):
  If the outer shipping carton has been opened and the product is not defective, the order is considered opened and is not eligible for a refund. Opened products may be considered for exchange or store credit only, subject to inspection.
• Used / Vintage Games:
  Refunds are available only if returned in the same condition as shipped. Any condition discrepancies may void eligibility.

Warranty Coverage

• All new and sealed products include a 1-year limited warranty covering hardware and manufacturing defects only.
• This includes products that arrive dead on arrival (DOA) or are physically non-functional out of the box.
• The warranty applies to hardware components only and does not cover software, operating systems, user configuration, or third-party modifications.
• Products that are exchange-only (including Neo series systems) are still fully covered under warranty for eligible defects.
• Warranty claims will be resolved through repair or exchange at our sole discretion.
• Shipping costs are not included with warranty claims and will be invoiced prior to service or replacement.

Important Notes

• A 10% restocking fee applies to all approved refunds.
• Shipping charges are non-refundable.
• Return shipping is the customer’s responsibility unless due to a confirmed error.
• All returns must be pre-authorized.
• Package refusals are not eligible for refunds.
• We do not issue refunds for shipping delays, carrier errors, or missed delivery estimates.
• Lost or stolen packages are not refundable.

Holiday Shipping Disclaimer

• We do not guarantee delivery by any specific holiday or event date.
• Carrier transit times during holidays or peak periods are estimates only.
• Holiday delivery timing is not a valid reason for a return or refund.

How to Initiate a Return or Exchange

1. Contact Us: Email [email protected] within 7 business days of delivery.
2. Authorization: If approved, a Return Authorization (RA) number and instructions will be issued.
3. Packaging: Items must be returned in original packaging with all included components.
4. Return Shipping: Any applicable return shipping, duties, or tariffs will be deducted from approved refunds.

Packages returned without authorization may be refused or returned at the customer’s expense.

Contact Information

Phone: 647-696-4175

Email: [email protected]

Technical Support: [email protected]

Support Hours:
Monday to Friday: 10:00 AM – 6:00 PM (EST)
Saturday to Sunday: 12:00 PM – 5:00 PM (EST)
Holidays: Closed