Return & Exchange Policy

We keep returns and exchanges clear and consistent. Please review this policy carefully before placing an order.

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 opened, 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.

Important Notes

  • Shipments in transit cannot be refunded. If eligible for a refund, the shipment must be delivered to the customer first. Return requests will only be considered after the item is shipped back to us, received, and inspected under this policy.
  • 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

  • Delivery by a specific holiday or event date is not guaranteed.
  • Carrier transit times during peak periods are estimates only.
  • Holiday delivery timing is not a valid reason for a 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) will be issued.
  3. Packaging: Items must be returned with all original components.
  4. Return Shipping: Any applicable shipping, duties, or tariffs will be deducted.

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