Terms of Service

By using RetroRex.ca and placing an order, you agree to all terms below. These Terms apply to website use, purchases, and customer interactions.

Welcome to RetroRex. These Terms and Conditions govern your use of RetroRex.ca and all purchases made through our website. If you do not agree with any portion of these Terms, do not place an order.

1. Eligibility & Account Responsibilities

  • You must be 18 years of age or older to place an order.
  • Payment methods must be in the purchaser’s name.
  • Orders must ship to an address associated with the payment method.
  • PO Box orders require identity verification prior to shipment.
  • We do not ship to hotels, mail forwarding services, or virtual mailbox providers.
  • You are responsible for all activity conducted under your account.
  • We reserve the right to cancel or refuse orders that fail verification.

2. Product Information & Availability

  • Product descriptions and images are for reference only.
  • Specifications, packaging, and components may change without notice.
  • Availability is not guaranteed until an order has shipped.

3. Pricing, Payments & Fraud Prevention

  • All prices are listed in USD unless otherwise stated.
  • Payment authorization is required before fulfillment begins.
  • We reserve the right to cancel orders suspected of fraud or abuse.
  • Unauthorized chargebacks may result in account suspension.

4. Fulfillment & Processing Times

  • Some orders may require 5–15 business days for processing and fulfillment.
  • Extra fulfillment times will be displayed directly on the product page.
  • Fulfillment time is separate from shipping transit time.
  • Expedited shipping affects carrier speed only and does not accelerate fulfillment.

5. Shipping, Delays & Carrier Responsibility

  • Shipping costs are paid at checkout and are non-refundable.
  • Even “free shipping” is embedded into the product price.
  • Transit times shown at checkout reflect carrier delivery estimates only.
  • We are not responsible for late, delayed, or misrouted shipments.
  • No compensation is provided for shipping delays or inaccurate delivery estimates.
  • We reserve the right to select the shipping carrier at our discretion.

6. Duties, Taxes & Customs

  • International orders may be subject to duties, taxes, and brokerage fees.
  • These fees are the sole responsibility of the recipient.
  • Failure or refusal to pay duties may result in return or abandonment.
  • Refused shipments void all refund eligibility.

7. Returns, Refunds, Specialty Products & Warranty

  • Returns are accepted only for sealed products within 7 business days of delivery.
  • Products must be unused, unopened, and in original packaging.
  • Shipping costs are not refundable.
  • Return shipping is the customer’s responsibility.
  • We may generate a return label and deduct its cost from the refund.
Specialty / Neo Product Line:
  • Neo series products are specialty, built-to-order systems.
  • Orders for Neo series products may be cancelled within 24 hours of purchase.
  • After 24 hours, Neo series orders cannot be cancelled, returned, or refunded.
  • Neo series products are exchange-only once fulfillment has begun.
Opened Products:
  • If a product has been opened and the customer simply does not like it, it is no longer eligible for a refund.
  • Opened products may qualify for repair or replacement only if defective.
Warranty Handling:
  • All sealed products include a 1-year limited hardware warranty.
  • The warranty covers hardware and manufacturing defects only.
  • Software, configuration changes, and user modifications are not covered.
  • Defective products will be repaired or replaced at our sole discretion.
  • If a component is unavailable, the entire product may be replaced.
  • Shipping costs are not included and will be invoiced to proceed with warranty work.

8. Technical Support Policy

  • Technical support is provided as a courtesy and is not included in product pricing.
  • Customers are expected to review product information before purchasing.
  • Support requests are handled in the order received.
  • We do not tolerate aggressive, abusive, or unprofessional communication.
  • Emails deemed inappropriate may be ignored or deprioritized.

9. Lost, Stolen, Refused or Abandoned Packages

  • We are not responsible for lost or stolen packages.
  • No refunds or replacements are issued for stolen shipments.
  • A police report and carrier claim may be required.
  • Refused or abandoned shipments are non-refundable.

10. Website Use & Acceptable Conduct

  • Misuse, abuse, or interference with website operations is prohibited.
  • Automated scraping or exploitation of errors is not permitted.
  • We reserve the right to deny service at our discretion.

11. Intellectual Property

  • All site content and branding are owned by RetroRex.
  • Unauthorized reproduction or distribution is prohibited.

12. Emulation Hardware Disclaimer

  • RetroRex does not distribute copyrighted software or ROMs.
  • Users are responsible for lawful software use.
  • We are not liable for third-party modifications.

13. Limitation of Liability

  • RetroRex is not liable for indirect or consequential damages.
  • Maximum liability shall not exceed the purchase price.

14. Force Majeure

We are not liable for delays or failures due to events beyond our control, including carrier issues, customs delays, labor disruptions, or natural disasters.

15. Governing Law

These Terms are governed by the laws of Ontario, Canada. All disputes shall be resolved exclusively in Ontario courts.

16. Contact & Support Hours

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