Refund policy

Return & Refund Policy

Last updated: September 14, 2025

This policy applies to orders shipped within the United States.

1) What’s eligible (and what’s not)

We accept returns only when:

  • The item is defective or damaged on arrival.

  • You received the wrong item/variant due to our error.

  • An item is missing from your shipment.

We do not accept “change-of-mind” returns or exchanges.

2) Report window — 7 days

You must contact us within 7 days of delivery (per carrier tracking) to report a defect, damage, wrong, or missing item.

  • Email: contact@theretrogift.com

  • Include: order number, short description, and clear photos/video of the product and packaging.

Claims submitted after 7 days may be declined.

3) Proof & inspection

To evaluate your claim, we typically require:

  • Photos/video showing the defect/damage or wrong item.

  • Photo of the outer box + shipping label (for in-transit damage).

  • For missing items, an unboxing photo/video helps.

Please do not return anything without authorization (RMA). Unauthorized returns may be rejected.

4) Outcomes we offer — replacement or full refund

Once approved, we will provide at no cost to you one of the following:

  • A replacement of the affected item(s), or

  • A full refund to your original payment method (if the item is out of stock or upon your request), or

  • A partial refund if only part of the order was affected.

If a full order is refunded due to our error, we will also refund any original shipping you paid (if applicable).

5) Return shipping cost — prepaid label

For approved returns (defect/damage/wrong item):

  • We issue a prepaid mail return label or equivalent method.

  • Please hand the parcel to the carrier within 14 days of receiving the label (labels may expire).

  • Items must be returned in the condition received, including accessories, manuals, tags, and packaging where reasonably possible.

We do not reimburse shipping for unapproved/unauthorized returns.

6) Non-returnable items (exclusions)

  • Personalized / custom items without a manufacturing defect

  • Digital items (e.g., Digital Gift Note)

  • Gift cards

  • Normal wear and tear, misuse, or accidental damage after delivery

7) Orders running late or not delivered

Typical USA timeline:

If your order has not arrived 25 business days after it shipped, contact us. We’ll investigate and offer a replacement or refund if the parcel is confirmed lost.

Holiday guarantee (USA)

Orders placed on or before December 5 (11:59 pm PT) are intended to arrive by December 24.
If a qualifying order misses Christmas Day delivery, we will:

  • Send you a Digital Gift Note (printable/email), and

  • Issue a $10 store credit as a goodwill gesture, in addition to replacement/refund if the parcel is lost.

Note: Severe weather, customs holds, carrier disruptions, or incorrect addresses can impact delivery dates. We’ll still do our best to make it right.

8) Cancellations & address changes

You may request a cancellation or address change within 12 hours of placing the order, or before the order is marked “Processing/Fulfilled,” whichever comes first. After fulfillment, we cannot cancel or reroute.

Orders that fail to deliver due to incorrect/incomplete addresses provided at checkout are not eligible for free replacement or refund.

9) Refund method & timing

  • Once a return is received and inspected (or a no-return refund is approved), we process refunds within 5–10 business days.

  • Your bank/card issuer may take an additional 3–10 business days to post the credit.

  • Refunds are issued to the original payment method. Purchases made with gift cards are refunded to store credit.

10) Condition guidelines

To be eligible for a return, the item must be in the same condition you received it (unused, unwashed), with all parts/accessories. We may deny claims that show misuse, accidental damage, or normal wear and tear.

11) Multiple parcels

We ship through a global fulfillment network. Items in the same order may ship separately and arrive in different packages.

12) Fraud & abuse

We reserve the right to refuse or limit returns in cases of suspected fraud, abuse of policy, or excessive return history.

13) How to start a claim (quick steps)

  1. Email contact@theretrogift.com within 7 days of delivery.

  2. Provide your order number + photos/video of the issue and packaging.

  3. Wait for our authorization and prepaid label (if a return is required).

  4. Ship the item back within 14 days of receiving the label.

  5. We’ll issue your replacement or refund once inspected/approved.