Return Policy

Returns Policy:

At Retro Gaming House, we want you to be completely satisfied with your purchase. If you receive merchandise that is not to your satisfaction, we offer a 30-day return policy for unused merchandise in its original condition. If 30 days have passed since the date of delivery, we may still be able to offer an exchange or replacement.

Please note that if you alter any settings or configure or add new controllers to your device without taking a backup of the original SD card, it will void the 30-day return policy. This is because these changes can potentially cause technical issues with the product and prevent us from being able to resell the item as new.

Additionally, we are not responsible for replacing controllers or gamepads that are included in our bundles unless they are reported as defective within 7 days of delivery. This is because controllers and gamepads can be subject to wear and tear and may not be covered under our standard return policy.

Defective Items:

If you receive a product that is claimed as defective, our technical team will ask for additional information (such as photos, screenshots, or videos) in order to determine if the item is defective. If the item is determined to be defective, the return process will be initiated.

For inquiries about defective items, please contact us at info@retrogaminghouse.com. Our team will provide you with detailed instructions on how to proceed with the return process. Please note that we may ask for additional information to confirm the defect and initiate the return.

Return of Non-Defective Items:

If you change your mind about your purchase and wish to return a non-defective item, we may still be able to accept a return. However, please note that the customer is responsible for the shipping cost and any import taxes on the returned item, as well as a 20% restocking fee. This fee is charged to cover our costs associated with processing and restocking the item.

Please note that some products are shipped directly from our warehouse in China. In these cases, the customer can return the system back at their own expense. We recommend using a shipping method that allows you to track the package, as we are not responsible for items lost in transit.

When returning an item, please include your name, address, phone number, the word "refund," and your original order number. Once we receive the item and confirm that it is in its original condition, we will process a refund through the original payment method. Please note that it may take 2-3 business days for the refund to be processed by our system.

We value our customers and strive to provide excellent customer service. If you have any questions or concerns about our returns and refunds policy, please don't hesitate to contact us at info@retrogaminghouse.com. We will do our best to assist you and ensure that you are satisfied with your purchase.

Refunds:

To receive a refund for an item purchased from us, you will need to return the item to our warehouse (please refer to the above return policy to determine whether the item was shipped from our US or CN address). Once we receive the item and confirm that it is in its original condition, we will process a refund through the original payment method. Please note that it may take 2-3 business days for the refund to be processed by our system.

Please note that if you change your mind about your purchase and the product is not defective, you will be responsible for the shipping cost and any import taxes on the returned item, as well as a 20% restocking fee. This fee is charged to cover our costs associated with processing and restocking the item.

We value our customers and strive to provide excellent customer service. If you have any questions or concerns about our returns and refunds policy, please don't hesitate to contact us at info@retrogaminghouse.com. We will do our best to assist you and ensure that you are satisfied with your purchase.

Changes to the Game List:

At Retro Gaming House, we are committed to providing our customers with the best possible gaming experience. As part of this commitment, we periodically update our game lists based on feedback from our customers. Please note that the game list is subject to changes, and while we strive to keep it as up-to-date as possible, some games may be added or removed from the list over time.

If a game is not included in the game list at the time of your purchase, it is not considered a reason for a return of a defective item. However, the customer can still return the product at their own expense.

We understand that some customers may be interested in specific games that are not included in the current game list. In such cases, we strongly recommend contacting us before making a purchase to ensure that the game is included. Our team will be happy to assist you in finding the right product that meets your needs.

We value our customers and strive to provide excellent customer service. If you have any questions or concerns about our returns and refunds policy or the game list, please don't hesitate to contact us at info@retrogaminghouse.com. We will do our best to assist you and ensure that you are satisfied with your purchase.

Games Not Working:

At Retro Gaming House, we offer gaming systems that utilize emulators to play classic video games. Please note that due to the nature of these systems, some games may not perform well. This is not considered a reason for a defective item, as the configuration needed to make these products playable can vary based on the game.

While we strive to offer a wide range of games that are playable on our systems, it is important to note that out of thousands of games, there may be some that do not work properly. We encourage our customers to understand that this is a common issue when dealing with emulators and to accept that some games may not work as expected.

In the event that a game is not working on your system, we recommend contacting us for technical support. Our team can provide guidance on how to troubleshoot the issue and may be able to offer a solution. However, please note that if the issue is related to the game itself, it may not be possible to resolve the issue.

We value our customers and strive to provide excellent customer service. If you have any questions or concerns about our returns and refunds policy or the performance of our gaming systems, please don't hesitate to contact us at info@retrogaminghouse.com. We will do our best to assist you and ensure that you are satisfied with your purchase.