Return and Refund Policy

Last updated: 17 September 2026

Reload Retro sells to customers in the European Union, the United Kingdom, the United States and beyond. This policy explains your rights when you change your mind and when a console is faulty. It does not limit any rights you have under the consumer law of your country.

Changed your mind? You have 14 days

You may cancel your order for any reason within 14 days of receiving the goods. To cancel, email [email protected] with your order number, or use our contact form, and tell us that you wish to return the order. Then send the console back within 14 days of telling us.

Return conditions

• The console should be complete and, where possible, in its original packaging. You may open the box and check the console. If it shows use beyond what is needed to check it, we may reduce the refund accordingly.
• Consoles bought at a reduced price can be returned in the same way as any other console.
• You pay the cost of the return shipping. Use a tracked service and keep your proof of posting: we cannot refund a return that is lost on its way to us without it.

When you tell us you are returning a console, we email you the return address and a return reference within one business day. Please wait for it before posting.

Refunds

We refund you within 14 days of receiving the console back, or of receiving your proof of posting if that is earlier, using the payment method you used for the order. The refund covers the price of the console and the shipping you paid us. Import VAT, duties or fees paid to your customs authority or carrier are not part of the refund. If you return part of an order, we refund the returned items.

Cancelling before dispatch

If you cancel before your order has been handed to the carrier, we refund the full amount, including shipping, within 14 days.

Faulty, damaged or wrong items

If your console arrives damaged, does not work, or is not what you ordered, email us within 7 days of delivery with your order number, photos and, if possible, a short video of the fault. We will send a replacement or refund you in full, including any shipping you paid, and we cover the cost of any return we ask for.

After those first days your console stays covered by the legal guarantee of your country: two years in the European Union, and under the Consumer Rights Act in the United Kingdom. If a fault appears during that time, contact us and we will repair, replace or refund as the law provides. Wear and tear, accidental or liquid damage, and faults caused by modified software or by memory cards we did not supply are not covered.

Contact

By email: [email protected]. Or use our contact form.