Refund policy

Return & Refund Policy

We want you to be completely happy with your purchase. If you are not, you can return it within 30 days of delivery.

30-day return window

You may return any item within 30 days of the date you received it, for any reason. To be eligible for a return, the item must be:

  • Unused and in the same condition you received it
  • In its original packaging, with all tags and labels attached
  • Accompanied by your order number or proof of purchase

How to start a return

  1. Email support@retroreal.co.uk with your order number and the item(s) you wish to return.
  2. We will reply within 2 business days with return instructions and the return address.
  3. Pack the item securely and send it back using a tracked shipping service.

Please do not send items back without contacting us first, as unannounced returns may be delayed.

Return shipping costs

  • Faulty, damaged or incorrect items: We cover the full cost of return shipping and will provide a prepaid return label.
  • Change of mind or other reasons: The customer is responsible for return shipping costs. We recommend using a tracked service, as we cannot be held responsible for returns lost in transit.

Refunds

Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method within 14 days of receiving the returned item. Depending on your bank or card issuer, it may take a further 3–5 business days for the refund to appear on your statement.

Original shipping costs are refunded in full for faulty, damaged or incorrect items. For change-of-mind returns, we refund the cost of the item(s). Standard shipping is free, so no shipping refund applies; if you chose express shipping (€15.99), that charge is not refunded.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original for a refund and place a new order.

Non-returnable items

The following cannot be returned unless faulty:

  • [Items made to your specifications or clearly personalised]
  • [Sealed goods that have been opened after delivery, where return is unsuitable for hygiene reasons]
  • Gift cards

Damaged or faulty items

If your item arrives damaged or faulty, contact us within 7 days of delivery at support@retroreal.co.uk with photos and your order number. We will arrange a free replacement or full refund, including all shipping costs.

Your statutory rights (EU and UK customers)

Nothing in this policy affects your legal rights. Consumers in the European Union have a statutory 14-day right of withdrawal, and consumers in the EU and UK are entitled to remedies for goods that are faulty or not as described. Our 30-day return policy is offered in addition to these rights. Full details of the statutory right of withdrawal are set out in our Terms of Service.

Contact

Retro Real Helgolandstraße 25, 14199 Berlin, Germany Email: support@retroreal.co.uk Phone: +49 30 89722051 Business hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT)