Terms of service

Terms of Service

Terms of Service

These Terms of Service ("Terms") apply to all orders placed through the Retro Real online store. By placing an order, you agree to these Terms. Please read them carefully.

1. About us

Retro Real Helgolandstraße 25, 14199 Berlin, Germany Email: support@retroreal.co.uk Phone: +49 30 89722051 

2. Ordering and contract formation

  1. Presenting products on our website is an invitation to order, not a binding offer.
  2. By clicking "Buy now" (or the equivalent button) at checkout, you submit a binding offer to purchase the items in your basket.
  3. We will send an automatic order confirmation email. This acknowledges receipt of your order but does not constitute acceptance.
  4. A binding contract is formed when we send you a dispatch confirmation or deliver the goods, whichever comes first.
  5. We reserve the right to decline any order, for example if an item is out of stock or payment cannot be verified. If we decline an order that has already been paid, we will refund you in full.

3. Prices and payment

  1. All prices are shown in [EUR / GBP] and include applicable VAT. Shipping costs are shown separately at checkout before you confirm your order.
  2. Orders to the United Kingdom may incur import VAT and duties, which are payable by the customer (see our Shipping Policy).
  3. We accept the following payment methods: [PayPal, credit/debit card, Klarna, etc.].
  4. Payment is due at the time of order. Goods remain our property until full payment has been received.

4. Delivery

Delivery is available to the European Union and the United Kingdom. Delivery times, costs and carrier details are set out in our Shipping Policy, which forms part of these Terms.

5. Right of withdrawal (EU consumers)

If you are a consumer in the European Union, you have a statutory right to withdraw from this contract within 14 days without giving any reason.

Withdrawal period: 14 days from the day on which you, or a third party named by you (other than the carrier), take physical possession of the goods (or of the last item, for orders delivered in several parts).

How to withdraw: Inform us of your decision by a clear statement (e.g. an email to support@retroreal.co.uk or a letter to the address above). You may use the model withdrawal form below, but it is not mandatory. To meet the deadline, it is sufficient to send your notice before the withdrawal period expires.

Effects of withdrawal: We will refund all payments received from you, including standard delivery costs (but not any extra cost arising from your choice of a delivery method other than our cheapest standard delivery), without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier. Refunds are made using the same payment method you used, unless expressly agreed otherwise.

You must send the goods back to us without undue delay and no later than 14 days from the day you inform us of your withdrawal. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Exclusions: The right of withdrawal does not apply to goods made to your specifications or clearly personalised, or to sealed goods which are not suitable for return for health or hygiene reasons once unsealed after delivery.

Model withdrawal form (complete and return only if you wish to withdraw from the contract):

To: Retro Real, Helgolandstraße 25, 14199 Berlin, Germany — support@retroreal.co.uk I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: Ordered on / received on: Name of consumer(s): Address of consumer(s): Signature of consumer(s) (only if this form is notified on paper): Date:

6. Voluntary 30-day return policy

In addition to the statutory right of withdrawal, we offer all customers (EU and UK) a voluntary 30-day return period as described in our Return & Refund Policy. Your statutory rights are not affected.

7. Warranty and faulty goods

  1. EU consumers are entitled to the statutory warranty rights under German law (§§ 434 ff. BGB), which currently provide a two-year liability period for defects present at the time of delivery.
  2. UK consumers are entitled to the remedies set out in the Consumer Rights Act 2015.
  3. If goods are faulty or not as described, contact us at support@retroreal.co.uk. We will repair, replace or refund as required by law.
  4. [Where products are vintage, pre-owned or second-hand, their condition is described on the product page. Signs of age and wear consistent with that description are not defects.]

8. Liability

  1. We are liable without limitation for damage caused intentionally or by gross negligence, for injury to life, body or health, and under the German Product Liability Act.
  2. For slight negligence, we are liable only for breach of essential contractual obligations (obligations whose fulfilment is necessary for the proper performance of the contract and on which you may rely), and then only for foreseeable, typical damage.
  3. Nothing in these Terms limits any liability that cannot be limited by law, including any rights you have as a consumer.

9. Intellectual property

All content on this website — including text, images, logos and product photography — is owned by or licensed to Retro Real and protected by copyright and trademark law. You may not reproduce or use it without our prior written permission.

10. Dispute resolution

We are not obliged and not willing to participate in dispute resolution proceedings before a consumer arbitration board (Verbraucherschlichtungsstelle). If you have a complaint, please contact us first at support@retroreal.co.uk — we will do our best to resolve it directly.

11. Governing law

These Terms are governed by the law of the Federal Republic of Germany, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). If you are a consumer resident in another EU country or the United Kingdom, you also benefit from any mandatory consumer protection provisions of the law of your country of residence.

12. Changes to these Terms

We may update these Terms from time to time. The version in force at the time you place your order applies to that order.

13. 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)

Last updated: 16 September 2026