Our Promise to You
Every item we sell is tested and described as accurately as possible. If something arrives not as described, is faulty, or you simply change your mind, we will always work with you to find a fair resolution — whether that's a refund, exchange or repair.
We believe in straightforward, hassle-free returns. If you have a problem with your order, just get in touch and we'll sort it out. No unnecessary hoops to jump through.
Your Legal Rights
As a UK consumer, you are protected by the Consumer Rights Act 2015 and, for online purchases, the Consumer Contracts Regulations 2013. These rights apply in addition to our own policy and are not limited by it.
- Goods must be of satisfactory quality, fit for purpose and as described
- If goods are faulty within 30 days of delivery, you have the right to a full refund
- If goods develop a fault within 6 months, we must repair, replace or refund — and we must prove the item was not faulty if we dispute the claim
- For online orders, you have a 14-day cooling-off period from the day you receive the goods, during which you may cancel and return for any reason
Our 30-day returns policy goes beyond your statutory 14-day cooling-off right. Where our policy is more generous than your legal rights, our policy applies. Where your legal rights exceed our policy, your legal rights always take precedence.
What Can Be Returned
Most items purchased from Retro Fix — online or in store — can be returned within 30 days of purchase or delivery, provided the following conditions are met:
| Item Type | Returnable? | Condition Required |
|---|---|---|
| Consoles & hardware | Yes | Unused or faulty — original condition, all accessories included |
| Games (cartridges, discs) | Yes | Unplayed or faulty — must be returned as received |
| Accessories (controllers, cables) | Yes | Unused, in original condition |
| Sealed trading card products | Yes | Sealed and unopened only |
| Opened / played trading cards (singles) | Faulty only | Only if item is not as described or has a genuine fault |
| Warhammer / miniatures | Yes | Unassembled and unpainted, in original packaging |
| Assembled or painted miniatures | No | Cannot be returned once assembled or painted |
| Digital downloads | No | Non-returnable once accessed |
What Cannot Be Returned
The following items are non-returnable unless they arrive faulty or not as described:
- Opened trading card packs, booster boxes or loose singles (unless not as described)
- Assembled, glued or painted Warhammer miniatures
- Items that have been damaged after delivery due to misuse or accident
- Items returned more than 30 days after purchase without prior agreement
- Digital downloads or codes once they have been revealed or redeemed
- Items not purchased from Retro Fix
If you are unsure whether your item qualifies for a return, please contact us before sending anything back. We will always try to find a solution.
How to Return an Item
Please follow these steps to return an item. Do not send items back without contacting us first — unauthorised returns may cause delays.
Contact us within 30 days
Email info@myretrofix.co.uk or call 01903 215090 with your order number and reason for return. We'll confirm your return is approved and provide instructions.
Pack the item securely
Use appropriate packaging to protect the item during transit. Include all original accessories, manuals and packaging where possible. Include your name and order number inside the parcel.
Send it back to us
Post the item to: Retro Fix, 130 Montague Street, Worthing, BN11 3HG. We recommend using a tracked service. For faulty or incorrectly sent items, we will provide a prepaid return label.
Refund or exchange issued
Once we receive and inspect your return, we will process your refund or exchange within 3–5 working days and confirm by email.
Faulty or Incorrectly Sent Items
If your item arrives faulty, damaged in transit, or is not what you ordered, we will cover all return postage costs and issue a full refund or send a replacement at no extra charge.
Please report faulty or incorrect items within 30 days of delivery. Where possible, include a photo or short description of the fault when you contact us — this helps us resolve things faster.
- Faults reported within 30 days — full refund or replacement at your choice
- Faults reported between 30 days and 6 months — we will repair, replace or refund after inspecting the item
- Faults reported after 6 months — we may ask you to demonstrate the fault was present at the time of sale
We test every item before sale, but if a fault develops after purchase we will always investigate fairly and work with you to reach the best outcome.
Refund Process & Timelines
Once we receive your returned item and confirm it meets the return conditions, we will process your refund as follows:
| Refund Method | Processing Time | Notes |
|---|---|---|
| Original card / bank transfer | 3–5 working days | Most common method — refunded to card used at purchase |
| PayPal | 1–3 working days | Refunded to PayPal account used at purchase |
| Store credit / gift card | Same day | Available if you prefer — valid for 12 months |
| Cash (in-store returns) | Immediate | In-store purchases returned in person |
Original shipping costs are non-refundable unless the return is due to our error (wrong item sent, item arrived damaged or faulty). Return postage is at your cost for change-of-mind returns.
We will send you a confirmation email once the refund has been processed. Bank processing times are outside our control and may vary.
Exchanges
If you would prefer to exchange an item rather than receive a refund, we are happy to arrange this subject to stock availability. Please mention your preference when you contact us to begin a return.
- Exchanges are available for items returned in original, unused condition within 30 days
- If the replacement item is higher in value, you will be charged the difference
- If the replacement item is lower in value, we will refund the difference
- If the item you want is out of stock, we will offer a full refund instead
In-Store Returns
Items purchased in store at 130 Montague Street, Worthing can be returned in person during opening hours. Please bring your receipt or proof of purchase.
- In-store returns are accepted within 30 days of purchase
- Items must be in their original condition with all accessories
- Refunds for in-store purchases can be issued as cash, card refund or store credit
- No need to contact us in advance — just bring the item to the shop
Opening hours: Monday–Friday 10:00am–5:30pm · Saturday 9:30am–5:30pm · Sunday Closed
Repairs & Services
Our repair and modification services (IPS upgrades, RGB mods, region conversions, recapping etc.) are subject to a separate service agreement confirmed when you drop off or send your item.
- We will always confirm the fault diagnosis and cost before carrying out any paid repair work
- If a repair cannot be completed as quoted, you will be informed and no charge will be made
- Completed repairs carry a 90-day workmanship guarantee — if the same fault reoccurs within 90 days due to our work, we will rectify it free of charge
- The workmanship guarantee does not cover new or unrelated faults, or damage caused after collection
- Items left for repair for more than 90 days without contact may be subject to a storage fee
Please note that opening, modifying or attempting to repair a console yourself before bringing it to us may affect our ability to diagnose the original fault and could void the workmanship guarantee.
Contact Us
If you have any questions about this policy, need to start a return, or want to discuss a problem with your order, please get in touch — we're here to help.
Retro Fix (Phone Fix)
130 Montague Street, Worthing, BN11 3HG
info@myretrofix.co.uk ·
01903 215090
Mon–Fri 10:00am–5:30pm · Sat 9:30am–5:30pm
This policy was last reviewed in June 2025 and is governed by the laws of England and Wales. Nothing in this policy affects your statutory rights as a UK consumer.
