Refund Policy

Refund Policy — PocketRetroPlay

Thank you for shopping at PocketRetroPlay. Our goal is to ensure customer satisfaction while maintaining fair and transparent policies. Please read our Refund Policy carefully before making a purchase.

Returns & Refund Eligibility

Because we operate using global fulfillment centers and cross-border logistics, we do not accept returns to our physical address unless specifically authorized by our support team.

You may request a refund or replacement if:

  • The item arrived damaged or defective
  • You received the wrong product
  • Your package has not arrived within the maximum delivery time
  • The item has a major functional issue

To be eligible, you must contact us within 30 days of receiving your order.

Non-Refundable Situations

We cannot issue refunds if:

  • You entered an incorrect or incomplete shipping address
  • The package was returned due to delivery failure (recipient unavailable)
  • The item is delayed due to customs or carrier issues outside our control
  • You changed your mind after the order was shipped
  • The order was marked as delivered by the carrier
  • There are minor variations in color or appearance due to screen differences

Damaged or Defective Items

If your order arrives damaged or defective, please contact us at:

📧 help@pocketretroplay.com

Please include:

  • Your order number
  • A description of the issue
  • Photo or video evidence

We will send a replacement or issue a refund where applicable.

Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account
  2. Contact your credit card company
  3. Contact your bank

Processing times may vary depending on the payment provider. If you still have not received your refund, email us at:

📧 help@pocketretroplay.com

Order Cancellations

Orders can only be canceled within 2 hours of purchase. After this window, your order may already be in processing and cannot be canceled.

Lost Packages

If your tracking shows the package has not moved for more than 30 days, we will investigate with the carrier and may issue a replacement or refund.

Packages marked “delivered” by the carrier are not eligible for refunds.

Customs, Duties & Import Taxes

Customers are responsible for any customs fees, VAT, or import taxes. Refunds are not available for packages rejected by customs or refused by the customer.

Contact Us

If you have any questions regarding refunds or returns, feel free to contact us:

PocketRetroPlay
Calle Madrid, 46118 Valencia, Spain
📧 help@pocketretroplay.com
📞 +34 672 697 774