Return & Refund Policy – RETROVEA ECOMMERCE LTD

We value your satisfaction and want every purchase to be a positive experience. If you are not completely happy with your order, you may request a return or refund following the policy below.

You can always contact us for any return question at support@retrovea.com

Returns
Accept returns for both defective and non-defective products

Exchanges
Accept exchanges

Product condition
New only

Window
30 days

Method
By mail

Return label
Included in the package, Free

Restocking fees
No cost

Refund processing time
10 days

1. Return Eligibility

We accept returns within 30 days from the delivery date unless otherwise stated for specific promotions or product categories.

To qualify for a return:

• Item must be unused, unworn, undamaged, and in its original packaging.
• All accessories, dust bags, tags, boxes, manuals and components must be included.
• Item must be free from scratches, scuffs, or visible wear.
• Proof of purchase (order number or receipt) is required.

Non-returnable items include:

• Used, altered, or damaged items due to customer misuse.
• Items returned without original packaging, tags, or authenticity cards where originally supplied.
• Final sale, clearance, or personalized/custom items (unless faulty).
• Gift cards and digital products.

2. Step-by-Step Return Instructions

Please follow the steps below to ensure a smooth and fast return process:

Step 1 — Submit a Return Request

Email us at support@retrovea.com with the following:

• Your full name
• Order number
• Reason for return
• Photos or videos showing product condition (required)

Our support team will review your request and respond within 24 business hours.

Step 2 — Receive Return Authorization

If your return request is approved, we will send you:

• A Return Authorization Number (RAN)
• The correct return shipping address
• Instructions on how to pack your item for safe return

Step 3 — Ship the Item Back

Please follow these guidelines:

• Pack the item securely in the original packaging (or equivalent protective packaging).
• Include your Return Authorization Number inside the box and on the outside if possible.
• Use a fully trackable shipping method (e.g., UPS, USPS, FedEx, DHL).
• Customer is responsible for return shipping fees unless the item is defective, incorrect, or we made an error.

Important: We are not responsible for lost, delayed, or untrackable return packages. Keep your tracking number until the refund/exchange is complete.

Step 4 — Inspection of Returned Item

Once the package arrives at our facility, our team will:

• Inspect product condition
• Verify all components, tags and packaging
• Confirm eligibility for a refund or exchange

This inspection typically takes 2–4 business days.

Step 5 — Receive Your Refund

If your return is approved:

• Refunds will be issued to the original payment method.
• Refunds are processed within 10 business days after inspection is completed.

Note: Your bank or payment provider may require additional time to post the refund to your account.

3. Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged or is the wrong item, please contact us within 48 hours of delivery with:

• Order number
• Description of the issue
• Clear photos or videos showing the defect or damage

We will review the evidence and offer a free replacement or a full refund depending on your preference and stock availability. Where a replacement is provided, we will cover return shipping for the defective item and delivery of the replacement.

4. Exchange Policy

We offer exchanges only for defective or damaged items. If you wish to exchange for a different size or color for non-defective items, please return the original item for a refund (if eligible) and place a new order for the preferred item.

For exchanges of defective items, follow the return steps above. Once the defect is verified, we will dispatch a replacement at no extra cost.

5. Order Cancellations

• Orders may be cancelled within 12 hours of purchase. To cancel, email support@retrovea.com with your order number.
• If your order has already been dispatched, you cannot cancel; you may return the item after delivery following the returns process.

6. Refund Exceptions & Fees

• Shipping fees are non-refundable unless the return is due to our error (wrong or defective item).
• Returns sent without authorization (no RAN) may be refused or subject to restocking fees.
• Items returned in used, damaged or missing-original-accessories condition may receive a partial refund or be refused.
• Customs, duties or import taxes for international returns are the responsibility of the customer unless the return is due to our error.

7. Fraud Prevention & Authenticity Checks

To protect our customers and business from fraud, we may perform verification checks on returns. Any attempt to return counterfeit, stolen, or otherwise fraudulent items will be reported to the appropriate authorities.

8. Contact Us

For any questions regarding returns, exchanges, or refunds, contact us:

📩 Email: support@retrovea.com

⏰ Support response time: within 24 business hours

Company information:
RETROVEA ECOMMERCE LTD — Company Number: 16875563
Registered Office: 82a James Carter Road, Mildenhall, United Kingdom, IP28 7DE (This address is used exclusively for administrative purposes and product returns.We do not operate a physical retail store at this location.)

Contact Us – RETROVEA ECOMMERCE LTD

We’re here to help! Whether you have questions about your order, product details, shipping, returns, or anything else, our support team is ready to assist you.

Customer Support Email

For all inquiries, please contact us at:

📩 Email: support@retrovea.com
⏰ Response Time: within 24–48 business hours

Business Address

If you need to send us documents, returns (with authorization), or official correspondence, please use the address below:

RETROVEA ECOMMERCE LTD

(This address is used exclusively for administrative purposes and product returns.We do not operate a physical retail store at this location.)

Business Hours

• Monday – Saturday: 9:00 AM – 7:00 PM (PST)
• Sunday: Closed
• Closed on all United States, United Kingdom public holidays

Order Assistance

For help with your order, please include the following in your message:

• Your full name
• Order number
• Email used at checkout
• Description of your question or issue

Product Support

If you need assistance regarding a product (sizing, materials, usage, or availability), our team is happy to help. We typically respond within 24 business hours.

Media & Business Inquiries

For partnerships, supplier proposals, marketing requests, or media-related inquiries, please contact us via email and include “Business Inquiry” in the subject line.

Return Requests

To initiate a return, refund, or exchange, please follow the instructions under our Return & Refund Policy page. Return shipments without authorization may be rejected.

We’re Here for You

Your satisfaction is our priority. If you need anything, feel free to reach out anytime — our team is always happy to support you.