Refund policy

Returns & Refunds

Before you start

All returns must be requested in advance. Contact us at support@retroshot.ch with your order number. We'll confirm your return and send you the return address and instructions.

Items sent back without a confirmed return request will not be accepted or refunded.

This page covers returns for change of mind. If your item arrived damaged, faulty, or incorrect, do not use this process — see our Warranty & Faulty Items page instead. Your statutory rights are not affected by anything on this page.

Return window

All windows run from the day you receive the parcel, based on carrier delivery confirmation — not the order date.

European Union — your statutory right (days 1–14)

If your delivery address is in the EU, you have the right to cancel your order within 14 days of receiving it, without giving any reason.

You may unpack and inspect the item as you would in a shop. We will refund the full purchase price, plus the original standard shipping cost you paid. If you chose an upgraded shipping option, we refund the cost of our cheapest standard option.

We refund to your original payment method within 14 days of receiving your return or your proof of postage, whichever comes first.

You pay the cost of returning the item to us.

You are only liable for any reduction in the item's value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.

Our commercial return policy

Applies to: EU orders on days 15–30, and all Switzerland and United States orders.

This is a voluntary policy we offer beyond what the law requires. It is subject to the following conditions:

1. Request first. Returns must be confirmed by us before you ship anything.
2. Condition. If the item is returned opened or showing signs of use, a 25% deduction applies to the item's value.
3. Complete contents. Your order includes free accessories (spare battery, USB-C adapter, case, keychain). If any are missing, their individual value is deducted.
4. Memory cards. Unsealed memory cards are non-returnable and non-refundable.
5. Return shipping. You pay the cost of returning the item.
6. Original shipping. Original shipping charges are not refunded under this policy.
7. Refund method. Approved returns are refunded as store credit, valid for 12 months. Refunds to the original payment method are not available under this policy.
8. Timing. Store credit is issued after we receive and inspect the item.
9. Return deadline. You have 14 days from our confirmation to ship the item back.

Non-returnable items

• Gift cards
• Unsealed memory cards (commercial policy only — not applicable to EU statutory returns)

Unclaimed or refused parcels

If a parcel is returned to us as unclaimed, not collected, refused, or because of an incorrect or incomplete address given at checkout, you are responsible for the additional shipping costs incurred. You can choose:

1. Reshipment — we resend the parcel once the reshipping fee is paid. The fee reflects the carrier's actual cost.
2. Refund — we refund the order minus the original shipping cost and any carrier fees incurred by the failed delivery.

If we don't hear from you within 14 days of contacting you, we will process option 2 or hold the order until reshipping is paid.

Exchanges

The fastest way to get a different item is to return the one you have and place a new order once your return is approved.

Refunds

We'll notify you once we've received and inspected your return and confirm whether it was approved.

Approved EU statutory returns are refunded to your original payment method. All other approved returns are issued as store credit.

Bank and card processing can add a few days after we issue a refund. If more than 15 business days have passed since we confirmed your approval, contact us at support@retroshot.ch.