Refund policy

At Retro-Loox, we strive to ensure that you are 100% satisfied with your purchase. Every item is carefully inspected before being shipped. Customer satisfaction is a key part of our mission, which is reflected in our returns and refund policy. Due to our confidence in the quality of our products, we offer a 30-day money-back guarantee.

WHERE CAN YOU CONTACT US?

Our customer support team is available and will respond within 24 hours. Contact us at:

Email: info@retro-loox.com

To speed up the process, please clearly provide:

  • Order number
  • Issue or reason for return
  • video or an image of the items in the order
  • Your email and name (used for the purchase)

HOW DO I RETURN A PRODUCT?

Our products come with a 30-day money-back guarantee.

If you're not satisfied with your items, you can return it for a full refund. Simply contact our support email and send us your order number, the reason you are returning the product, and include an image of the products you received showing they are not damaged, or a video showing the problem.

Once your return request is approved, you will receive an email with return shipping instructions.

For a return, the product must be:

  • In its original, undamaged packaging
  • In good condition, with no visible signs of heavy use
  • Clean and free of excessive hair, dirt, or other debris

We do not offer free return shipping, the returns shipping costs are covered by the customer.

We can not process a refund for the items that are still in transit. Wait until the products arrive to your address and contact us then.

Important:

  • Return shipping costs are NOT covered by us - Retro-Loox.
  • International and domestic return shipping costs are covered by the customer
  • Do not send the product back to the address on the packaging without consulting our team first
  • Use tracked shipping, as a tracking ID is required for refund processing

WHAT IF I RECEIVE A DAMAGED PRODUCT?

If your item arrives damaged/faulty, contact us via email within 7 days of delivery. Provide a description of the issue along with photos or videos of the damaged product. Once we receive this information, we will arrange a replacement immediately. The same applies if you by any chance receive a wrong product. For damaged/faulty items, send the product to the address we provide using the cheapest tracked shipping method. We will refund your return shipping cost once we receive the damaged item, and your replacement will be shipped immediately upon confirmation that you've sent the return. We cover all shipping costs for replacements of damaged/faulty items. If you prefer a refund instead of replacement, the customer pays for return shipping, original shipping costs are not refunded, and the refund is processed once we receive the returned item.

To speed up the process, include in your email:

  • Subject: Damaged or incorrect product
  • Order number
  • Full name
  • Description of the issue and photo/video evidence
  • Email used for purchase

WHEN IS A REFUND NOT POSSIBLE?

  • If the order is marked as "delivered" with valid tracking information, but you cannot locate the package, contact the delivery service first
  • If the order was not delivered due to reasons within your control (e.g., incorrect shipping address,...)
  • If the product is heavily used, has visible damage, deep scratches, or signs of permanent use beyond normal daily usage
  • If the product has been altered or modified in any way

HOW SOON WILL I RECEIVE MY REFUND?

Once we receive and inspect your returned your items, we will notify you of the status. If the refund is approved, the amount will be credited to your original payment method within 5-7 business days.

For faster processing, we recommend including a tracking number for your return shipment.

LATE OR MISSING REFUNDS

If you have not received your refund yet, follow these steps:

  • Check your bank account or contact your bank
  • Contact your credit card provider, as processing may take some time
  • If the issue is not resolved, email us at info@retro-loox.com

YOU ENTERED THE WRONG ADDRESS WHEN ORDERING. WHAT NOW?

Ensure that your address is correct at checkout. Retro-Loox is not responsible for lost or stolen packages delivered to an incorrect address. You may inquire about delivery with the courier service, and we will provide tracking details and delivery date to assist you further.

PERSONALIZED PRODUCTS

  • If we offer any customized products in the future, these items cannot be returned unless defective

POLICY CHANGES

We reserve the right to modify this return policy at any time.

HAVE QUESTIONS?

Email us at info@retro-loox.com
– we will be happy to assist you.

Warning

Some companies may falsely claim to be Retro-Loox or sell our knockoffs. If we can not locate your order in our system, it is likely that the order was placed with a different provider.