Refund Policy

 

RETURNS & REFUNDS POLICY

Return Period

We have a 30-day return policy for most regions, which means you have 30 days after receiving your item to request a return.

For European Union customers: In accordance with EU consumer protection laws, you have a minimum of 14 calendar days from the date you receive your item to withdraw from your purchase for any reason, without needing to provide justification.

Return Conditions

To be eligible for a return, your item must be in the same condition as you received it. This means:

  • The product must be unused and in its original packaging
  • All original tags, labels, and protective films must remain attached
  • The product must not show signs of wear or use beyond what is reasonably necessary to inspect and test it (similar to how you would examine a product in a physical store)
  • You will need your receipt or proof of purchase

Important: You have the right to inspect and test the product to determine its nature, characteristics, and functionality, just as you would in a physical store. However, testing should not result in damage or depreciation of the product beyond what is necessary to establish these characteristics.

Return Shipping Costs

The customer is responsible for the cost of return shipping, which is $50 USD. This amount covers the direct cost of international return shipping and will be deducted from your total refund.

Once your return is approved, we will send you a prepaid return shipping label via email. The $50 USD return shipping fee will be automatically deducted when processing your refund.

Please note: Due to the international nature of our shipments, return shipping costs are higher than domestic returns. We work to keep these costs as low as possible while ensuring your product reaches our warehouse safely.

Exception: If the item arrives defective, damaged, or does not match the product description, we will cover all return shipping costs at no charge to you. In such cases, you will receive a full refund including the original shipping costs.

Please note: Items cannot be returned without first requesting authorization. Unauthorized returns will not be accepted.

Defective or Damaged Items

If your item arrives broken, defective, or damaged during shipping, please contact us immediately at retrotvpixxel@gmail.com before returning it.

Our technical support team will:

  1. Conduct a preliminary inspection (may require photos or video evidence)
  2. Verify the issue with our technician
  3. Authorize a return if necessary
  4. Send you a replacement product
  5. Provide a prepaid return label at no cost to you

In cases of defective or damaged items, you will receive a full refund including all shipping costs, or a replacement product at no additional charge.

Non-Returnable Items

Certain types of items cannot be returned:

  • Sale and promotional items: Products purchased during promotional campaigns, flash sales, clearance events, or with discount codes applied cannot be returned unless they are defective, damaged, or do not match the product description. This restriction does not apply to items that arrive in defective condition.
  • Digital products: Downloadable content, software, or digital goods once accessed or downloaded
  • Personalized or custom-made products: Items made to order or specifically customized for you
  • Perishable goods: Food, flowers, plants, or other items with limited shelf life
  • Personal care items: Beauty products, cosmetics, or hygiene-related goods once opened
  • Hazardous materials: Flammable liquids, gases, or other dangerous goods
  • Gift cards and vouchers

EU Customers: Even for promotional items, you retain your 14-day right of withdrawal if the product is defective, damaged, or does not match its description.

How to Initiate a Return

To start a return, please contact us at retrotvpixxel@gmail.com with:

  • Your order number
  • Reason for return (optional, except for defective items)
  • Photos of the product and packaging (if claiming defect or damage)

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

  • A prepaid return shipping label
  • Return authorization number
  • Instructions on how and where to send your package
  • Return address (note: this may differ from the original shipping address)

Important: Always use the return address provided in your return authorization email. Please ensure items are carefully packed in their original packaging or suitable protective packaging.

Color Availability Policy

If the selected color is not available at the time of processing your order, we reserve the right to ship the same product in a different available color. All technical features, functions, and included accessories will remain exactly the same.

If you only wish to receive the product in your originally selected color, please clearly indicate this in the order notes at checkout. Otherwise, it will be understood that you agree to receive an alternative color depending on availability.

You may return the product if you are not satisfied with the alternative color, subject to the return conditions and fees outlined above.

Exchanges

The fastest way to ensure you get the item you want is to return the item you have, and once the return is accepted and processed, make a separate purchase for the new item.

We do not currently offer direct product exchanges.

Refund Process

Once we receive and inspect your returned item, we will notify you via email whether your refund has been approved.

If approved:

  • You will be automatically refunded to your original payment method
  • The refund amount will be the purchase price minus the $50 USD return shipping fee (unless the item was defective, damaged, or incorrect)
  • Refunds are processed within 10 business days from approval
  • Please allow additional time for your bank or credit card company to process and post the refund (typically 3-5 business days)

Original shipping costs paid at the time of purchase will be refunded (except in cases where you selected express or premium shipping options; in such cases, only standard shipping costs will be refunded).

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at retrotvpixxel@gmail.com.

Delayed Refunds

We may withhold your refund until:

  • We have received the returned item, or
  • You have provided proof of shipment (tracking number showing the item was sent)

Special Notes for International Customers

Non-EU customers: Please note that if you are not a resident of Spain or the European Union, shipping and processing times may take longer than expected due to customs procedures and international logistics.

EU customers: Your consumer rights are protected under EU Directive 2011/83/EU (Consumer Rights Directive). If you have any questions about your rights, please contact us at retrotvpixxel@gmail.com.

Two-Year Legal Guarantee (EU Customers)

In accordance with EU consumer protection laws, all products sold come with a minimum 2-year legal guarantee from the date of delivery. This guarantee covers:

  • Products that are defective or faulty
  • Products that do not match the description or advertised specifications
  • Products that are not fit for their intended purpose

If a product develops a fault within the guarantee period, you are entitled to:

  • Free repair or replacement of the product
  • Price reduction or full refund if repair or replacement is not possible

This legal guarantee is separate from any commercial warranty we may offer and does not affect your statutory rights.

Within the first 6 months: If a fault appears, it is presumed the fault existed at the time of delivery (unless we can prove otherwise).

After 6 months: You may need to provide evidence that the fault existed at the time of delivery.

This guarantee does not cover:

  • Normal wear and tear
  • Damage caused by misuse, abuse, or accidents
  • Damage caused by failure to follow product instructions

Contact Us

If you have any questions about returns, refunds, or this policy, please contact us at:

Email: retrotvpixxel@gmail.com

We are here to help and will respond to your inquiry as quickly as possible.

Legal Compliance

This Returns & Refunds Policy complies with:

  • EU Consumer Rights Directive 2011/83/EU
  • EU Directive 2019/771 on consumer guarantees
  • Spanish Royal Legislative Decree 1/2007 (General Law for the Defense of Consumers and Users)

Your statutory rights are not affected by this policy.

Last Updated: December 4, 2025

 retrotvpixxel@gmail.com.