In the event of goods requiring to be returned please follow the returns procedure to cause you minimum inconvenience.
Submit a Returns form (below) and we will contact you for more information. Items which are faulty must be returned within the warranty period (from date of purchase)
All products when received shall be inspected for faults/damage by our Technical Team, if the product is deemed repairable, the product shall be repaired and returned within 14 working days.
If the product is found to be faulty, a replacement shall be sent within 3-5 working days from date received. In all cases, an identical replacement shall be sent, however, if the product has been discontinued a suitable alternative shall be sent with the same or similar specification.
Postage costs to send the items back to us shall NOT be refunded, if no fault found customer shall arrange collection of the item at their cost.
- Item is missing or incorrect.
Should you receive an item that does not match the description of the ordered products then you should contact us on within 3 days of receiving the order.
Please send product/s by Royal mail Signed for recorded post, as proof of dispatch as we cannot be held liable for products lost in the post and max postage refund of £4.30 will apply at our discretion.
In the event you receive a damaged item please contact us within 48 hours of receiving your order. If possible please send a picture of the damage via email to speed up the process. We will not send out a replacement until the item has been returned.
Should returned goods be returned in an damaged condition, Retrotouch reserves the right to reject an application for a refund for goods that have been damaged. The customer must collect the damaged stock OR the shipping fees incurred by us to send back to you shall be deducted from credit issued.
If you have purchased goods that are then incorrect then you may cancel your purchase at any time within 7 days unless your order has been despatched for delivery. You must inform us by email or letter and we will then give you a refund of the price paid. It is a pre-condition to our acceptance of these unwanted goods that they are returned in an unused condition and are unopened and in a re-saleable condition (at your own cost).
We cannot accept any liability for goods that are damaged in transit and would recommend that you ensure that the goods are sufficiently packaged to prevent this from happening.
Please send product/s by Royal mail Signed for recorded post, as proof of dispatch as we cannot be held liable for products lost in the post.
Goods returned must be in re saleable condition, unopened and unused. Goods returned during 30 - 60 days after purchase date shall incur 20% restocking fee (goods returned after 60 days shall not be accepted, no credit or exchange shall be given)
Please ensure you include the following:
- Printed Returns form
- Details of why you are returning the item
- All packaging, instructions, product.
IMPORTANT: You must send the item back once you have completed the returns form below, failure to do this could result in your refund being delayed.
Please send returned products to:
Unit 3 Stockwell Works,
Retrotouch reserves the right to process your refund less a charge for our incurred postage fee from £5.50 for UK orders and from £25 for international orders.