Refund policy

Last Updated: 23/06/2026

Your living space deserves perfection down to every detail. At Retro Radius, we want you to be completely satisfied with the interior art pieces you have chosen. However, we understand that shopping for decor online can sometimes result in a product not perfectly matching your space as envisioned. We have established a clear and transparent return processing procedure. Please read the binding conditions below carefully, as decorative furniture items are fragile, involve large packaging, and consequently entail costly reverse logistics.

1. Return Eligibility Window

The standard return request window is 5 calendar days from the date the carrier system records your delivery as “Delivered,” applicable to customers in the United States and Canada. Return requests submitted after the applicable deadline will not be accepted for review.

2. Condition Standards for Returned Products

For a product to be eligible for return acceptance and refund processing, it must fully meet all of the following physical standards:

  • The product must be in brand-new, completely unused condition — unassembled (for items requiring assembly), with no frayed fabric, surface scratches, stains, or any sign of use or washing.
  • The product must be packed intact in the manufacturer’s original packaging, including all molded shock-absorbing foam, corner protectors, sealed plastic bags, and attached tags. Returned products lacking original protective packaging will be immediately rejected and non-refundable.

Non-Returnable Items: E-Gift cards; clearance items clearly marked as “Final Sale”; personal hygiene textile items (unsealed bedding, pillows); and all products that have been personalized, engraved, or custom-made to customer specifications.

3. Change of Mind Returns

If you change your mind after receiving the goods, or find that the product’s size or color does not suit your space as intended, a return may be initiated subject to the conditions in Section 2 and the following cost terms:

  • Return Shipping Cost Responsibility: The customer is solely responsible for arranging and paying the return shipping cost to our designated returns facility (the address is provided with your RMA). Return shipping for individual consumers is typically more expensive than our commercial outbound rates. We strongly recommend obtaining a shipping quote before initiating a return.
  • Applicable Deductions from Refund: The following amounts will be deducted from your refund for approved change-of-mind returns:
    • (a) Original Outbound Shipping Fee: Our actual outbound carrier cost of $5.99 USD. Although shipping is free to you at checkout, this real cost is non-recoverable once an order ships and is deducted on change-of-mind returns.
    • (b) Restocking Fee: 20% of the product’s original purchase price, covering warehouse inspection, repackaging, and quality restoration costs.
    • (c) Return Shipping: Borne entirely by the customer. No prepaid return labels are provided for change-of-mind returns.
    • Example: For a $200 product with free shipping — refund = $200 − $5.99 (shipping) − $40 (20% restocking) = $154.01 USD.

Store Credit Option (Restocking Fee Waived): To avoid the 20% restocking fee deduction, you may elect to receive your refund in the form of Store Credit equivalent to 100% of the product’s original purchase price. Store Credit is valid for 12 months and may be applied to any future purchase on the Retro Radius platform. Note: return shipping costs remain the customer’s responsibility regardless of refund method.

4. Warranty for Defective or Carrier-Damaged Items

Retro Radius warrants that all products dispatched from our facilities are subject to a pre-shipment quality control inspection. In the event that you receive an item with a verified manufacturing defect or documented carrier-induced physical damage, Retro Radius will provide a remedy — at our sole discretion, either a full product replacement or a full refund of the purchase price — subject strictly to all evidentiary and reporting conditions set forth in this Section 4. Our liability under this warranty is expressly limited to the original purchase price paid for the affected item and does not extend to any indirect, incidental, or consequential damages. This warranty applies exclusively to damage that is (a) reported within the mandatory 48-hour reporting window defined below, AND (b) substantiated by the photographic evidence standard defined below. Claims that do not satisfy both conditions are not eligible for remedy under this policy.

  • 48-Hour Emergency Reporting Requirement: You MUST report any damage incident to us by email at support@retroradius.com within 48 hours of the carrier system recording your delivery as “Delivered.” Reports submitted after this window will not be processed.
  • Mandatory Photographic Evidence: Your report must include clear photographic or video documentation of all three of the following elements:
    1. A panoramic photo showing all exterior surfaces of the outer packaging/carton box.
    2. A close-up photo of the original shipping label affixed to the box (tracking number and delivery address must be clearly legible).
    3. Clear close-up photos or video of the specific crack, breakage, or defect on the product’s surface.

Important: Do NOT discard the packaging or broken pieces prior to submitting your report. Preservation of the original packaging and damaged item is required for our carrier insurance claim and quality control verification process. Our support team will review your documentation within 1–2 business days. Depending on the nature and extent of the damage, our management may authorize a returnless resolution or may request the item be returned before a remedy is issued.

Returnless Refund Policy: At our sole management discretion, we may activate a “Returnless Refund” authorization, waiving the requirement to return the damaged item before processing a replacement or refund. This authorization is granted on a case-by-case basis after verification of the submitted evidence and is not a guaranteed automatic right.

5. How to Initiate a Return

  1. Send an official email to support@retroradius.com with the subject line: RETURN REQUEST — Order #XXXX.
  2. In the email body, describe the reason for the return and attach photographic evidence of the product’s current condition as required under Section 2 or Section 4.
  3. Within 24–48 business hours, our support team will assess your request. If approved, we will issue a Return Merchandise Authorization (RMA) number along with the exact address of the designated returns facility. Warning: Do NOT ship the item to the return address printed on your original parcel, as that may be a temporary transit hub and your parcel may be permanently lost.
  4. Ship the item via a trackable courier service and email the carrier tracking number to us for recording.

6. Refund Processing Timeline

After our warehouse successfully receives your returned parcel, the process proceeds as follows:

  • The Quality Control (QC) team will take 3–5 business days to open and meticulously inspect the product’s integrity.
  • If the goods pass the quality inspection, Retro Radius will initiate the refund transaction within 2 business days of the inspection completion date.
  • The refunded amount — after deducting the original outbound shipping fee and the 20% Restocking fee where applicable — will be returned to the original payment method used at checkout (Visa/Mastercard, Apple Pay, or PayPal).
  • Once initiated by us, please allow an additional 3–7 business days for your bank, credit card issuer, or payment platform to process and reflect the credit on your statement. This processing timeline is governed by your financial institution’s policies and is outside Retro Radius’s control.

7. Prohibition on Fraudulent Claims

Any customer who submits a damage claim, return request, or payment dispute (chargeback) that is materially false, fabricated, or based on deliberately misrepresented information — including, without limitation, claims of carrier damage that were self-inflicted, Item Not Received claims for orders confirmed as delivered by carrier records, or duplicate refund requests — will be immediately flagged and permanently banned from making future purchases on the Retro Radius platform. Retro Radius reserves the right to submit all available evidence of fraudulent claim conduct to the relevant payment processor, financial institution, and, where applicable, to report such conduct to law enforcement authorities. Chargeback fraud and false claims of non-delivery may constitute wire fraud, mail fraud, or theft under applicable US federal and state law, as well as equivalent statutes in other jurisdictions.