Refund policy
RETURN, REFUND, AND WARRANTY POLICY
Last updated: June 21, 2026
Purchase with a 30-day return period
At Retrovi Store, we want you to shop with confidence. You may request a return within 30 calendar days after delivery of the order, subject to the conditions of this policy.
The 30-day promise includes the legal right of withdrawal when applicable and a voluntary commercial return offered by Retrovi Store after the legal period has expired.
1. Statutory Rights for Colombian Consumers
Customers located in Colombia may exercise the right of withdrawal within five business days after delivery of the product when legally applicable.
To exercise this right, the customer must contact Retrovi Store within that period and return the product by following the instructions provided.
When the return is due to regret or a change of mind, the customer will be responsible for the return shipping cost.
The product must be returned with the controls, cables, memory card when included, manuals, packaging, accessories, and all other components received.
Reasonable inspection of the product does not automatically eliminate the right of withdrawal. No fine or fixed administrative fee will be charged for validly exercising this right.
2. Voluntary commercial return from day 6 through day 30
After the legal withdrawal period has expired, Retrovi Store voluntarily offers the option to request a return until 30 calendar days have elapsed from delivery.
For this commercial return to be accepted:
· The product must be complete and in a condition suitable for resale.
· It must not show impact damage, severe scratches, moisture, missing parts, or damage caused by the customer.
· It must include all accessories, controls, cables, packaging, and components received.
· It must not have been disassembled, repaired by third parties, or internally modified.
· It must not show damage caused by formatting, deleting files, or incorrectly installing operating systems.
· The customer must pay the return shipping cost.
Retrovi Store may reject this voluntary return when the product is incomplete, damaged, altered, or shows clear signs of misuse. This commercial return does not limit any mandatory consumer rights under applicable law.
3. Defective, incorrect, incomplete, or damaged product
If you receive a defective product, a product different from the one purchased, an incomplete product, or an item damaged during transportation, contact Retrovi Store.
We may reasonably request:
· Order number.
· Description of the issue.
· Photographs of the product and packaging.
· A short video showing the fault, when necessary.
When it is confirmed that the issue is attributable to the product, transportation, or Retrovi Store, we will arrange the appropriate solution without charging the customer the necessary return costs.
The solution may consist of technical assistance, repair, partial or full replacement, shipment of a missing accessory, or a refund, as appropriate.
4. 90-day warranty
Retrovi Store advertises a 90-calendar-day warranty for the Retrovi Champions Edition Console, counted from delivery, without prejudice to any longer mandatory protection that may apply in the consumer's country.
The warranty covers quality or manufacturing defects related to:
· Power-on function.
· Screen.
· Battery.
· Buttons and controls.
· Charging or connection ports.
· Speaker.
· Included memory card.
· Original system faults that prevent normal operation.
As a general rule, we will first attempt to repair or resolve the covered fault at no cost. If the product cannot be repaired, replacement or a refund may apply, depending on the case. If a covered fault occurs again after a repair, a new repair, replacement, or refund will be evaluated in accordance with applicable law.
5. Situations not covered by the warranty
The warranty may be denied when it is determined that the damage was directly caused by:
· Impacts, drops, or crushing.
· Water, moisture, or contact with liquids.
· Use of incompatible chargers, voltages, or accessories.
· Repairs performed by unauthorized persons.
· Disassembly or internal modification.
· Incorrect formatting or deletion of files.
· Incorrect installation of systems, programs, or games.
· Damage caused by external files added by the user.
· Use contrary to safety and operating instructions.
· Normal wear resulting from use.
The warranty will not be denied solely because the customer opened the packaging or reasonably tested the product. Any exclusion must be related to the cause of the fault.
6. How to start a return or warranty request
Before sending any product, contact Retrovi Store:
WhatsApp: +57 314 593 1611
Email: contact@retrovi.shop
Include the name used for the order, order number, reason for the request, and relevant photographs or videos.
After reviewing the request, we will send instructions and the authorized return address. Do not send the product to the address shown on the original package or to any address other than the one provided by Retrovi Store.
Retrovi Store will not be responsible for products sent without prior authorization or to an incorrect address.
7. Product inspection
Once the returned product is received, Retrovi Store may conduct an inspection lasting up to three business days to verify its general condition, included accessories, order identification, possible damage or modifications, and the reported fault.
The inspection will not be used to arbitrarily deny consumer rights.
8. Refunds
Approved refunds will be processed through Mercado Pago, the original payment method, or another method permitted and agreed upon with the customer.
For customers located in Colombia, refunds required by Colombian consumer protection law will be processed within the legally applicable period after the customer validly exercises the right, supplies the necessary information, and returns the product under the corresponding terms.
For commercial returns made from day 6 through day 30, the refund will be processed after the product is received, inspected, and approved, within a maximum of 15 calendar days after approval.
Mercado Pago, the bank, or the card issuer may require additional time to reflect the funds after Retrovi Store processes the refund. Store credit will be used only when the customer expressly accepts it.
9. Return costs
Change of mind or regret
The customer must pay the return shipping cost.
Defective, incorrect, or damaged product
Retrovi Store will cover the necessary costs when the claim is approved.
Incorrect address, refusal, or recipient absence
When a package is returned exclusively because of an incorrect address provided by the customer, unjustified refusal, repeated absence, or failure to respond to the carrier, the customer must pay the actual and verifiable cost of reshipment or return.
No fixed administrative charges of USD 7, USD 8, or similar amounts will apply.
10. Original shipping charges
When the return is due to a defect, a Retrovi Store error, or failure to deliver, the amounts legally required will be refunded.
For voluntary commercial returns due to a change of mind, original shipping charges, when charged, are non-refundable unless applicable law requires otherwise.
11. Cancellations
Orders may be canceled at no cost before shipment. Once the order has been handed to the carrier, it may not always be possible to stop it.
In that case, the customer must receive it and then request the applicable return. Retrovi Store will not charge a fixed penalty for requesting cancellation.
12. Reversal of electronic payments
When legally applicable, the consumer may request reversal of an electronically processed payment in cases of fraud, an unauthorized transaction, non-delivery, delivery of a product different from the one purchased, or a defective product.
The customer must submit the claim to Retrovi Store and the corresponding financial entity within the applicable legal period. Retrovi Store may provide Mercado Pago, the bank, or the competent authority with order, payment, tracking, delivery, and communication records.
13. International orders
Business Information
Retrovi Store is operated from Colombia and sells products internationally. Customers may have additional rights under the consumer protection laws applicable in their country of residence.
When mandatory law in the consumer's country grants greater rights than those established in this policy, those rights will be respected.
International customers must contact Retrovi Store before making any return to receive the correct address and instructions.
14. Contact
Retrovi Store
WhatsApp: +57 314 593 1611
Email: contact@retrovi.shop
