Refund policy

 

Return 

We offer a 14-day return policy, meaning you have 14 days from the date of receiving your item to request a return.

To be eligible for a return, the item must be:

• In the same condition that you received it
  
• Unworn or unused
  
• With original tags
  
• In its original packaging
  
• Accompanied by proof of purchase (purchase order number)

To start a return, please email us at hello@retroduo.com.au or fill out the form on our contact us page.

If your return is accepted, we will provide instructions on how and where to send your package. Items sent back to us without prior return request will not be accepted.

Damages & Issues

Please inspect your order upon receipt. If the item is defective, damaged, or if you received the wrong item, please contact us within one business day to allow us to assess and resolve the issue promptly.

 

Claiming for Damage

While we take great care in securely packaging your order, we understand that sometimes damage may occur during shipping. If your parcel arrives damaged, please contact us within one business day of delivery to initiate a damage claim.

To process the claim, please provide clear photos of:

• The damaged item
• The damaged packaging
• The parcel label (clearly showing the reference number)

We’ll handle the rest and ensure that you receive a refund or store credit as soon as possible.

Exceptions / Non-Returnable Items

Please note that the following items are non-returnable:

• Custom or bespoke orders
• Sale items
• Showroom display items
• Gift cards
  
  

 

Exchanges

To ensure you get the item you want, we recommend returning the item you have. Once the return is accepted, you can proceed with a separate purchase for the new item.

 

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason, without justification. As with our standard policy, the item must be:

• In the same condition that you received it
  
• Unworn or unused
  
• With original tags
  
• In its original packaging
  
• Accompanied by proof of purchase (receipt)
  
  

Refunds

Once we’ve received and inspected your return, we’ll notify you whether your refund has been approved. If approved, you will be refunded via your original payment method within 10 business days.

Please note: Refunds may take additional time for processing depending on your bank or credit card provider.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at hello@retroduo.com.au or fill out the form on our Contact Us page.