Refund policy

Returns

We offer a 14-day change-of-mind return policy on eligible items, meaning you have 14 days from the date you receive your order to request a return.

To be eligible for a change-of-mind return, the item must be:

  • In the same condition as received
  • Unused
  • With original tags, where applicable
  • In its original packaging
  • Accompanied by proof of purchase or your order number

To request a return, please email us at hello@retroduo.com.au or complete the form on our Contact Us page.

If your return is accepted, we’ll provide instructions on how and where to send your package. Items returned without prior approval will not be accepted.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Nothing in this policy limits any rights or remedies you may have under the Australian Consumer Law.

Damages & Issues

Please inspect your order upon arrival and contact us as soon as possible if your item is defective, damaged in transit, or you have received the wrong item so we can assess the issue and make it right.

Claiming for Shipping Damage

While we take great care in securely packaging every order, occasionally damage can occur during transit. If your parcel arrives damaged, please contact us within one business day of delivery where possible so we can promptly lodge a claim with the carrier.

Please provide clear photos of:

  • The damaged item
  • The damaged packaging
  • The parcel label showing the reference number

Please retain the item and all original packaging while the claim is being assessed.

We’ll work with you to arrange the appropriate remedy.

Exceptions / Non-Returnable Items

We do not accept change-of-mind returns for:

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

This does not affect any rights you may have under the Australian Consumer Law where an item is faulty, damaged, incorrectly supplied, or otherwise fails to meet applicable consumer guarantees.

Exchanges

For change-of-mind exchanges, we recommend returning the eligible item you have. Once the return has been accepted, you can place a separate order for the new item.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you may have a statutory right to cancel your purchase within 14 days of receiving your goods, subject to applicable EU consumer law.

This cooling-off right does not generally apply to goods that are made to order or clearly personalised.

Where the cooling-off right applies, returned items must be sent back in accordance with the applicable requirements.

Refunds

Once we’ve received and inspected an eligible return, we’ll let you know whether the refund has been approved. If approved, the refund will be issued to your original payment method within 10 business days.

Please note that your bank or credit card provider may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at hello@retroduo.com.au or via our Contact Us page.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

For made-to-order items, where we agree to a change-of-mind cancellation before production has commenced, the refund may be less any actual non-refundable transaction or foreign-exchange costs incurred in processing the original payment and refund.

Once production has commenced, cancellation may not be possible. Where we agree to a cancellation after production has commenced, reasonable costs for work already undertaken and materials committed to your order may also be deducted from the refund.

Custom and bespoke orders generally cannot be cancelled once production has commenced.

These cancellation terms apply to change-of-mind cancellations and do not limit any rights or remedies available under the Australian Consumer Law.