Returns & Refunds Policy — Retro Genie

Last updated: 14 October 2026

At Retro Genie, we take pride in offering carefully sourced vintage, retro and second-hand items. We aim to describe every item accurately, including its condition, age-related wear and any known faults.

We want every customer to be happy with their purchase. If something isn't right, please contact us and we'll do our best to resolve it.

1. Change-of-Mind Returns

If you purchase an item from our website and change your mind, you normally have the right to cancel your order within 14 calendar days of receiving your item, without giving a reason.

To exercise this right, please contact us within that period, clearly stating that you wish to cancel your purchase.

You then have a further 14 calendar days to send the item back.

For change-of-mind returns:

• Customers are responsible for the cost of return postage.

• Items should be packaged securely to prevent damage during transit.

• We recommend using a tracked and insured delivery service, particularly for valuable or fragile items.

• Please include your order number or identifying details with the return.

You may inspect an item as you would in a physical shop. However, if handling beyond what is necessary to establish its nature, characteristics and functioning reduces its value, we may make a deduction from your refund where permitted by law.

2. Faulty, Damaged or Incorrect Items

If your item arrives damaged, develops a fault or is not as described, please contact us as soon as possible.

We will investigate the issue and arrange an appropriate solution in accordance with your statutory consumer rights.

Depending on the circumstances, this may include a refund, repair, replacement or price reduction.

Where a return is required because an item is faulty or not as described, Retro Genie will cover reasonable return costs or arrange collection where appropriate.

Under the Consumer Rights Act 2015, customers have a short-term right to reject goods that do not conform to the contract, generally within 30 days. Further rights may apply after this period.

Nothing in this policy limits your statutory rights.

3. Vintage and Second-Hand Items

Most products sold by Retro Genie are vintage, pre-owned or collectable items.

Due to their age and previous use, items may display cosmetic wear, including scratches, marks, discolouration or other signs of age.

We aim to clearly describe and photograph any significant imperfections, missing parts or known faults.

Please read the full product description and examine the photographs before purchasing.

Normal age-related wear and faults clearly disclosed before purchase are taken into account when assessing an item's condition and whether it meets the requirements of consumer law.

4. Spares or Repair Items

Some items may be specifically advertised as Spares or Repair, Faulty or Untested.

These items may be incomplete, non-functioning or require repairs.

Any known faults will be disclosed in the product description.

Purchasing an item with a clearly disclosed fault does not remove your statutory consumer rights regarding other faults, misdescription or applicable cancellation rights.

5. Refunds

For a valid change-of-mind cancellation, we will issue your refund without undue delay and no later than 14 days after receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

Where an order is cancelled before dispatch, we will process the refund within the applicable statutory timescale.

Refunds will normally be made to the original payment method unless you expressly agree otherwise.

Where applicable, the refund will include the original standard delivery charge. Additional costs for an upgraded delivery service are not refundable beyond the standard delivery cost.

As Retro Genie normally offers free standard UK delivery, there will generally be no original delivery charge to refund.

Your bank or payment provider may take additional time to display the refunded amount.

6. Large, Heavy or Fragile Items

For larger items such as furniture, heavy hi-fi equipment or sewing machines, please contact us before arranging a return.

We can discuss suitable return arrangements and packaging requirements.

For change-of-mind returns, customers are responsible for return transport costs, including any necessary specialist collection arrangements. Any applicable costs or reasonable estimates for goods that cannot normally be returned by post will be provided before purchase.

Where an item is faulty or not as described, Retro Genie will meet its legal responsibilities for reasonable return costs.

7. How to Request a Return

To request a return or report a problem, please contact:

Retro Genie

Email: genieretro@gmail.com

Please include:

• Your order number

• The item purchased

• A brief explanation of the return request

• Photographs of any damage or fault, where available

We will provide return instructions and the appropriate return address.

Please contact us before sending an item back so we can help ensure it reaches the correct location.

8. Your Statutory Rights

This policy does not affect your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable UK consumer protection legislation.

We are committed to treating customers fairly and resolving issues promptly.