Refund Policy

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RETURN & REFUND POLICY
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1. RETURN PERIOD
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We offer a 30-day return policy for customers in the United States and most
other regions, which means you have 30 days after receiving your item to
request a return.

For European Union customers: In accordance with EU Directive 2011/83/EU
(Consumer Rights Directive), you have a statutory right of withdrawal of 14
calendar days from the date you receive your item to return it for any reason,
without needing to provide justification.

2. MANDATORY CONTACT REQUIREMENT
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⚠️ YOU MUST CONTACT US BEFORE RETURNING ANY PRODUCT ⚠️

This is a MANDATORY requirement. Before returning any item, you must:

STEP 1: Email us at retrotvpixxel@gmail.com with:
- Your order number
- Reason for return
- Photos of the product (if claiming defect or damage)

STEP 2: Wait for our response (usually within 24-48 hours) with:
- Return authorization approval or denial
- Return Authorization Number (RMA)
- Return address and shipping instructions

STEP 3: Ship the item using a trackable shipping method and provide us with
the tracking number

⚠️ IMPORTANT: Items sent back to us without first requesting authorization
will be refused and returned to sender at your expense.

3. RETURN CONDITIONS (STRICT REQUIREMENTS)
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To be eligible for a return, your item must meet ALL of the following
conditions:

✓ The product must be COMPLETELY UNUSED and UNOPENED
✓ All original factory seals must be INTACT (if applicable)
✓ All protective plastic films and wrapping must remain attached
✓ All original tags and labels must be attached and undamaged
✓ The product must be in its ORIGINAL PACKAGING, undamaged
✓ All accessories, manuals, cables, and components must be included
✓ No signs of installation, connection, or testing beyond inspecting the
sealed package
✓ You must have your receipt or proof of purchase
✓ You must have contacted us and received return authorization (RMA number)

RIGHT TO INSPECT: You have the right to inspect the product to verify what
you ordered, similar to how you would examine a product in a physical store.
However, this inspection should be limited to handling the sealed package and
should not result in opening, connecting, or testing the product.

⚠️ CRITICAL: If your returned item does not meet ALL of these conditions,
your return will be REJECTED and the item will be returned to you at your
expense, with no refund issued.

4. RETURN SHIPPING COSTS
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Return shipping costs depend on the reason for return:

┌─────────────────────────────────────────┬──────────────────────────────────┐
│ REASON FOR RETURN │ WHO PAYS RETURN SHIPPING │
├─────────────────────────────────────────┼──────────────────────────────────┤
│ Customer changed mind / │ CUSTOMER pays 100% │
│ No longer want / │ (you arrange and pay shipping │
│ Ordered wrong product / │ directly to carrier) │
│ Right of withdrawal │ │
├─────────────────────────────────────────┼──────────────────────────────────┤
│ Product is defective / │ MERCHANT pays 100% │
│ Damaged during shipping / │ (we provide prepaid label) │
│ Wrong item shipped / │ │
│ Does not match description │ │
└─────────────────────────────────────────┴──────────────────────────────────┘

IMPORTANT DETAILS ABOUT RETURN SHIPPING:

For returns by customer choice (changed mind, no longer want, ordered wrong):
- YOU must arrange return shipping with a carrier of your choice
- YOU must pay for return shipping directly to the carrier
- YOU must use a trackable shipping method (with tracking number)
- YOU must provide us with the tracking number
- Estimated return shipping cost: $50-80 USD (varies by carrier and location)
- We do NOT provide prepaid return labels for voluntary returns
- Original shipping costs you paid are NON-REFUNDABLE

For defective, damaged, or incorrect items:
- WE provide a prepaid return shipping label at no cost to you
- WE pay 100% of return shipping costs
- You receive a FULL refund including original shipping costs
- OR we send you a replacement product at no charge

5. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS
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If your item arrives broken, defective, damaged during shipping, or is not
what you ordered:

Our process for defective/damaged/incorrect items:

1. Contact us with clear photos or video evidence of the defect/damage/error
2. Our team will review the evidence and verify the issue
3. We will authorize a return and send you a FREE prepaid return label
4. Ship the item back using our prepaid label
5. Upon receiving the return, we will send you a replacement or full refund

In cases of defective, damaged, or incorrect items:
- You pay NOTHING for return shipping (100% free)
- You receive a FULL refund including ALL shipping costs you paid originally
- OR you receive a replacement product at no additional charge
- We handle everything - you just pack and ship with our prepaid label

6. NON-RETURNABLE ITEMS
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The following types of items cannot be returned under any circumstances
(except if defective, damaged, or incorrect):

- Digital products: Downloadable content, software, or digital goods once
accessed or downloaded
- Personalized or custom-made products: Items made to order or specifically
customized for you
- Perishable goods: Food, flowers, plants, or other items with limited shelf
life
- Personal care items: Beauty products, cosmetics, or hygiene-related goods
once opened
- Hazardous materials: Flammable liquids, gases, or other dangerous goods
- Gift cards and vouchers

IMPORTANT NOTE REGARDING SALE/PROMOTIONAL ITEMS:
Sale items, promotional items, and discounted products CAN be returned under
the same conditions outlined in this policy. This complies with consumer
protection laws, particularly EU Directive 2011/83/EU.

7. REFUND PROCESS
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Once we receive and inspect your returned item, we will notify you via email
whether your refund has been approved.

If approved, your refund will be processed as follows:

SCENARIO 1 - Customer exercised right of withdrawal (changed mind):
- Refund amount = Purchase price only
- Original shipping costs = NOT refunded
- Return shipping costs = Paid by customer (not refunded)
- Processed within 10 business days of approval
- Refunded to original payment method

SCENARIO 2 - Defective/damaged/incorrect item (merchant error):
- Refund amount = 100% of purchase price + ALL shipping costs paid
- No deductions whatsoever
- Processed within 10 business days of approval
- Refunded to original payment method

Bank processing time: Please allow an additional 3-5 business days for your
bank or credit card company to process and post the refund to your account.

If more than 15 business days have passed since we approved your return and
you still haven't received your refund, please contact us at
retrotvpixxel@gmail.com.

8. REFUND DENIAL OR DELAY CONDITIONS
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We may withhold, reduce, or deny your refund if:

- We have not yet received the returned item at our warehouse
- The returned item does not meet the conditions in Section 3 (opened, used,
missing items, damaged packaging, etc.)
- The item shows signs of use, installation, or testing beyond reasonable
inspection
- Original packaging, accessories, or components are missing
- Protective films, seals, or tags have been removed
- You have not provided proof of shipment (tracking number)
- The return was not properly authorized (no RMA number obtained)
- We are investigating potential fraud or abuse of the return policy

If we deny or reduce your refund, we will notify you via email explaining
the specific reason and provide photographic evidence of the condition in
which we received the item.

9. EXCHANGES
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We do not currently offer direct product exchanges.

To exchange an item:
1. Return the unwanted item following the process in this policy
2. Once your return is approved and processed, you will receive your refund
3. Place a new order for the item you want

This ensures you get the product you want as quickly as possible.

10. EUROPEAN UNION CUSTOMERS - 14 DAY RIGHT OF WITHDRAWAL
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European Union customers benefit from a statutory 14-day right of withdrawal.

In accordance with EU Directive 2011/83/EU (Consumer Rights Directive), you
have the right to cancel or return your order within 14 calendar days from
the date of delivery, for any reason and without providing justification.

Your rights under EU law:
- 14-day withdrawal period (mandatory by law)
- Return for any reason - no justification needed
- Applies to ALL products, including sale items and promotional products
- You may open and test the product if necessary to determine its nature,
characteristics, and functioning (similar to testing in a physical store)

Return conditions for EU customers:
- The product should be in the condition you received it, as far as reasonably
possible
- Testing the product is allowed, but excessive use that goes beyond what is
necessary to establish its characteristics is not covered
- You must bear the direct cost of returning the goods (you pay return
shipping)
- Original shipping costs are not refunded (except if the product is defective)

IMPORTANT FOR EU CUSTOMERS: Even if you opened or tested the product to verify
its functionality (which is your right), you can still return it. However,
please ensure the product is returned in good condition with all original
accessories and packaging.

11. TWO-YEAR LEGAL GUARANTEE (EU CUSTOMERS)
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European Union customers benefit from a mandatory 2-year legal guarantee on
all products.

In accordance with EU Directive 2019/771 on the sale of goods, all products
come with a minimum 2-year legal guarantee from the date of delivery.

This guarantee covers:
- Products that are defective or faulty
- Products that do not conform to the contract or description
- Products that are not fit for their normal purpose

Your rights under this guarantee:
- Free repair or replacement of the defective product
- Price reduction or full refund if repair/replacement is impossible

This legal guarantee is separate from the 14-day right of withdrawal and does
not affect your statutory rights.

12. CHARGEBACKS AND PAYMENT DISPUTES
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⚠️ IMPORTANT - PLEASE READ CAREFULLY ⚠️

You MUST contact us before filing any chargeback, payment dispute, or bank
claim.

Required process for payment disputes:

1. FIRST: Contact us at retrotvpixxel@gmail.com to resolve the issue
2. SECOND: Give us reasonable time to respond (typically 24-48 hours)
3. THIRD: Work with us to find a mutually acceptable solution
4. LAST RESORT ONLY: File a chargeback if we fail to resolve the issue

Why this is important:
- Most issues can be resolved quickly through direct communication
- Chargebacks incur fees and penalties that harm small businesses
- Filing chargebacks without attempting resolution may be considered fraud

Our commitment:
We commit to responding to all inquiries within 48 hours and working in good
faith to resolve any legitimate issue.

Defending against improper chargebacks:
If a chargeback is filed without first contacting us, we reserve the right to:
- Contest the chargeback with full documentation
- Pursue recovery of costs including chargeback fees
- Report fraudulent chargebacks to payment processors
- Refuse future orders from the same customer

13. CONTACT US
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For ALL returns, refunds, questions, or issues:

Email: retrotvpixxel@gmail.com
Website: https://retrotvpixel.com

Response time: We typically respond within 24-48 hours

We are here to help and committed to providing excellent customer service.

14. LEGAL COMPLIANCE AND YOUR RIGHTS
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This Returns & Refunds Policy complies with:

- EU Consumer Rights Directive 2011/83/EU - Right of withdrawal
- EU Directive 2019/771 - Sale of goods and consumer guarantees
- US Federal Trade Commission (FTC) regulations
- State consumer protection laws where applicable

Your statutory rights:
Nothing in this policy limits or excludes your statutory consumer rights
under applicable law. If any provision of this policy conflicts with your
legal rights, your legal rights prevail.

15. POLICY AMENDMENTS
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We reserve the right to modify this Returns & Refunds Policy at any time.
Changes will be effective immediately upon posting to our website.

Material changes that reduce your rights will only apply to purchases made
after the change date. Purchases made before a policy change remain subject
to the policy in effect at the time of purchase.

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SUMMARY OF KEY REQUIREMENTS:

✓ Contact us BEFORE returning (mandatory)
✓ Wait for return authorization and RMA number
✓ Product must be UNOPENED with all seals, plastics, and tags intact
✓ YOU pay for return shipping (for voluntary returns)
✓ Use trackable shipping and provide tracking number
✓ Original shipping costs are NOT refunded
✓ Contact us BEFORE filing any chargeback

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