Return Policy

Return Policy Overview

Retro Video Game Repair believes in providing high quality products, and giving our customers all the details they need to make an informed purchasing decision. If you receive a product that is defective or does not match the description listed on the website, please make a claim for a replacement or to return the item for a refund (see below for instructions) within 15 days of receipt. We also honor a standard 15-day warranty on all of our products (unless otherwise stated as longer), so if you receive a defective product or it gives you trouble within the warranty period, just send it back in for a quality replacement item, guaranteed!

Note: For NES System Repairs; you must use clean games in your refurbished system or risk damaging the newly installed connector. All systems are tested and in full working order prior to being sent out, however if you feel you received a defective system, please follow the instructions below. We will test the system with clean games when we receive it. If the system does not work, we will fix it for you or refund the purchase price. If the system plays the clean games without a problem, you will be subject to pay shipping fees to return the product or you can request a refund anyway minus a 20% order processing fee. We find that very few customers experience any issues with our refurbished systems, and those that do fail to clean their games with an appropriate solution, like our nintendo game cleaning kit.

Steps to Return a Product

  1. Visit our customer service page.
  2. Click on the Review Previous Orders link
  3. Click on the Return Merchandise Authorization (RMA) link next to the order in question.
  4. Click one of the available circles to request a Refund, Exchange, or Other resolution.
  5. Type in the reason for the request in the comments section and press the continue button.
  6. You will be issued a RMA # via email and our customer service department will receive your request.
  7. Please allow up to 2 days for us to respond
Note: Returns are not accepted without proper approval through the method described above. Any return request for reasons other than a defective product or product not as described will be subject to a 20% service fee for our efforts to fill the order and process the return. So please ask questions if you are not sure the product is what you need!

Order Tracking

Order tracking provides our customers with a convenient, online tool to communicate questions and issues regarding their orders to our customer service. We request that our customers communicate all order issues and questions through the order tracking tool. To use the order tracking communication toll, please follow the steps below:
  1. Visit our customer service page.
  2. Click on the Review Previous Orders link
  3. Click on the "Yes" link under "Track" for the appropriate order
  4. A page will load that shows a summary of all communication for that order
  5. Enter your name and message and press continue
  6. A summary of your message will appear and a copy will be emailed to you and our customer service department
  7. We typically respond to any customer inquiries during business hours within a few hours but please allow up to 24 hours in the event of high traffic