Return & Refund Policy

Last Updated: December 23, 2025

This Refund Policy is issued by Voyz Limited, trading as “Retro Chroma” (“Retro Chroma”, “we”, “us”, or “our”). It explains how returns, exchanges, and refunds work for purchases made on our website.

At Retro Chroma, we strive to ensure you are satisfied with your purchase. If you need to return an item, please review our policy below to ensure your request meets the required criteria.

 

Return Time Window

You have 30 days from the date of delivery to initiate a return. To be eligible, you must reach out to our team at customercare@retrochroma.com with an inquiry within this 30-day window. 
(Please refer to the "Refund and Return Process" section below for step-by-step instructions.)


Refund processing time

Once the returned item is received and inspected at our warehouse (confirming it is correct and undamaged), your refund will be processed within 7 days. The credit will automatically be applied to your original method of payment.

 

Item Condition & Eligibility

To be eligible for a refund, your item must be returned in the same condition that you received it:
  • Unused & Intact: The item must be unused, uninstalled, and free of damage.
  • Original Packaging: It must be returned in the original manufacturer's packaging.
  • Complete Set: The return must include all original tags, hygiene seals, liners, components, accessories, manuals, authenticity certificates, and any other attachments.
If the returned item does not meet these conditions, we reserve the right to deny the return or issue only a partial refund.


Return Shipping Costs

To ensure clarity, here is how shipping costs and fees are handled based on the reason for your return:

A. If there is an issue with the item (Defective or Wrong Item) We are truly sorry if your order arrived damaged, defective, or incorrect. We want to make it right immediately.

  • We cover the cost: We will arrange a full refund or a free replacement at no expense to you.

  • How to proceed: Please contact us within 48 hours of delivery. To help us quickly resolve the issue, simply provide clear photos or a video showing the damage or defect.

B. If the item isn't quite right for you (Personal Preference) If you are returning an item due to personal preference (e.g., you no longer want it, ordered the wrong item by mistake, or it does not fit your decor):

  • Return Shipping: The customer is responsible for the return shipping cost.

  • Restocking Fee: A 10% restocking fee will be deducted from your refund. This helps us cover the labor and materials needed to inspect and repackage the item so it can find a new home.

  • Original Shipping: Please note that original shipping charges are non-refundable once the delivery has been successfully completed.


Exchanges

We do not accept direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired product.


Delivery Responsibility & Non-Refundable Situations

Please note the following scenarios where a full refund may not be granted:

  • Damage During Return Shipping: You are responsible for the safe return of the item. If the item is damaged or lost during the return transit (from you to us), we will not be able to issue a full refund. We strongly recommend using a trackable shipping service and purchasing shipping insurance.

  • Customer Absence / Failure to Collect: It is the customer's responsibility to track the parcel and coordinate the delivery.

    • If a parcel is disposed of by the local courier due to your absence, failure to reschedule, or failure to collect it timely, it is not eligible for a refund.

    • If a parcel is returned to us by the courier due to multiple failed delivery attempts caused by your absence, we will only issue a partial refund (Total Order Value minus the Return Shipping Fee charged by the carrier minus the 10% restocking fee).


Return Address

Please do not send items back to the address on the shipping label. All returns must be approved in advance.

To obtain the return address and a return label, please contact our customer support team at customercare@retrochroma.com. Once your return request is approved, we will email you the return address and provide a return label (if applicable), along with any required return instructions and a Return Case ID.

Note: Please email us before shipping so we can generate a specific Return Case ID for your package.


Refund and Return Process

Follow these steps to process your return:
  • Step 1: Read this policy to ensure your order is eligible for a return.
  • Step 2: Email us at customercare@retrochroma.com. Include your Order Number and the reason for the return.
    • For quality issues: You must attach photos or videos showing the defect.
  • Step 3: Our team will review your request and determine the refund amount/eligibility based on the evidence provided.
  • Step 4: Once approved, we will email you the return instructions, including the return address, a Return Case ID, and a return label (if applicable).
  • Step 5: Please ship the item back using the return label and instructions provided in our email. If your return is due to personal preference (non-defective returns), you will be responsible for the return shipping cost, and the cost of return shipping may be deducted from your refund (if applicable). We recommend using a trackable service and keeping your shipment receipt.
  • Step 6: After shipping, please reply to our email with the tracking number. If you used the return label we provided, please confirm the carrier and tracking number shown on the label. Please keep your shipping receipt for reference.

  • Step 7: Inspection & Refund: Once your return is received at our facility, we will inspect it to ensure it meets our return conditions. If approved, your refund will be processed within 7 days and will automatically be applied to your original method of payment.


Order Cancellation

We understand plans change, but we aim for fast processing.
  • Cancellation Window: You may cancel your order for a full refund within 24 hours of order confirmation.
  • How to Cancel: Please email customercare@retrochroma.com immediately.
  • After 24 Hours: We cannot guarantee cancellation as the order may have already been processed or shipped. Once shipped, an order cannot be stopped.