Frequently Asked Questions

Because products are made to order, we can only accept cancellation requests for 24 hours after your order has been placed. To request an order cancellation, please email contact@modretro.com.

Returns will only be accepted if the original packaging is unopened. Returns lacking appropriate documentation, packaging, and/or materials cannot be processed. ModRetro does not authorize returns of damaged products. Items for return must be received in their original condition before a replacement or refund can be arranged. Preorders are ineligible for returns. If you encounter order issues such as defects or incorrect items, please contact us at returns@modretro.com

We are unable to provide returns or exchanges for any international orders at this time. If you encounter order issues such as defects or incorrect items, please contact us at returns@modretro.com.

To initiate the return process for your eligible order, please reach out to us at returns@modretro.com.  Please include your order number, reason for return, and details of the item(s) being returned.

Returns must be initiated within 14 days from the arrival date of your order. Upon verification of eligibility, you will be provided a return address. Ensure your return reaches our facility within 14 consecutive days of your return request for processing. Refunds or exchanges will be issued once the returned product is received at our warehouse and confirmed to be in its original condition and packaging. Once packaging and condition are verified, allow 5-7 business days for the refund to be processed. Return shipping costs are the responsibility of the customer.

Please be aware that returns which are opened or lacking proper documentation, packaging, and/or materials cannot be accommodated and will result in the recycling of your device without a refund being granted. ModRetro does not accept damaged products for returns. Returned items must be in their original condition to qualify for a replacement or refund.

Exchanges are only eligible for manufacturing defects or incorrect items. Exchanges may not be made due to cosmetic or physical damage to the device caused by the end user.

ModRetro warrants the Chromatic to be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of original purchase.  This warranty is void if the consumer opens, dismantles, or takes apart the shell casing of the handheld device. Any unauthorized opening, tampering, or modification with the device will nullify the warranty.

The Warranty does not cover:

• Normal wear and tear.
• Damage caused by misuse, abuse, neglect, or accident.
• Damage caused by unauthorized modification or repair.
• Damage caused by improper installation or use not in accordance with the instructions.
• Cosmetic damage, including but not limited to scratches, dents, and broken plastic and any screen damage

During the Warranty Period, if a defect arises in the Product and you follow the instructions for returning the Product, ModRetro will, at its option, either repair the Product using new or refurbished parts, or replace the Product with a new or refurbished Product. Refunds will be at the discretion of ModRetro.

If the Product is replaced or exchanged due to technical issues within the Warranty Period, the replacement Product will be covered by a 90-day warranty from the date of replacement.

To obtain warranty service, please contact returns@modretro.com.  You will be required to provide proof of purchase as evidence that the Product is within the Warranty Period.

If you have received a damaged, defective or incorrect item, reach out to us with photos of the damage/defective or the incorrect item, as well as your order number. You must notify us within 14 days of receipt for an exchange. Refunds will be at the discretion of ModRetro.

Damage due to shipping is also eligible for exchanges or refunds.