Shipping and Returns

Latest update: 20/08/2026

This policy forms part of our Terms and Conditions and should be read with them. It covers how we ship, and what happens when you want to send something back.

1. Shipping

1.1 Processing and dispatch

We pack and dispatch orders within 1–2 business days of payment clearing. Orders placed at a weekend or on a Polish public holiday are processed on the next business day.

Because almost everything we sell exists in a single unit, an order is picked from real stock. If an item turns out to be unsaleable after you have paid — damaged in storage, or mis-scanned — we tell you promptly and refund it in full rather than substituting something else without asking.

1.2 How we ship

We ship tracked, always. Retro items are hard or impossible to replace, so we do not offer an untracked option, and we pack for the reality of parcel networks: rigid protection for cartridges and discs, and boxed protection for consoles.

1.3 Delivery cost and time

Shipping cost is calculated from the destination and the weight of the parcel, and the exact figure is shown at checkout before you pay.

Delivery times depend on the destination and the carrier. Typical transit within the European Union is a few business days; other destinations take longer. These are estimates from the carrier, not guarantees — customs, weather and carrier backlogs are outside our control.

If you are a 1-UP Club member, a lower free-shipping threshold may apply. The membership page carries the current benefits.

1.4 Tracking

When your parcel is dispatched we email you a tracking number. Please allow a day for the carrier's first scan to appear before worrying about it.

1.5 Your address

Please check the delivery address before confirming your order — carrier systems make addresses very hard to change once a label exists. If you spot a mistake, email [email protected] immediately and we will change it if the parcel has not yet left us.

1.6 Customs and import charges

For deliveries outside the European Union, customs duties, import VAT and clearance fees may fall due on arrival. They are set by the destination country, are not included in what you pay us, and are payable by you as the importer. We declare the contents and value of every parcel honestly and cannot mark an order as a gift or under-declare its value.

1.7 Parcels that are lost or arrive damaged

Tell us as soon as you can, and in any case within 14 days of delivery or of the last tracking update.

• Damaged in transit: photograph the outer packaging and the item before you fully unpack, if you can. It makes the carrier claim far easier.
• Tracking stalled or the parcel is missing: we open an investigation with the carrier. Carriers set their own waiting periods before a parcel counts as lost; we chase it and keep you posted.

Where a parcel is lost or damaged in transit, you get a replacement — if we still have the item, since most are unique — or a full refund. Making the carrier claim is our job, not yours.

2. Your right of withdrawal

If you are a consumer in the European Union, you may withdraw from your purchase within 14 days of the day you, or someone you nominate, take physical possession of the goods. You do not have to give a reason.

2.1 How to withdraw

Email [email protected] before the 14 days are up, with your order number and a clear statement that you are withdrawing. You may use the model withdrawal form below, but you are not obliged to. We confirm receipt and send you the return instructions and a return reference.

Sending the goods back without telling us first makes a return very hard to identify and slows your refund down — please email first.

2.2 Model withdrawal form

To: Retrobroker SP. Z O.O., Sielska 45A, 10-801 Olsztyn, Poland
    [email protected]

I/we hereby give notice that I/we withdraw from my/our contract of sale
of the following goods:

Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Signature (only if this form is sent on paper):
Date:

2.3 Sending the goods back

Send the goods back within 14 days of telling us you are withdrawing, to:

Retrobroker SP. Z O.O.
Sielska 45A
10-801 Olsztyn
Poland

Please include the return reference, and pack the item at least as well as it reached you.

• You pay the cost of returning the goods, unless the return is because the item was faulty or not as described, or we have agreed otherwise in writing.
• We recommend a tracked service. Until the goods reach us, the risk of loss in transit is yours.

2.4 Your refund

We refund within 14 days of receiving your withdrawal notice, using the same payment method you paid with, unless you agree otherwise. We may withhold the refund until we have the goods back, or until you show proof that you have sent them — whichever comes first.

The refund covers the price of the goods plus the standard delivery cost you originally paid. If you chose a more expensive delivery option than our cheapest standard one, we refund the standard rate rather than the premium.

Diminished value. You may handle and inspect the goods as you would in a shop. If you go beyond that and the item loses value as a result — a console opened and modified, a sealed game unsealed, an item returned without parts it came with — we may reduce your refund by that lost value, and we will tell you why.

2.5 Where withdrawal does not apply

The right of withdrawal does not apply to sealed audio or video recordings, or sealed computer software, that you have unsealed after delivery. It also does not apply to items made to your specification.

This section is about withdrawal only. If an item is faulty or not as described, your rights are wider and are covered in section 3 — and there is no 14-day cut-off on those.

3. Faulty items and items not as described

Separately from withdrawal, everything you buy carries the legal guarantee of conformity under Polish and EU consumer law, and used consoles and games also carry our voluntary 30-day commercial guarantee. Section 9 of our Terms and Conditions sets out both, including the one-year statutory liability period we apply to second-hand goods.

If an item is faulty or not as described, email [email protected] with your order number, a description of the problem and photographs or video where they help. We pay return carriage on faulty items. We answer consumer complaints within 14 days.

4. Undelivered and unclaimed parcels

If a parcel comes back to us because it was not collected from a pickup point, because delivery was refused, or because the address given was wrong or incomplete:

• We email you as soon as it arrives back and ask what you would like to do.
• We can resend it once you have paid the new carriage.
• Or we can treat it as a return and refund you. Where you are a consumer exercising the right of withdrawal, the refund is calculated as in section 2.4; in every case we may deduct the carriage we actually incurred on the failed delivery and its return.

If you could not collect the parcel for reasons genuinely outside your control — illness, hospital, a carrier that never left a card — tell us and we will not charge you for the failed attempt. We would rather be reasonable than rigid about it.

If we cannot reach you at all, we hold a returned parcel for 90 days and contact you at least twice before we consider the goods abandoned.

5. Getting in touch

Everything above starts with an email to [email protected]. Include your order number and it will be quicker. We do not operate a phone line, so email is the fastest route to a person.

Thank you for shopping with Retrobroker. 🎮