Return, Refund & Warranty Policy

RetroModded products are often built to order, modified to order, or configured specifically for the customer. Because of this, non-defective products are generally not eligible for return after delivery, except where they arrive defective, damaged in transit, incorrectly fulfilled, or materially different from what was ordered. This page explains when a repair, replacement, refund, or other support may be available.

1. Custom-Built Products: No Returns for Change of Mind

Many RetroModded products are made to order, modified to order, or customized based on the configuration selected by the customer. For that reason, non-defective products are generally not eligible for return, exchange, or refund after delivery for reasons including:

  • change of mind,
  • ordering the wrong configuration,
  • preference changes after delivery,
  • incompatibility with your intended use not caused by a defect,
  • minor cosmetic variations that do not affect functionality, and
  • personalized, engraved, or specially configured items.

Once delivered, a custom-built product is generally non-returnable and non-refundable unless it arrives defective, arrives damaged in transit, is incorrectly fulfilled, or is materially different from what was ordered.

For orders that have not yet entered build work, configuration work, sourcing, or product preparation, customers may contact us as soon as possible to request a change or cancellation. Once such work has started, changes or cancellations may be limited or unavailable because many products are prepared to the selected order configuration.

2. Cases Where We Will Help

We will provide an appropriate remedy if your order:

  • arrives damaged in transit,
  • arrives defective or not functioning as intended,
  • was shipped with the wrong item or wrong configuration, or
  • develops a covered issue during the 1-Year limited warranty period.

Depending on the issue, the available resolution may include troubleshooting support, replacement parts, repair, replacement, store credit, partial refund, or full refund.

In general:

  • shipping damage, wrong item, or wrong configuration confirmed by RetroModded will be resolved at no additional cost to the customer;
  • a covered defect may be resolved by troubleshooting, repair, replacement, parts support, or refund, depending on what is reasonably practical;
  • store credit will only be offered where it is appropriate to the situation or agreed with the customer.

3. Damaged on Arrival or Wrong Item

If your order arrives damaged, or if you receive the wrong item or wrong configuration, please contact us as soon as reasonably possible after delivery.

Where possible, we recommend contacting us within 5 days of delivery and providing supporting photos promptly so we can assist efficiently. Claims reported after that time may still be reviewed, but available resolutions may be affected by carrier claim limits or the availability of supporting evidence.

Email: support@retromodded.com
Phone / WhatsApp: +852 6067 0940

Please include:

  • your order number,
  • a description of the issue,
  • clear photos of the product, and
  • photos of the outer packaging if shipping damage is involved.

If we confirm that the product was damaged in transit or that we shipped the wrong item or wrong configuration, we will provide an appropriate resolution at no additional cost to you.

4. Defective Products

If your device is defective on arrival or develops a fault covered by our warranty, please contact us with:

  • your order number,
  • a description of the issue, and
  • photos or video showing the problem.

We may first attempt to diagnose the issue remotely. Depending on the issue, we may provide troubleshooting guidance, replacement parts, repair instructions, repair, replacement, or another appropriate solution.

If inspection, repair, replacement, or return is needed, we will provide instructions for the next step. A return shipment is not automatically required for every support case.

If we request that a product be returned for inspection in connection with a confirmed defect, shipping damage, or fulfillment error, RetroModded will provide return instructions and cover the reasonable return shipping cost or provide an equivalent prepaid return method where available.

5. Refunds

A refund may be issued where RetroModded confirms that a refund is the most appropriate resolution for:

  • a confirmed defective product,
  • shipping damage,
  • a fulfillment error by RetroModded, or
  • a situation where repair, replacement, or another practical resolution is not reasonably possible.

If a refund is approved and no return is required, we aim to process the refund within 3 business days after the refund decision is made.

If a return is required, we aim to process the refund within 3 business days after the returned item is received and inspected.

In either case, your payment provider may take additional time to post the refund.

Original shipping charges are refundable only when the issue was caused by RetroModded, such as a confirmed defect, shipping damage, or fulfillment error.

Approved refunds will be issued to the original payment method used for the order unless another method is required by the payment provider or otherwise agreed with the customer.

6. Exchanges

Because each product is made to order, we generally do not offer exchanges for change of mind, different color preference, different storage size preference, or other customer preference changes after delivery.

If we shipped the wrong configuration, or if a replacement is approved for a defective product, we will arrange a replacement at no additional cost where reasonably possible.

7. 1-year Limited Warranty

7.1 General Warranty Terms

RetroModded provides a 1-year limited warranty covering qualifying defects in materials and workmanship, as well as qualifying functional failures under normal intended use involving modifications, components installed or provided by us, and covered original hardware where applicable. The 1-year warranty period begins on the delivery date shown by the carrier’s tracking.

For the purposes of this warranty, a covered failure means a functional failure that occurs during normal intended use and is not caused by accidental damage, drops, impact, misuse, abuse, liquid exposure, improper charging conditions, unauthorized opening or repair, unauthorized modification, improper storage, or other external damage after delivery.

This limited warranty is subject to the exclusions described in Section 8 below.

All warranty claims are subject to reasonable inspection or troubleshooting by RetroModded to confirm the nature and cause of the issue.

Depending on the issue, warranty service may include troubleshooting support, replacement parts, repair, replacement, store credit, partial refund, or refund, depending on what is reasonably practical. If a covered repair is not reasonably possible, RetroModded will provide an appropriate alternative resolution.

If RetroModded requests that a product be returned for inspection in connection with a confirmed covered issue, RetroModded will provide return instructions and cover the reasonable return shipping cost or provide an equivalent prepaid return method where available.

Where a category-specific warranty section or a specific product page provides more detailed warranty information for an eligible product, that more specific information will control for that product.

7.2 Category-Specific Warranty Terms for Modded iPod Products

For modded iPod products sold by RetroModded, this limited warranty covers qualifying functional defects involving:

  • flash storage upgrades,
  • battery installed by us,
  • click wheel installed by us,
  • display installed by us, where applicable,
  • USB-C modification,
  • Bluetooth modification,
  • AirTag modification,
  • Taptic Engine modification,
  • other internal modifications installed by RetroModded, and
  • the original mainboard, where the failure is not caused by customer damage or another excluded cause.

For modded iPod products, a covered mainboard issue means a functional failure occurring during normal intended use that is reasonably determined by RetroModded not to have been caused by accidental damage, liquid exposure, unauthorized repair, unauthorized modification, improper charging conditions, or other excluded causes.

This limited warranty does not guarantee against compatibility issues caused by third-party accessories, non-RetroModded firmware or software changes, customer-installed parts, or later modifications not performed by RetroModded.

7.3 Other Product Categories

Additional category-specific warranty terms may apply to other eligible products and will be stated on the relevant product page or in a corresponding category-specific warranty section where applicable.

8. What the Warranty Does Not Cover

The warranty does not cover:

  • accidental damage after delivery,
  • drops, cracks, impact damage, or liquid damage,
  • damage caused by misuse, improper charging, improper storage, or neglect,
  • damage caused by unauthorized repair, tampering, or further modification,
  • parts or modifications not installed or provided by RetroModded,
  • normal wear and tear,
  • cosmetic wear from normal use, and
  • normal battery aging or gradual battery capacity loss over time.

9. Warranty Claims

To submit a warranty claim, contact us with:

  • your order number,
  • a description of the issue, and
  • photos or video showing the issue.

If the issue appears to be covered, we may offer remote troubleshooting first. If needed, we will arrange inspection, repair, replacement, replacement parts, or another appropriate solution.

Warranty service timing may vary depending on the issue, parts availability, workload, and whether a return shipment is required. If a covered repair is not reasonably possible, we may offer a replacement, store credit, partial refund, or refund, depending on the circumstances and what is reasonably practical.

10. International Orders

For international customers:

  • custom-built products are also non-returnable and non-refundable unless defective, damaged on arrival, incorrectly fulfilled, or materially different from what was ordered,
  • customs duties, import taxes, and similar fees paid to local authorities are not refundable by RetroModded, and
  • if support, repair, return, or replacement is authorized, we will provide instructions by email.

11. Contact

For return, refund, warranty, or support questions, contact:

RetroModded Operated by Stellar Ark Limited Phone / WhatsApp: +852 6067 0940 Email: support@retromodded.com Support hours: Monday to Friday, 10:00 AM to 6:00 PM HKT.

We aim to respond to support requests within 1–2 business days.

12. Product-Specific Information

Where a specific product page provides more detailed information about lead time, included modifications, support handling, or configuration-specific limitations, the product page will control for that specific product.