RETROCADE policies

Refunds & Returns

Important information about Australian Consumer Law, standard-product returns, custom orders and return-to-base warranty support.

Last Updated: JAN 2026

1. Australian Consumer Law

Our Refund Policy complies with the Australian Consumer Law (ACL). Under the ACL, you may be entitled to a refund, repair, replacement, or other remedy if your item has a major problem, is significantly different from what was described, is not of acceptable quality, or is not fit for its intended purpose.

These rights apply in addition to the standard return window below and cannot be excluded.

2. Standard Products

For standard, non-custom products, we accept returns for new products within 14 days of delivery.

Items must be returned in new condition, with original packaging where practical.
Return requests must be made within 14 days of delivery.
Returns are accepted by mail or in store/by appointment where available.
No restocking fee applies.
Refunds are processed within 7 days after the returned item has been received and inspected.

If a standard product is faulty, damaged, not as described, or otherwise covered by the ACL, contact us as soon as possible.

Return shipping labels are provided where required. Shipping costs are non-refundable unless the product is deemed faulty or otherwise covered under the ACL.

3. Custom Orders – No Change-of-Mind Returns

Due to the bespoke nature of our custom-built products, change-of-mind returns and refunds are not available once production has started.

A 50% non-refundable deposit is required before we begin any custom order.
Final payment must be made before shipping or pickup.
Made-to-order custom products are excluded from change-of-mind returns.

This does not limit your rights under the Australian Consumer Law if the custom product has a major fault, is not as described, or otherwise fails to meet consumer guarantees.

4. Return-To-Base Warranty

All machines come with a 24-month return-to-base warranty. If a covered fault occurs during this period, we will repair the item at no charge. Customers are responsible for transport costs to and from our service centre unless the issue is deemed a major fault under ACL.

International Orders – No Change-of-Mind Cancellations or Refunds

This section applies to all orders placed through RETROCADE for delivery to an address outside Australia, including the United States, United Kingdom, Europe, Thailand, Singapore, China, other parts of Asia, Africa and other international destinations accepted by RETROCADE.

By placing an international order through our website and completing checkout, you acknowledge and agree to these International Order Terms and Conditions.

International Orders Are Final

All international orders are considered final once the order has been placed and payment has been accepted.

RETROCADE does not provide refunds, cancellations, exchanges or store credits for international orders because of change of mind, ordering the incorrect product, no longer wanting the product, finding it cheaper elsewhere, manufacturer or supplier delays, back orders, international freight or customs delays, or delays caused by customs, postal, freight or local delivery services.

Some products are manufactured, imported, specially ordered or sourced from third-party manufacturers and suppliers. Stock availability may change without notice. An item shown as available may not be physically located at our Australian premises. Estimated dispatch and delivery dates are estimates only and are not guaranteed unless expressly agreed by RETROCADE in writing.

Back Orders and Supplier Delays

Where an item becomes back ordered or delayed after an international order has been placed, the order will remain active and will be supplied once stock becomes available. Manufacturer, supplier, freight and back-order delays do not create a change-of-mind cancellation right.

International Consumer Laws

International customers acknowledge that they are purchasing from an Australian business and that different consumer protection laws may apply. Nothing in these Terms and Conditions excludes, restricts or modifies any consumer right, guarantee or remedy that cannot lawfully be excluded. Where Australian Consumer Law or another mandatory law applies, these Terms operate subject to those rights.

Chargebacks and Payment Disputes

Customers must not initiate a chargeback merely because they have changed their mind, an item is awaiting stock, an order is being manufactured or sourced, or an international shipment has experienced a reasonable delay. Nothing in this clause prevents a customer from disputing an unauthorised transaction or pursuing any remedy available under applicable law.

Import Duties, Taxes and Customs

International customers are responsible for checking local import restrictions and paying customs duties, import taxes, VAT, GST, clearance fees, brokerage fees and other government charges imposed in the destination country unless RETROCADE expressly states otherwise.

Restricted Destinations

RETROCADE does not currently accept or fulfil orders for delivery to Russia. Orders submitted for destinations that RETROCADE does not service may be rejected or cancelled.

Acceptance of These Terms

By accepting our Terms and Conditions during checkout and completing an international purchase, you confirm that you have read, understood and accepted these International Order Terms and Conditions. They form part of your agreement with RETROCADE and should be read together with our general Terms and Conditions, Shipping Policy, Warranty Policy and Returns Policy.