Refund policy
Returns and Refunds
Purple Walrus Retro (Purple Walrus LLC) does not accept voluntary change-of-mind returns on regular merchandise or made-to-order custom builds. This does not affect cancellation, return, or faulty-goods rights required by applicable law.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or incorrect, contact us through our Contact page. Please report the issue within 30 days of delivery and include your order number, a description of the problem, and clear photos or video where possible.
The 30-day reporting period does not limit any longer statutory rights. Custom builds remain eligible for remedies for faults, damage, or incorrect fulfillment.
We may troubleshoot with you to understand the issue. We will provide a repair, replacement, or refund as appropriate under applicable law.
Return Instructions and Shipping
Please contact us before mailing your return. We will provide the return address, packaging instructions, and a prepaid label or agreed shipping arrangement.
PWR covers reasonable return shipping costs for confirmed damaged, defective, or incorrect orders, including international orders. If you have already paid reasonable return postage for a confirmed issue, contact us with the receipt for reimbursement.
Return the supplied item and included components, and pack them securely. Keep your tracking information and proof of postage.
Return Abuse
We document returned items and inspection findings. Item swapping, missing components, or damage caused after delivery may result in a refund deduction reflecting the documented loss in value, where permitted by law.
Any deduction will be explained and supported by evidence before the refund is processed. Deliberately false claims may be disputed with the relevant payment provider.
No restocking fee applies to valid faulty-goods claims. An intermittent issue that cannot be reproduced during testing does not, by itself, establish return abuse.
Mandatory Cancellation Rights
Where applicable law provides a right to cancel an online purchase, we honor that right.
For eligible purchases by consumers in the European Union, United Kingdom, and Norway, you generally have 14 days after receiving your goods to notify us that you wish to cancel, without giving a reason. You then have a further 14 days to send the goods back.
To cancel, send a clear statement through our Contact page identifying your order and your decision to cancel. You may use this wording, but it is not required:
“I wish to cancel my purchase of [item], ordered on [date] and received on [date]. My order number is [number], and my name is [name].”
For these change-of-mind cancellations, you are responsible for direct return shipping costs unless the law requires otherwise. We refund the purchase price and applicable standard outbound delivery charges. Additional costs for an upgraded delivery service are not refunded unless required by law.
We may deduct for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics, and functioning, only where legally permitted.
Goods made to your specifications or clearly personalized may be exempt from statutory change-of-mind cancellation rights where applicable law permits. A “made-to-order” label alone does not determine whether an exemption applies.
Refund Processing
Approved refunds are issued to the original payment method within applicable legal deadlines.
For statutory EU, UK, or Norwegian cancellations, refunds are generally issued within 14 days after we receive your cancellation notice. Where permitted, we may withhold the refund until we receive the returned goods or evidence that you have sent them back, whichever occurs first.
Your bank or payment provider may take additional time to post the refund.
Your Consumer Rights
Nothing in this policy excludes or restricts mandatory consumer rights, statutory guarantees, or remedies. These rights may extend beyond 30 days and apply independently of any separate PWR warranty.
Australian customers retain all applicable rights under the Australian Consumer Law, including a replacement or refund for a major failure and compensation for reasonably foreseeable loss or damage. Customers are also entitled to repair or replacement where goods fail to meet acceptable quality and the failure does not amount to a major failure.
New Zealand customers retain applicable rights under the Consumer Guarantees Act. Customers in other destinations retain the protections required by applicable law.
Purchases made through eBay or another marketplace are also subject to that marketplace’s applicable policies.