Refund policy

Refund & Return Policy

At Canada Custom Consoles, we sell refurbished, restored, and customized retro gaming products. Because many of our consoles are pre-owned and individually customized, products may have normal cosmetic wear such as light scratches, scuffs, marks, or minor signs of previous use unless otherwise stated in the product description.

Product photos are provided to show the general appearance and customization of the product. Due to the nature of refurbished and customized products, the exact unit you receive may have minor cosmetic differences from the photos unless a specific individual console is pictured.

Returns

We accept returns within 14 days of delivery only if the item arrives defective, damaged, or significantly different from the product description.

To request a return, contact us at info@canadacustomconsoles.ca with your order number and a clear explanation of the issue. Photos or videos may be required to help us assess the problem.

Items must be returned in the same condition in which they were received, including any included accessories, memory cards, chargers, cases, or other items supplied with the order.

A return must be approved by Canada Custom Consoles before the item is shipped back.

Non-Returnable Items

We do not accept returns for:

  • Change of mind

  • Buyer’s remorse

  • Accidental damage after delivery

  • Damage caused by misuse, abuse, or neglect

  • Items that have been opened, modified, repaired, or tampered with after delivery

  • Damage caused by unauthorized modifications or third-party repairs

  • Cosmetic wear that was disclosed in the product description

  • Normal wear associated with pre-owned or refurbished products

  • Digital products or downloadable items

Because our consoles may be individually customized, we cannot accept returns simply because a customer no longer wants the selected design, colour, configuration, or customization.

Refunds

Once we receive and inspect the returned item, we will notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method.

Refund processing times may vary depending on your bank, credit card company, or payment provider.

Original shipping costs are generally non-refundable unless the return is the result of an error on our part or the item arrived defective, damaged, or significantly different from the product description.

Shipping Costs

If a return is approved because an item arrived defective, damaged, or incorrect, Canada Custom Consoles may provide a return shipping label or reimburse reasonable return shipping costs.

For any return that is not covered under this policy, the customer is responsible for return shipping costs.

Order Issues

If your order arrives damaged, defective, incorrect, or significantly different from the product description, please contact us within 7 days of delivery so we can help resolve the issue.

Please include:

  • Your order number

  • A description of the issue

  • Photos of the console/product

  • Photos of the packaging if the package arrived damaged

  • Video demonstrating the issue when applicable

We may request additional information or testing to help determine the cause of the issue.

Inspection & Resolution

All returned products are inspected after they are received.

If the issue is confirmed to be covered under this policy, Canada Custom Consoles may provide an appropriate resolution, which may include:

  • Repair

  • Replacement

  • Refund

The resolution will depend on the nature of the issue and the availability of the product or replacement parts.

Customized & Refurbished Products

Our consoles are often individually refurbished, restored, upgraded, or customized. Minor cosmetic imperfections may be present on pre-owned hardware and do not necessarily constitute a defect.

Any significant cosmetic imperfections or known issues that affect the product will be disclosed in the product listing whenever applicable.

Contact

For return, refund, or order questions, please contact:

Canada Custom Consoles
Website: canadacustomconsoles.ca
Email: info@canadacustomconsoles.ca
Please contact us before sending any product back. Unauthorized returns may not be accepted.