Because I personally configure and test every retro handheld before it leaves my desk, it is very rare for a device to arrive with a fault. However, electronics can occasionally fail. If you experience an issue with your console, I am here to help you get it sorted as quickly as possible.
Below is everything you need to know about your legal rights, my warranty, and how to return an item to K-TEC Systems Ltd.
1. If you change your mind (14-Day Returns)
Under UK law, when you buy goods online, you have the right to change your mind and cancel your order within 14 days of receiving your device.
If you decide the console isn’t for you, simply contact me within those 14 days to let me know. You then have a further 14 days to return the device to me.
To qualify for a “change of mind” refund, the device must be returned in its original, “as new” condition, complete with all original packaging, cables, the MicroSD card(s), and manuals.
2. Faulty Devices & Your 1-Year Warranty
I stand by the devices I sell. Your retro handheld comes with a 1-year hardware warranty protecting you against manufacturing defects.
- Within the first 30 days: If your device develops a hardware fault within 30 days of delivery, you are entitled to a full refund or a replacement.
- Within the first year: If a hardware fault develops after 30 days but within the first year, I will repair or replace the device for you.
Please note: The device warranty covers hardware failures. It does not cover accidental damage (e.g., dropped consoles, cracked screens, water damage), or issues caused by user modifications (e.g., “bricking” the device by attempting to install incompatible custom firmware).
3. The Lifetime MicroSD Card Guarantee
It sucks to be stuck with a games console you can’t use just because a cheap SD card corrupted. That’s why I throw away the unbranded stock cards these devices normally ship with and install premium, brand-name MicroSD cards instead.
I want your retro experience to remain fun for as long as the hardware lasts. To give you total peace of mind, if the card I supply ever fails or suffers data corruption during the lifetime of your console, I will replace or restore it for free.
Read the full Lifetime MicroSD Card Guarantee here.
4. Return Postage & Liability
If you need to return an item to me, whether for a refund, a repair, or a warranty claim, the following postage terms apply:
- Sending the item to me: You are responsible for paying the postage costs to return the item to me.
- Protecting your return: You remain responsible for the device until it is successfully delivered to K-TEC. For your own peace of mind, I strongly recommend using a tracked courier service with delivery confirmation (such as Royal Mail Tracked 48 or Special Delivery). If your chosen courier loses the parcel in transit, I will not be able to process your refund or repair, and you will need to open a compensation claim directly with your courier.
- Sending the item back to you: If you have returned a device for a warranty repair or replacement, I will cover the cost of the outward postage to get the working device back to your door safely.
(Please do not send your device back to the original overseas manufacturer, such as Anbernic or Retroid. As your UK retailer, your warranty is directly with K-TEC Systems Ltd).
5. How to start a return
Please do not post a device back to me without getting in touch first. Often, issues with retro handhelds are software quirks that I can help you fix over email.
To start a return:
- Use the Contact Page to send me a message.
- Include your Order Number and a brief description of the issue (or simply state that you are exercising your 14-day right to cancel).
- I will reply quickly with the return address or troubleshooting instructions.
6. Processing your refund
Once your return is received and inspected to ensure it meets the criteria outlined above, I will send you an email to confirm it has arrived safely.
If you are being refunded, it will then be processed quickly. The credit will automatically be applied to your original method of payment. Please bear in mind that it can occasionally take a few working days for your bank or credit card company to show the funds in your account.