Refund & Return Policy
Returns
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at zodiacglow@keylogroup.com
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not St. Lucia, shipping your goods may take longer than expected.
You can always contact us for any return questions at zodiacglow@keylogroup.com
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 3 day cooling off period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Holiday Season Shipping and Refund Policy
As the holiday season approaches, we are excited to offer our customers unique and nostalgic gaming experiences with our portable consoles. We understand that many of you may be purchasing these as gifts for Christmas. While we strive to process and ship all orders promptly, we would like to remind our customers of the following:
Shipping Timelines: Due to the high volume of orders during the holiday season and potential delays in postal services, we cannot guarantee that orders placed after 11/30/2023 will arrive before Christmas Day. We encourage our customers to order early to avoid any disappointment.
No Holiday Deadline Refunds: Please note that we are unable to offer refunds or accept returns based on late delivery for Christmas. Our products offer a timeless gaming experience and are not exclusively intended for holiday gifting. We appreciate your understanding in this matter.
Refunds
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at zodiacglow@keylogroup.com
Our customer service team is always here to assist you with any questions or concerns regarding your order.