Return and Store Policy

Introduction

This Return and Store Policy outlines the rules and procedures for returns, refunds, warranties, software support, and general store operations for K-Town Toys Wholesale and Retail Trading Company, operating under the registered trademark Retro Camel ("we," "us," or "our"). This policy applies to all purchases made through our website retrocamel.me ("Website") and related services, including products such as retro gaming handhelds (e.g., Miyoo Mini Plus), custom SD cards, accessories, and collectibles. By shopping with us, you agree to comply with this policy, which is designed to ensure a fair and transparent experience in accordance with Kuwait’s Consumer Protection Law (Law No. 39 of 2014), Commercial Law (Law No. 68 of 1980), and Electronic Transactions Law (Law No. 20 of 2014).

1. Return Policy

Eligibility for Returns

We accept returns within 14 days of delivery for defective or incorrect items, as permitted under Kuwait’s Consumer Protection Law (Law No. 39 of 2014). To be eligible for a return:

• The item must be unused, in its original condition, and in its original packaging.

• All included accessories (e.g., protective case, USB charger, glass protection film) must be returned with the item.

• You must provide proof of purchase, such as an order confirmation or receipt.
  Returns for non-defective items or due to customer preference are not accepted unless the item was delivered incorrectly or damaged.

Return Process

To initiate a return:

1. Contact our support team at support@retrocamel.me within 14 days of delivery, providing your order number, item details, and reason for return.

2. We will provide instructions for returning the item, including the return shipping address.

3. Package the item securely with all original contents and ship it to us using a trackable courier service. You are responsible for return shipping costs unless the return is due to our error (e.g., incorrect or defective item).

Refunds

Once we receive and inspect the returned item:

• Refunds will be processed within 7-14 business days to the original payment method.

• Refunds cover the purchase price and applicable taxes. Shipping costs and customs duties are non-refundable unless the return is due to our error.

• You will be notified via email of the refund status.
  If an item is returned damaged, used, or incomplete, we reserve the right to deny the refund or issue a partial refund, as permitted by law.

2. Warranty and Software Support

Limited Warranty

Products, including the Miyoo Mini Plus and custom Surwish (SanDisk) SD cards, come with a 14-day limited warranty for manufacturing defects. This warranty covers:

• Hardware malfunctions due to manufacturing issues.

• Defective components identified within 14 days of delivery.
  The warranty does not cover damage caused by:

• Misuse, accidents, or unauthorized modifications.

• Improper handling or failure to follow product instructions.
  To claim warranty service, contact support@retrocamel.me with your order details and a description of the issue. We may request photos, videos, or the return of the defective item for inspection.

Software Support

We provide 60 days of software support for issues related to pre-installed software or custom SD card configurations (e.g., Surwish SD cards for the Miyoo Mini Plus). This support includes:

• Assistance with software errors or compatibility issues.

• Guidance on updating or reinstalling pre-installed software.
  Software support does not cover:

• Issues arising from user modifications to software or firmware.

• Third-party software not provided by Retro Camel.
  To request software support, email support@retrocamel.me within 60 days of delivery. We may provide troubleshooting guidance or, if necessary, replacement SD cards or software files, subject to verification.

3. Store Policies

Order Placement and Processing

• Order Submission: By placing an order on retrocamel.me, you agree to provide accurate payment, billing, and shipping information. Orders are subject to acceptance, and we may cancel or refuse orders due to inventory shortages, payment issues, or suspected fraud.

• Pricing: All prices are listed in Kuwaiti Dinar (KWD) and include applicable taxes. Prices are subject to change without notice. We accept payments via Authorized payment gateways in Kuwait. Payment must be completed before order fulfillment.

• Order Confirmation: You will receive an email confirmation with order details. Review your order carefully, as we are not responsible for errors in provided information (e.g., incorrect shipping address).

• Order Modifications or Cancellations: Orders may be modified or canceled before processing by contacting support@retrocamel.me. Once processing begins, cancellations or changes may not be possible.

Shipping and Delivery

• Shipping Regions: We offer shipping across the Gulf Cooperation Council (GCC) countries and select international destinations. Shipping costs and estimated delivery times are provided at checkout.

• Delivery Responsibility: K-Town Toys (Retro Camel) is not liable for delays caused by third-party couriers, customs processes, or force majeure events (e.g., natural disasters, government restrictions). You are responsible for any customs duties or taxes imposed by your country.

• Lost or Damaged Shipments: If a shipment is lost or arrives damaged, contact support@retrocamel.me within 7 days of the expected delivery date. We will work with the courier to resolve the issue or provide a replacement/refund, subject to verification.

Product Availability

Products, including retro gaming handhelds, SD cards, and collectibles, are subject to availability. We reserve the right to limit quantities, discontinue products, or substitute items of equal or greater value if out of stock. You will be notified of any changes to your order.

Customer Conduct

You agree to:

• Use our Website and Services for lawful purposes, in compliance with Kuwait’s Cybercrime Law (No. 63 of 2015).

• Provide accurate information during account creation or order placement.

• Refrain from engaging in fraudulent activities, misrepresenting your identity, or attempting to disrupt our Website.
  We reserve the right to refuse service or cancel orders for violations of this policy.

Intellectual Property

All content on retrocamel.me, including the Retro Camel logo, product images, and descriptions, is the property of K-Town Toys Wholesale and Retail Trading Company or its licensors. You may not reproduce, distribute, or use our content without written permission, except for personal, non-commercial use.

4. Limitation of Liability

To the extent permitted by Kuwaiti law, K-Town Toys is not liable for:

• Indirect, incidental, or consequential damages arising from your use of our Services or products.

• Losses due to third-party actions, such as courier delays or customs issues.

• Errors in product descriptions, images, or website functionality.
  Our total liability for any claim shall not exceed the amount paid for the product or service in question.

5. Contact Us

For questions, return requests, warranty claims, software support, or other inquiries, please contact:

• Email: support@retrocamel.me
  For unresolved issues, you may contact the Kuwait Consumer Protection Department, as per Law No. 39 of 2014.

6. Governing Law

This policy is governed by the laws of the State of Kuwait, including the Consumer Protection Law (Law No. 39 of 2014), Commercial Law (Law No. 68 of 1980), and Electronic Transactions Law (Law No. 20 of 2014). Disputes will be resolved through negotiation or mediation, or, if necessary, submitted to the competent courts in the state of Kuwait.

7. Updates to This Policy

We may update this Return and Store Policy to reflect changes in our practices or legal requirements. Significant changes will be communicated via email or a notice on retrocamel.me. Continued use of our Services after updates constitutes acceptance of the revised policy.

Last Updated: June 5, 2026