Returns & warranty
Fourteen days to change your mind, twenty-four months of legal guarantee.
Complaint
You can submit a claim if the console does not work in accordance with its specification, or if it does not do what it is meant to do.
You can submit a claim within 24 months of receiving the console. That is the statutory guarantee of conformity under EU law, and it is the period that applies unless a warranty card supplied with the unit states a longer one.
Write to contact@videocade.eu with your order reference and a short description of the fault. If the claim is accepted we cover the return shipping and either repair the unit, replace it or refund it.
Right of withdrawal — 14 days
As a consumer in the EU you may withdraw from the purchase within 14 days of receiving the console, without giving any reason. The period runs from the day you — or someone you nominated — physically took delivery.
To withdraw, tell us clearly before the 14 days are up. An email to contact@videocade.eu is enough; include your order reference and say that you are withdrawing from the contract. You may use the model withdrawal form from Annex I of Directive 2011/83/EU, but you are not obliged to.
You are only liable for any reduction in value resulting from handling beyond what is necessary to establish the console’s nature and characteristics. Unbox it, turn it on and play it — that is fine. Please keep the box, though: it is the only thing that protects the shell in transit.
Replacements and refunds
Send the console back within 14 days of telling us, to:
LTEK LABS sp. z o.o.
ul. Dzwonek 24
34-100 Gorzeń Dolny
Poland
You pay the cost of returning it, unless the console was faulty, damaged in transit or not the one you ordered — in those cases the return is on us.
You can also return the console and swap it for a different one from the shop. If you want to do that, tell us which model and we will contact you to confirm the shipping address before the replacement goes out.
We refund the full purchase price, including the standard delivery cost we originally charged, to the same means of payment you used. The refund is due within 14 days of the goods reaching us; in practice we send it within 7.
Remote support — try this first
A console that seems dead is usually a battery or a contact, not a fault. Write to us and we will walk you through it by email. In many cases that is enough and you will not have to send anything back.
Faulty on arrival
If the console arrives damaged or does not work at all, contact us before returning anything. That case is on us: we cover the return shipping and either replace the unit or refund it in full, whichever you prefer. Please keep the packaging and photograph it — carriers ask for that when a parcel is damaged in transit.
What is not covered
None of the following is a fault, and none of it is grounds for a claim under the guarantee:
- Damage from dropping, crushing or liquid.
- Damage from batteries left inside a console and allowed to leak. Batteries themselves are consumables and are not covered.
- Cosmetic wear from ordinary use, and the print-layer variation between batches described in the terms.
- A console that has been opened, re-soldered, re-flashed or otherwise modified by anyone other than LTEK Labs. After such a change the guarantee expires immediately.
Your statutory rights as a consumer are unaffected by anything on this page. Where the law of your country of residence in the European Union gives you more than this, it wins.