Refund and Returns Policy

01

Policy Overview

The remedy available for a product problem depends on the nature of the fault, the product, its age and condition, whether the problem is major or minor, and the rights available under applicable law.

Depending on the circumstances, an appropriate remedy may include:

• inspection or assessment;
• repair;
• replacement;
• refund;
• resupply of a service; or
• another remedy required under Australian Consumer Law.

Please contact us before returning a product so we can review the issue and arrange an appropriate return, inspection or collection.

02

Australian Consumer Law Rights

Products and services supplied to consumers come with guarantees that cannot be excluded under the Australian Consumer Law.

Products must generally be of acceptable quality, match their description, be reasonably fit for their intended purpose and satisfy any applicable express representations.

Services must generally be supplied with due care and skill, be fit for any stated purpose and be completed within an agreed or reasonable time.

Any voluntary warranty offered by Arcade Classics or a manufacturer operates in addition to these automatic consumer rights.

03

Faulty, Damaged or Incorrect Products

Contact us if a product is faulty, unsafe, materially different from its description, damaged before delivery or not the product you ordered.

Please provide:

• your name and contact details;
• your order, invoice or receipt number;
• a clear description of the problem;
• the date the problem was first noticed;
• photos or video where relevant; and
• the outcome you are requesting.

We may need to inspect or test the product before confirming the cause of the problem and the appropriate remedy.

You do not need to return a faulty product in its original packaging, although suitable protective packaging may be required when transporting smaller or fragile items.

04

Products With a Major Problem

A product may have a major problem where, for example:

• it is unsafe;
• it is substantially unfit for its normal purpose and cannot easily be repaired within a reasonable time;
• it is substantially different from its description, sample or demonstration model;
• it cannot be used for a purpose made known before purchase and cannot easily be repaired; or
• a reasonable consumer would not have purchased it had they known about the problem.

Where a product has a major problem under the Australian Consumer Law, the customer may be entitled to reject the product and choose between a refund or replacement, subject to applicable law.

A refund for a major problem will generally be for the amount paid for the affected product.

05

Products With a Minor Problem

Where a product problem is minor and can be repaired within a reasonable time, Arcade Classics may choose to provide an appropriate repair.

Depending on the circumstances, we may instead offer a replacement or refund.

If a minor problem cannot be repaired within a reasonable time, further remedies may become available under the Australian Consumer Law.

We will discuss the proposed remedy and expected timeframe after assessing the product.

06

Used, Restored and Vintage Machines

Many arcade and pinball machines are used, vintage, restored or refurbished products. Their age, price, condition, previous use and disclosed faults are relevant when determining what a customer can reasonably expect.

Used or vintage products may show:

• cosmetic wear;
• cabinet marks or previous repairs;
• replacement or upgraded components;
• minor variations from original factory specifications; or
• other characteristics consistent with their age and history.

These characteristics do not automatically constitute a fault where they were disclosed, visible or reasonably expected for the product.

However, used, restored and vintage products remain subject to applicable consumer guarantees. A disclosed defect accepted before purchase does not remove rights relating to a separate, undisclosed problem.

07

Change-of-Mind Returns

Arcade Classics is not required to provide a refund, replacement or exchange where a customer simply changes their mind, finds the product elsewhere for a lower price or no longer requires the item.

Unless otherwise agreed in writing before purchase, change-of-mind returns are not automatically accepted.

We may consider a change-of-mind request at our discretion for an unused, unopened and standard-stock product. Any approval may be subject to:

• the product being unused and in resalable condition;
• all original parts, packaging and documentation being included;
• the customer providing proof of purchase;
• the customer paying return delivery costs; and
• any other reasonable condition communicated before the return is accepted.

08

Special Orders, Custom Work and Deposits

Special-order, custom, modified or specifically sourced products may not be eligible for a discretionary change-of-mind return once ordering, sourcing, manufacturing or custom work has commenced.

Any applicable deposit, cancellation or custom-order conditions will be disclosed before payment or approval.

This does not exclude rights relating to a faulty product, misleading description, failure to supply or other breach of an applicable consumer guarantee.

If Arcade Classics cannot supply an item that has been paid for, we will contact the customer and provide an appropriate solution, which may include an alternative product or refund.

09

Delivery Damage and Missing Items

Inspect delivered products as soon as reasonably possible.

If you notice visible damage, missing components or an incorrect product, contact us promptly and provide:

• photographs of the external packaging;
• photographs of the affected product;
• a description of the damage or missing item;
• the delivery date; and
• your order or invoice number.

Keep the packaging until we confirm whether it is required for an inspection, transport claim or safe return.

Prompt reporting assists our investigation, but a delay in reporting does not automatically remove any rights available under applicable law.

10

How to Request a Return or Remedy

1. Contact Arcade Classics Contact us using the details below and explain the product, problem and outcome you are seeking.
2. Provide proof of purchase This may include an invoice, receipt, order confirmation, payment record or another document that reasonably shows the purchase.
3. Provide supporting information Include photos, video, serial numbers or a clear description where these details may assist.
4. Wait for return instructions Do not send a large machine or fragile electronic item without first confirming the delivery address, packing method and transport arrangement with us.
5. Assessment and outcome We will inspect the product where necessary and advise the appropriate remedy within a reasonable time.

11

Return Shipping and Collection Costs

Small or easily returned products

Customers are generally responsible for returning products that can be posted or easily transported.

If the product is confirmed to have a problem covered by the consumer guarantees, Arcade Classics will reimburse reasonable return costs. Keep receipts for postage or transport.

Large, heavy or difficult-to-remove products

Where a faulty arcade machine, pinball machine or other product is large, heavy or difficult to remove, we will arrange or pay for reasonable collection or return transport where required by law.

Products found not to be faulty

If an inspection finds that the product does not have the reported problem or that the issue was caused by circumstances not covered by a consumer guarantee, the customer may be responsible for reasonable inspection, collection or return costs.

Where this may apply, we will provide a reasonable estimate of the relevant costs before arranging collection or chargeable inspection.

12

Refund Method and Processing

Approved refunds will generally be issued using the original payment method where reasonably possible.

If the original payment method cannot be used, we will arrange another appropriate refund method with the customer.

Refunds will be processed within a reasonable time after the remedy has been approved and any required product return, collection or assessment has been completed.

Financial institutions and payment providers may require additional processing time after a refund has been issued by Arcade Classics.

A remedy for a faulty product will not be reduced by an unauthorised restocking fee or other charge that unlawfully limits a customer’s consumer guarantee rights.

13

Repair and Servicing Problems

Repair and servicing work is supplied with consumer guarantees, including that services will be provided with due care and skill.

If you believe repair or servicing work has not been completed as agreed, contact us with:

• the repair or invoice reference;
• a description of the problem;
• when the problem occurred;
• photos or video where relevant; and
• the outcome you are seeking.

Where a service problem can be rectified, we may offer to inspect and correct the affected work within a reasonable time.

For a major service failure, or where a problem is not rectified within a reasonable time, other remedies may be available under Australian Consumer Law.

This policy does not cover a new and unrelated fault that develops after the original repair, unless Arcade Classics is otherwise responsible for that fault.

14

Products That Have Been Misused or Modified

A customer may not be entitled to a remedy where the product problem was caused by:

• accidental damage after supply;
• misuse, neglect or improper storage;
• incorrect voltage, wiring or installation not provided by Arcade Classics;
• unauthorised repairs or modifications;
• failure to follow supplied operating instructions;
• normal wear consistent with the product’s age and use; or
• another cause unrelated to the condition of the product when supplied.

Each claim will be assessed on its circumstances. This section does not exclude responsibility for a defect or failure for which Arcade Classics is legally responsible.

15

Sale and Clearance Products

Products purchased during a sale, promotion or clearance remain covered by applicable consumer guarantees.

A product is not excluded from a remedy merely because it was sold at a reduced price.

Where a product was discounted because of a specific defect that was clearly disclosed and accepted before purchase, a remedy may not be available for that particular disclosed defect.

Rights relating to any separate or undisclosed problem remain unaffected.

16

Changes to This Policy

Arcade Classics may update this policy when its products, services, procedures or legal obligations change.

The current policy will be published on this page with an updated revision date.

Any update will not remove a consumer right or remedy that has already arisen under applicable law.