We want every customer to be delighted with their machine. If something isn't right, we'll work with you to fix it. This page describes the conditions under which we accept returns and issue refunds.
Return window
- 14 daysfor parts & accessories from the date you receive them.
- 7 days for fully-restored or new pinball machines, arcade cabinets, jukeboxes and slot machines.
- 3 days to report any shipping damage or DOA (dead-on-arrival) issues.
Eligibility
To be eligible for a return, the item must be:
- In the same condition you received it — fully assembled, no additional cosmetic damage, no aftermarket parts swapped in.
- In its original crate or packaging where possible. We'll recrate at our cost if shipping damage destroyed the original packaging.
- Accompanied by the original invoice or order confirmation.
Non-returnable items
- Custom-restored machines built to your spec.
- Machines that have been modified, repaired by a third party, or relocated to a different building from where we delivered them.
- Used parts marked as "sold as-is" or "for parts only."
How to start a return
- Email returns@vintagehallgames.com with your order number, the item you'd like to return, and a brief reason.
- We'll reply within 1 business day with a Return Authorisation (RA) number and instructions.
- Pack the item carefully — for full-size machines we'll arrange a freight pickup.
- Once we receive and inspect the return, we'll process the refund.
Restocking fees
Returns of fully-functional, undamaged machines may be subject to a 15% restocking fee to cover testing, recrating and inventory costs. Defective or mis-described machines: no restocking fee.
Return shipping costs
- Defective / mis-described / damaged in transit: we cover all return shipping.
- Change of mind:you cover return shipping. For freight machines this can be substantial — get in touch first and we'll quote it before you commit.
Refund timelines
- We start the refund within 3 business days of receiving and inspecting the returned item.
- Card refunds typically appear in your statement within 5–10 business days after we issue them; bank transfers within 3 days.
- We refund to the original payment method. If that's not possible we'll arrange an alternative with you.
Damaged in transit
Inspect every machine within 72 hoursof delivery, with photos. If you see crate damage, photograph it before opening. Email us immediately with photos — we'll either ship replacement parts, send a tech, or arrange a full return at no cost.
DOA (dead-on-arrival)
If the machine doesn't power on or has a critical fault on arrival, contact us within 3 days. Our techs will troubleshoot with you remotely first; if we can't get it running we cover replacement, on-site service, or a full return.
Statutory rights
This policy does not limit any rights you have under consumer protection law in your jurisdiction. If a statutory right gives you a longer return window or different remedy, that statutory right applies.
Questions?
Email returns@vintagehallgames.com — we're happy to help.