Refund policy

Refunds

Electro Arcade takes customer service seriously. We are committed to ensuring you are satisfied with your purchase. If there is ever an issue with our products or services provided, please get in contact with us. We will take care of this together with you to ensure you are satisfied.

Returns

Please use our website contact form to discuss your return request. In most cases, we will guide you through any remote diagnosis that would reduce the chance of an item being returned that is not faulty.

On approval, a Return Authorisation number will be issued along with our returns address. Please record the R/A number on your postage label.

We ask that the item be sent back to us. We will in most cases cover the postage back to the customer – upon return and assessment we will discuss your options with you.

Please do not attempt to return any items before receiving an R/A from us.

If the request is not approved, you will be notified accordingly and given the reasons for the decision which as always if the case would discuss with you. 

Exchanges

In the event the console or handheld product(s) you purchased are found to be faulty or defective, and that you (the customer) have taken reasonable steps to insure that the problem cannot be rectified via email, messenger or phone and that it is not a user error, you can obtain a “Return Authorisation” Approval by emailing our customer service at he***@el***********.au
Please include your full name, order details and receipt or invoice to initiate the process.

Once you have received your Return Authorisation Approval please follow the instructions on how to return the product. Upon receiving the item it will be tested and inspected and once it is deemed defective or damaged, a replacement product of the same type and spec will be made available for pickup or sent out to you depending on your location.

Please ensure that the product is returned with its original packaging, accessories and collateral.

Arcade Machines

Any cancellation of orders made following deposit paid in which we immediately start the build process, depending on how far the project is underway, we hold the right to charge the customer for the work, materials that have been used, commenced or purchased.

Post-delivery or pickup, no refunds will be given on arcade machines as they are custom built and made to order.

Should you experience any issues with your arcade machine please follow our Exchange procedure in order to identify the cause and next steps.

As a local Australian business we follow the Competition and Consumer Act 2010 of Australia and will try and assist our customers to the best of our ability.