Our Refund Policy
At Pinball Home Australia, customer satisfaction is important to us. We are committed to providing high-quality pinball machines, arcade games, and game room products. This Refund Policy explains your rights and responsibilities when purchasing from us and helps ensure a fair outcome for both our customers and our business.
By placing an order with Pinball Home Australia, you agree to the terms outlined below.
Order Cancellations
Customers may request to cancel an order before it has been dispatched.
- Orders cancelled before shipment may be eligible for a full refund, less any non-refundable processing fees or special-order costs that have already been incurred.
- Once an order has been dispatched, it cannot be cancelled and will be treated under our Returns Policy.
Deposits
Some products, including pre-orders, limited edition machines, and special-order items, require a deposit.
- Deposits reserve your machine and remove it from available inventory.
- Deposits are generally non-refundable unless Pinball Home Australia is unable to supply the product.
- If an exception is approved, any applicable processing or supplier fees may be deducted from the refund.
Returns
We accept return requests under the following conditions:
- The request is made within 14 days of delivery.
- The item is unused or has only been tested for normal operation.
- The product is returned in its original packaging with all accessories, manuals, keys, and included components.
- The item has not been modified, damaged, or misused.
Returns requested outside this period may not be accepted unless required under applicable consumer law.
Non-Returnable Items
The following items are generally not eligible for return unless they arrive damaged or are faulty:
- Special-order products
- Custom-built machines
- Limited Edition or Collector’s Edition products ordered specifically for a customer
- Clearance or final sale items
Damaged or Incorrect Deliveries
Please inspect your order immediately upon delivery.
If your product arrives damaged or you receive the wrong item:
- Notify us within 48 hours of delivery.
- Provide clear photographs of the product, packaging, and shipping label.
- Keep all original packaging until the matter has been resolved.
Once verified, we will work with you to repair, replace, or provide an appropriate solution.
Faulty Products
If your product develops a manufacturing fault during the applicable warranty period:
- Contact our customer support team.
- We may provide troubleshooting assistance to resolve the issue.
- If necessary, the product may be repaired, replaced, or otherwise remedied in accordance with the warranty and applicable consumer laws.
Damage caused by misuse, improper installation, accidents, unauthorised modifications, neglect, or normal wear and tear is not covered.
Change of Mind
We understand that circumstances can change.
If you simply change your mind after receiving your order:
- Return requests may be considered within 14 days of delivery.
- The product must be in as-new condition with original packaging.
- Return shipping costs are the customer’s responsibility.
- Original shipping charges and payment processing fees may not be refundable.
- A reasonable restocking fee may apply if the returned item requires inspection, repackaging, or refurbishment before resale.
Approval of change-of-mind returns is at the discretion of Pinball Home Australia.
Refund Processing
Once your returned item has been received and inspected:
- We will notify you of the outcome.
- Approved refunds are generally processed within 5–10 business days using the original payment method.
- Processing times may vary depending on your financial institution.
Shipping Costs
Unless the return is due to our error or a verified product fault:
- Customers are responsible for return shipping costs.
- Original delivery charges are non-refundable once delivery has been completed.
We recommend using a fully insured and trackable shipping service for all returns.
Warranty Support
Many of our products include a manufacturer’s warranty.
Warranty coverage varies by manufacturer and product. Please refer to the warranty supplied with your purchase or contact our support team for assistance.
Australian Consumer Law
Nothing in this Refund Policy limits or excludes your rights under the Australian Consumer Law (ACL).
You are entitled to a repair, replacement, or refund where required by law for products that have a major failure or do not meet consumer guarantees.
Contact Us
If you have any questions about our Refund Policy or need assistance with a return, please contact Pinball Home Australia.
Our team is committed to resolving issues fairly, promptly, and professionally while ensuring the best possible experience for every customer.