Home / Returns, Refunds and Warranty Policy

Returns, Refunds and Warranty Policy

Last updated: March 1, 2023

SECTIONS

  1. Acceptable Forms of Payment
  2. Cancellations & Refunds
  3. Orders over $1000.00 CAD
  4. Sale, Clearance and Discounted Items
  5. Warranty and Returns on Defective Arcade Parts
  6. Exclusions - Arcade Parts
  7. Non-Returnable/Non-Refundable Items
  8. Returns on Non-Defective Arcade Parts
  9. Vinyl Prints
  10. Arcade Machine Warranty Terms

Acceptable Forms of Payment

Acceptable forms of payment are:

  • Debit
  • Visa
  • Mastercard
  • PayPal
  • e-Transfer
  • Bank Wire Transfer.

Payment is collected at the time of order in full for all sales. Arcade Machine sales are Final and Non-Refundable. Deposits are not accepted.

Retro Active Arcade Ltd. does not accept American Express Credit Cards.

Cancellations & Refunds

Most orders are able to be cancelled for a refund within 24 Hours of purchase, however this is not guaranteed and some exceptions do apply. Any cancelled and/or refunded orders are subject to a fee of 5%. If an order has already been fulfilled, but not yet shipped a 25% restocking fee will apply. Orders that have been packaged for shipping or have been shipped are not able to be cancelled.

The following Orders/Items are not eligible for 24-Hour Cancellation or a refund:

  • Orders with Next Day Shipping Services
  • Pre-Ordered or Special Order Items
  • Clearance/Sale Items
  • Custom Items
  • Gift Cards
  • Any Order that has been shipped

We make an effort to ship out all out-of-stock & pre-order items in a timely fashion but will process an immediate refund subject to the conditions above for any out-of-stock items upon customers’ request. Retro Active Arcade Ltd. Reserves the right to cancel any order for any or no reason.

Orders Over $1000.00 CAD

Retro Active Arcade Ltd. reserves the right to request additional information to verify the identity of customers for orders over $1000.00 CAD. 

    This information is used explicitly to verify your identity and the legitimacy of the order. This information is held in cold storage (off our servers) for up to 90 days after your items have been delivered. After 90 Days your information is destroyed. For more details, please view our Privacy Policy.

    Failure to provide this information without an alternative payment method such as e-Transfer or Bank Wire Transfer will result in immediate cancellation and refund of your order. Any refund or cancelled order is subject to a 5% fee.

     

    Sale, Clearance and Discounted Items

    Discounts including but not limited to: items included in bundled discounts, volume discounts, clearance items, sale items, limited time only discounts, etc, CANNOT be applied after payment has been received. Discounts can ONLY be applied at checkout. In the event that a discount was applied in the cart but did not follow through to checkout, please contact us first before completing your purchase as we will require proof of such an occurrence before addressing the situation. In most cases, this happens because multiple discounts are not able to be combined or stacked in a single purchase.

     

    Warranty & Returns On Defective Arcade Parts

    • Defective Parts can be returned within 30 days of purchase for a direct, exact replacement.
    • Defective Parts cannot be returned for a refund.
    • Defective Parts must be returned in original condition and, if possible, in original packaging

    Arcade parts purchased from Retro Active Arcade Ltd. come with a 30 day warranty (some exclusions apply - See Exclusions). The Purchaser is responsible for ensuring that all items are present and in working order upon arrival. All warranty returns will be subject to inspection upon arrival for any damages that may void warranty before a replacement will be sent out. Items deemed defective will be exchanged for a new replacement item that of the original purchase. Defective items cannot be exchanged for a different item or refund. 

    The purchaser is responsible for return shipping costs of the item(s) being returned (DDU). The seller is responsible for the replacement and shipping costs if the item is deemed defective (DDU). Retro Active Arcade Ltd. will not ship out replacement parts before receiving the original defective item and inspected it first.

    If there is any sign of damage due to improper installation, use or wiring, the item will be considered damaged not defective and we will not issue a refund or replacement. For any item that is not deemed defective, the purchaser will be responsible for shipping return costs (DDU) or forfeit the item. Any items left in limbo without return contact or shipping payment for more than 14 days will be treated as abandoned and discarded as deemed fit. Abandoned or Forfeited items will not be refunded.

    Contact Customer Service at customerservice@retroactivearcade.ca for a Return Authorization Number prior to shipping anything back to Retro Active Arcade. Unauthorized returns will be refused.

    Please view our Shipping Policy.

     

    Exclusions - Arcade Parts

    The following items are excluded from our 30 Day Warranty:

    • Glass
    • Clearance Items
    • Installed/Used Electronics (Including AimTrak Light Guns)
    • Any item with a broken tamper proof seal
    • Items damaged due to improper use/installation
    • Replacement XXXX-in-1 HDD (including 2100-in-1 HDD)

     

    Non-Returnable/Non-Refundable Items 

    The following items are Non-Returnable and Non-Refundable after receipt of sale has been confirmed:

    • Arcade Machines (both Custom & Ready To Go)
    • Pandora Box Gaming Systems
    • Clearance/Sale Items
    • Glass
    • Gift Cards
    • Installed/Used items
    • Special order items
    • Vinyl Prints
    • Replacement XXXX-in-1 HDD (including 2100-in-1 HDD)
    • Items damaged due to improper use/installation

    Please contact Customer Service as customerservice@retroactivearcade.ca if you have questions or concerns about a specific item.

     

    Returns on Non-Defective Arcade Parts

     Items that are not included in the Non-Refundable/Non-Returnable Items list:

    • Can be returned within 15 days of purchase at customer’s expense for a refund or exchange. Original Shipping Fees will not be refunded.
    • In the case of an exchange, the customer is responsible for the shipping of both the return of the Non-Defective Item, and shipping of the Replacement Item.
    • Non-Defective Items returned for a refund are subject to a re-stocking fee of 25%.
    • Items must be uninstalled, resell-able and returned in original condition & packaging
    • Non-Defective items that have been installed are NOT eligible for return or refund.

    The purchaser will be responsible for the shipping costs (DDU) unless the order was shipped in error, in which case, the seller will pay for the return shipping charges (DDU).

    It is the buyer’s responsibility to inspect and ensure the parts ordered are the right size and are the correct item for the required application.

    All returns will be subject to inspection upon arrival for any damages or signs of installation that may void refund eligibility. If approved, you will be automatically refunded minus the re-stocking fee and original shipping fees to your original payment method. Retro Active Arcade Ltd. will not issue a refund or exchange non-defective parts before receiving the original item and inspecting it first.

    Contact Customer Service at customerservice@retroactivearcade.ca for a Return Authorization Number prior to shipping anything back to Retro Active Arcade. Unauthorized returns will be refused.

    Please view our Shipping Policy.

    Vinyl Prints 

    All vinyl prints and other printed items are final sale and are non-returnable and non-refundable. All vinyl prints and other printed items are subject to the Printing Terms of Service and the Limit of Liability as outlined on the Vinyl Prints Page of our website. Retro Active Arcade Ltd. provides printing services only and as such is not to be held responsible or liable for any infringement of copyrights, privacy, publicity or other intellectual property rights. 

    Any sizing, spelling, grammar, graphics, punctuation, orientation or alignment, color variations, etc. errors are not the responsibility of Retro Active Arcade Ltd. as all items are printed as per the customer's request and instruction from the files provided to Retro Active Arcade Ltd by the customer. As such, these errors and variations are not to be considered defects in the print.

    All acceptable and recommended specifications for printing can be found on the Vinyl Prints Page of our website.

    Arcade Machine Warranty Terms

    Arcade Machines manufactured by Retro Active Arcade Ltd. come with a 3 Year Warranty. This warranty excludes any physical or liquid damage to the machine. Any and all modifications including, but not limited to: DIY fixes, replacing wiring, components, or electronics, decal removal, t-mold replacement, etc that has not been expressly instructed by a Retro Active Arcade Ltd. representative will void any and all warranty on the machine. The 3 Year Warranty is not transferable between machines. The 3 Year Warranty will be considered null and void if the machine has been sold by the customer, thus it is not transferable to anyone that is not the original purchaser of the machine unless otherwise agreed upon and stated in writing by Retro Active Arcade Ltd.

    Retro Active Arcade Ltd. does not do in house calls for warranty, but will provide all instruction needed via phone or email. In the event the machine must return to Retro Active Arcade Ltd. for warranty fixes, shipping expenses will be the buyer's responsibility. Shop time is invoiced by the hour and is not included in the warranty.

    For troubleshooting purposes, the customer may need to have access to an ethernet cable connected to a router (hard-wire internet connection) in the event that the Arcade Machine has to be access by Retro Active Arcade remotely. The customer will also require a mouse and keyboard. Retro Active Arcade machines cannot be connected to the internet through Wi-Fi.

    ANY MACHINE THAT RETRO ACTIVE ARCADE LTD. HAS COMPLETED PRODUCTION ON AND HAS HELD FOR MORE THAN 7 DAYS DUE TO THE CUSTOMER BEING UNABLE TO RECEIVE IT, IS SUBJECT TO A $250.00 CAD STORAGE FEE PER MONTH UNLESS OTHERWISE AGREED UPON PRIOR.