Return & Refund Policy
At Pinball Base, we want you to be satisfied with your purchase. This Return, Refund & Exchange Policy applies to pinball machines and arcade games purchased through our website.
This policy operates alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot legally be excluded.
Australian Consumer Law
Pinball Base complies with the Australian Consumer Law.
Our products come with consumer guarantees that cannot be excluded under Australian law.
Depending on the circumstances, you may be entitled to:
- A refund or replacement for a major failure.
- A repair or replacement for a failure that does not amount to a major failure.
- Compensation for reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee.
For a major failure, you can generally choose between a refund and a replacement. For a minor failure, Pinball Base may be able to repair the product within a reasonable time. If the issue cannot be remedied appropriately, further remedies may be available.
Our voluntary return and exchange policy does not limit your statutory consumer rights.
Change-of-Mind Returns
Pinball Base offers a 30-day change-of-mind return period for eligible pinball machines and arcade games.
To qualify for a change-of-mind return:
- You must contact us within 30 days of receiving your order.
- The product must be returned in substantially the same condition in which it was delivered.
- The product must not have been damaged through misuse, neglect, unauthorised modification, or improper installation.
- All included accessories, cables, keys, controllers, manuals, components, and other items should be returned where reasonably possible.
- The product may be inspected before a change-of-mind refund is approved.
Pinball Base will cover return freight costs for eligible change-of-mind returns, provided the product meets the conditions of this policy. Please contact us before arranging transportation so we can coordinate the return.
Change-of-mind returns are separate from your rights under the Australian Consumer Law.
Product Exchanges
Pinball Base accepts requests to exchange eligible pinball machines and arcade games, subject to this policy and the availability of the requested replacement product.
To request an exchange:
- Contact us within 30 days of receiving your order.
- Ensure the product is returned in substantially the same condition in which it was delivered.
- Include the accessories and components supplied with the original product, where reasonably possible.
- Contact us before arranging return freight so we can confirm the exchange arrangements.
We will confirm whether the requested replacement product is available and explain the exchange process before you return the original product.
Any applicable price difference, refund, additional payment, or delivery arrangements will be discussed with you before the exchange is finalised.
Pinball Base will cover return freight costs for eligible change-of-mind exchanges that meet the conditions of this policy.
If a product is faulty, defective, damaged on arrival, or incorrectly supplied, the matter will be handled in accordance with the Australian Consumer Law. Your statutory rights are not restricted by this voluntary exchange policy.
Faulty or Defective Products
If your pinball machine or arcade game develops a fault, is defective, or does not meet the consumer guarantees under Australian law, please contact Pinball Base as soon as reasonably possible.
Please provide your order number, a description of the issue, and photographs or video where relevant.
Depending on the nature and severity of the problem, an appropriate remedy may include:
- Repair.
- Replacement.
- Refund.
- Another remedy available under the Australian Consumer Law.
For a major failure, you may generally choose between a refund and replacement. For a minor failure, we may arrange a repair within a reasonable time. If the failure cannot be remedied appropriately, additional remedies may become available.
Where required under Australian Consumer Law, Pinball Base will arrange or cover reasonable transportation costs associated with providing the applicable remedy.
Products Damaged During Delivery
Pinball machines and arcade games are large and heavy products that may require specialist freight services.
If your product arrives damaged, please:
- Photograph the external packaging before opening it, where possible.
- Photograph any visible damage to the product.
- Contact Pinball Base as soon as reasonably possible.
- Provide your order number and relevant photographs or video.
- Keep the original packaging until we advise you otherwise.
We will assess the reported damage and determine the appropriate next steps in accordance with your consumer rights.
Where required under Australian Consumer Law, Pinball Base will arrange or cover reasonable transportation costs associated with the applicable remedy.
Incorrect or Missing Items
If you receive the wrong pinball machine or arcade game, or your order is missing components or accessories, please contact us promptly.
We will investigate the issue and, where appropriate, arrange for the correct product or missing items to be supplied.
If an incorrectly supplied product needs to be returned, we will provide instructions for arranging the return.
Any applicable remedy and return freight arrangements will be handled in accordance with Australian Consumer Law.
Return Freight Costs
Change-of-Mind Returns and Exchanges
For eligible change-of-mind returns and exchanges that meet this policy, Pinball Base will cover the return freight costs. Customers will not be charged return shipping fees for these eligible requests.
Please contact us before arranging transportation, as pinball machines and arcade games may require specialist handling and freight services.
Faulty, Damaged, or Incorrectly Supplied Products
Where a product is faulty, defective, damaged on arrival, or incorrectly supplied, Pinball Base will arrange or cover reasonable return transportation costs where required under Australian Consumer Law.
We will explain the applicable return arrangements before transportation is organised.
Damage Caused by the Customer
A voluntary change-of-mind return or exchange may be refused if the product does not meet the eligibility requirements of this policy, including where its condition has been affected by:
- Misuse or abuse.
- Accidental damage occurring after delivery.
- Unauthorised modifications.
- Incorrect installation.
- Improper electrical connection.
- Failure to follow operating instructions.
- Unauthorised repairs.
- Damage beyond normal wear and tear.
This section does not remove or restrict any rights or remedies available under Australian Consumer Law. Each claim will be assessed according to the circumstances and applicable legal requirements.
Refunds
Where you are entitled to a refund, Pinball Base will generally process it using the original payment method.
Once a refund has been approved and processed, please allow approximately 5–10 business days for the funds to appear in your account. Actual processing times may vary depending on your bank or payment provider.
For eligible change-of-mind returns, refunds will be processed in accordance with this policy. Refunds arising from faulty products or other consumer guarantee claims will be handled in accordance with Australian Consumer Law.
Our 30-day change-of-mind period does not restrict any statutory refund rights you may have.
Warranty
Any manufacturer’s warranty or additional warranty supplied with a pinball machine or arcade game is provided in addition to your rights under Australian Consumer Law.
A manufacturer’s warranty does not replace or remove your statutory consumer guarantees.
For information about the warranty applicable to your machine, please refer to the product documentation or contact Pinball Base.
How to Request a Return, Exchange, Repair, or Refund
To request a return, exchange, repair, replacement, or refund, please contact Pinball Base before sending or transporting a product.
Please provide the following information:
- Full name.
- Order number.
- Date of purchase.
- Product name or model.
- Description of the problem or reason for the request.
- Photographs or video, where applicable.
Our team will review your request and explain the appropriate next steps, including any applicable return instructions and transportation arrangements.
Your Consumer Rights Do Not Automatically Expire After 30 Days
The 30-day change-of-mind return and exchange period is a voluntary policy offered by Pinball Base. It does not mean your rights under Australian Consumer Law expire after 30 days.
Consumer guarantees apply for a reasonable period, depending on factors such as the product’s nature, price, representations made about it, and expected lifespan.
If your pinball machine or arcade game fails to meet a consumer guarantee, you may have rights to a remedy even after the voluntary 30-day period has ended.
Contact Pinball Base
For questions about returns, refunds, exchanges, delivery, warranties, or consumer guarantees, please contact us using the details below.
Business: Pinball Base
Phone: +61 (2) 7989-4531
Email: info@pinballbase.com
Address: Unit 1/26–28 Winchcombe Ct, Mitchell ACT 2911, Australia
Business hours:
- Monday–Friday: 8:00 AM–5:00 PM
- Saturday–Sunday: Closed
We are happy to assist with your enquiry and explain the next steps.
Thank you for choosing Pinball Base.