Return & Refund Policy

At Pinball Base, we want you to be completely satisfied with your purchase. This Refund & Returns 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 that cannot legally be excluded.

1. Australian Consumer Law

Pinball Base complies with the Australian Consumer Law.

Our products come with guarantees that cannot be excluded under Australian law.

You may be entitled to a replacement or refund for a major failure, as well as compensation for reasonably foreseeable loss or damage. You may also be entitled to have a product repaired or replaced where it fails to meet the consumer guarantees and the failure does not amount to a major failure.

Our voluntary return policy does not limit these statutory rights.

2. Change-of-Mind Returns

Pinball Base offers a 30-day change-of-mind return period for eligible pinball machines and arcade games.

To qualify:

* 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, modification, or improper installation.
* All accessories, cables, keys, controllers, manuals, components, and other included items should be returned where reasonably possible.
* The product may be inspected before a change-of-mind refund is approved.
* Reasonable return freight costs for a change-of-mind return may be the responsibility of the customer.

Change-of-mind returns are separate from your rights under the Australian Consumer Law.

3. Faulty or Defective Products

If your pinball machine or arcade game develops a fault or does not meet the consumer guarantees under Australian law, please contact us as soon as reasonably possible.

Depending on the nature of the problem, Pinball Base may provide an appropriate remedy, including:

* 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 repair the product within a reasonable time. If the problem cannot be remedied appropriately, additional remedies may become available.

4. Damaged During Delivery

Pinball machines and arcade games are large and heavy products and may be transported using specialist freight services.

If your product arrives damaged:

1. Take photographs of the external packaging before opening it, where possible.
2. Photograph any damage to the product.
3. Contact Pinball Base as soon as reasonably possible.
4. Provide your order number and photographs or video showing the damage.
5. Keep the original packaging until we advise you otherwise.

We will assess the damage and determine the appropriate remedy.

Where required under Australian Consumer Law, Pinball Base will arrange or pay reasonable transportation costs associated with returning faulty or damaged products.

5. 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 the incorrect product needs to be returned, we will provide return instructions.

6. Refunds

Where you are entitled to a refund, Pinball Base will generally process the refund 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.

Our 30-day change-of-mind policy does not restrict any refund rights you have under the Australian Consumer Law.

7. Return Freight

Change-of-mind returns

For an eligible change-of-mind return, the customer may be responsible for reasonable return freight costs.

Because pinball machines and arcade games can be large and heavy, return freight costs may be significant. Please contact us before arranging transportation.

Faulty, damaged or incorrectly supplied products

Where a product is faulty, defective, damaged on arrival, or incorrectly supplied and Australian Consumer Law requires us to provide a remedy, Pinball Base will arrange or reimburse reasonable return transportation costs as applicable.

8. Damage Caused by the Customer

A return or refund may not be available for damage caused by:

* Misuse or abuse
* Accidental damage occurring after delivery
* Unauthorised modifications
* Incorrect installation
* Improper electrical connection
* Failure to follow operating instructions
* Unauthorised repairs
* Normal wear and tear

This does not affect any rights you may have under the Australian Consumer Law.

9. Warranty

Any manufacturer’s warranty or additional warranty supplied with a pinball machine or arcade game is provided in addition to your rights under the Australian Consumer Law.

A manufacturer’s warranty does not replace or remove your statutory consumer guarantees.

10. How to Request a Return or Refund

To request a return, repair, replacement, or refund, please contact Pinball Base using the contact details provided on our website.

Please provide:

* Full name
* Order number
* Date of purchase
* Product name/model
* Description of the problem or reason for return
* Photographs or video where applicable

Our customer service team will review your request and provide the appropriate next steps.

11. Consumer Rights Do Not Automatically Expire After 30 Days

Our 30-day change-of-mind period does not mean your Australian Consumer Law rights expire after 30 days.

Consumer guarantees apply for a reasonable period depending on circumstances including the nature, price, and expected lifespan of the product.

For return, refund, repair, replacement, warranty, or consumer guarantee enquiries, please contact our customer support team using the contact information provided on our website.

Questions?

Our team is here to help with any shipping or delivery questions:

• Company: Pinball Base
• Phone: +61283108052
• Email: info@pinballbase.com
• Hours: 08:00 am – 05:00 pm
• Location: Australia