Return & Refund Policy
Last Updated: July 2026
At Retro Arcade Games, we aim to provide clear and transparent return and refund terms for every customer. This policy explains which products are eligible for return, the applicable return period, acceptable reasons for returns, return shipping responsibilities, and how approved refunds are processed.
1. 30-Day Return Window
Eligible products may be returned within 30 calendar days from the date of delivery.
To be eligible for a standard return, the following conditions must be met:
The return request must be submitted within 30 days of delivery.
The product must be unused and in its original condition.
The product must be returned with its original packaging and included accessories, where applicable.
The customer must contact Retro Arcade Games and receive return instructions before sending the product back.
Products that do not meet these conditions may not qualify for a standard return.
2. Acceptable Reasons for Return
Eligible products may be returned for reasons including:
The customer has changed their mind.
The product is unused and no longer wanted.
The customer received an incorrect product.
The product arrived damaged.
The product is defective or does not function as expected.
For products that are damaged, defective, or incorrectly supplied, please contact us as soon as possible after delivery so we can review the issue and determine the appropriate resolution.
3. Personalized and Engraved Products
Personalized or engraved products are custom-made for the customer and cannot be returned or refunded due to a change of mind.
However, a personalized or engraved product may qualify for a replacement or refund if it arrives:
Damaged
Defective
Incorrectly personalized or engraved
Different from the product ordered
Please contact us within 30 days of delivery and provide clear photographs and details of the issue.
4. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery.
To help us review your request, please provide:
Order number
Clear photographs of the product
Photographs of the packaging, when relevant
A brief description of the problem
After reviewing the information, we will determine the appropriate resolution, which may include a replacement or refund.
For approved claims involving damaged, defective, or incorrect products, Retro Arcade Games will provide the applicable resolution without charging the customer for the return shipping associated with the approved claim.
5. Return Shipping Costs
For eligible returns due to change of mind or other customer preference, the customer is responsible for the return shipping costs.
For an approved return involving a damaged, defective, or incorrect product, Retro Arcade Games will cover the applicable return shipping costs or provide appropriate return instructions.
Customers should not send a product back without contacting us first.
6. How to Request a Return
To request a return, contact our customer support team before sending the product.
Please provide:
Order Number: Your original order number
Reason for Return: A brief explanation of why you are requesting the return
Product Information: The product name or relevant order details
Photos: Required when reporting damage, defects, or incorrect items
After reviewing your request, we will provide the applicable return instructions if the product qualifies.
7. Refund Process
Once an eligible return has been received and reviewed, we will notify you regarding the status of your refund.
Approved refunds are issued to the original payment method used for the purchase.
Refunds are typically processed within 5–7 business days after the return or refund has been approved. The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.
8. Exchanges and Replacements
Where appropriate, Retro Arcade Games may provide a replacement or exchange instead of a refund, particularly when an item arrives damaged, defective, incorrectly supplied, or incorrectly personalized.
The available resolution will depend on the circumstances of the order and product availability.
9. Order Cancellations
Cancellation requests must be submitted before an order enters processing or production.
Because orders may begin processing shortly after purchase, cancellation requests are not guaranteed.
Once an order has been processed or shipped, it cannot be cancelled. After shipment, the order may instead be subject to the applicable return terms described in this policy.
10. Shipping Delays
Estimated delivery times are provided in our Shipping Policy. Delays caused by carriers, severe weather, holidays, transportation disruptions, or other circumstances outside our control may occur.
A shipping delay by itself does not automatically qualify an order for a refund.
If an order has not yet been dispatched, customers may contact us to request cancellation. We will review the request based on the order’s current processing status.
If an order has already shipped, customers should wait for delivery and contact us if the product arrives damaged, defective, incorrect, or otherwise qualifies for a return under this policy.
11. Lost Packages
If tracking information indicates that a package has not been delivered and there has been no meaningful tracking update for an extended period, please contact us so we can investigate the shipment with the carrier.
We will review the circumstances and, where appropriate, arrange a replacement or refund in accordance with the applicable circumstances and carrier investigation.
12. Delivered but Missing Packages
If the carrier’s tracking information shows that your order was delivered but you cannot locate the package, we recommend:
Checking with household members or others at the delivery address.
Checking around the property and with nearby neighbors where appropriate.
Contacting the shipping carrier to confirm the delivery details.
Contacting Retro Arcade Games so we can assist with the next steps.
We will review the available delivery and tracking information and assist where possible.
13. Non-Returnable Items
The following products are not eligible for return due to a change of mind or customer preference:
Personalized products
Engraved products
Custom-made products
These products may still qualify for a replacement or refund if they arrive damaged, defective, incorrectly personalized, incorrectly engraved, or materially different from the order placed.
14. Policy Limitations
A return request does not automatically guarantee approval. Products must meet the applicable eligibility requirements described in this policy.
Retro Arcade Games reserves the right to review each return, replacement, or refund request based on the product condition, order information, and circumstances of the request.
15. Contact Us
For questions regarding returns, refunds, replacements, or cancellations, please contact:
Retro Arcade Games
Address: 502 Maynard Ave S, Seattle, WA 98104, United States
Phone: +1 (360) 428-9268
Email: sales@retroarcadegames.us
Business Hours: Monday–Sunday, 9:00 AM–6:00 PM PST
For additional information, please review our Shipping Policy, Privacy Policy, and Terms & Conditions.