Refund policy

Returns

You may request a return within 30 days of receiving your item. This policy is part of our Terms of Sale.

To be eligible, the item must be:

  • Unused and in the condition you received it
  • In its original packaging, including all foam pieces and packaging inserts
  • Complete, with all components included
  • Accompanied by a receipt or proof of purchase

Starting a return. Email support@polycade.com. If we approve your request, we'll send a return shipping label and instructions on how and where to ship your item. Depending on the request and your order history, we may charge you for return shipping. We will not accept items sent back without an approved return request.

Cancelling Before Shipment

You can cancel any order without customizations at any time before it ships, for a full refund with no restocking fee. Custom orders can be cancelled before shipment only if we have pushed back the delivery estimate, or if we agree otherwise. To cancel, email support@polycade.com.

Restocking Fees and Freight Return Costs

Some products carry fees when returned. These fees apply to ordinary returns, not warranty claims. Fees are combined when more than one applies; for example, an arcade machine includes a computer and ships by freight, so both fees apply.

Product type

Restocking fee

Why

Any product that includes a computer, such as an arcade machine

$150

We fully reinstall the operating system on every returned computer for security.

Any product shipped by freight, such as the Polycade Sente or Sente Stand

$200

Inspection and reset take two people and a complex repackaging process.

Freight shipping costs. For freight returns, you also pay the actual shipping cost in both directions, which typically totals $1,000–$2,000. That includes the outbound shipment: our $250 flat rate covers only part of its actual cost. Return freight usually costs more than outbound freight. Shipping receipts are available on request.

Non-Returnable Items

The following items cannot be returned. They remain covered by the warranty if defective.

  • Digital products, such as games
  • Gift cards
  • Bar stools
  • Magnetic decals
  • Custom products

Damaged, Missing or Wrong Items on Delivery

Please inspect your order as soon as it arrives. You must report damaged, missing, or incorrect items to support@polycade.com within 21 days of delivery, as required by our Terms of Sale. We are not responsible for issues reported after that.

Damaged packaging. If the packaging is damaged when it arrives, take thorough photos of the damage before unboxing anything. We use these photos for the shipping insurance claim. This is especially important for freight shipments, such as arcade machines and stands.

Defective Products and Warranty Claims

Defective products are handled under our one-year Limited Warranty, not this Return Policy. Warranty claims carry no restocking fees. Our Warranty Policy explains what is covered (including the 21-day deadline to report visible enclosure defects), how to make a claim, freight repair-in-place, and how to pack a warranty return. To start a claim, email support@polycade.com.

Refunds, Exchanges and EU Orders

Refunds. We'll email you once we've received and inspected your return to tell you whether it's approved. Approved refunds go back to your original payment method within 10 business days, minus any fees above. Your bank or card issuer may take additional time to post it. If 15 business days pass after approval without a refund, contact support@polycade.com.

Exchanges. Exchanges follow the same rules as returns.

European Union orders. If your order ships to the European Union, you may cancel or return it within 14 days of delivery for any reason, without giving a justification. The item must be unused, in its original packaging, and accompanied by proof of purchase.