Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging, including all foam pieces or other packaging inserts. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at support@polycade.com.

If your return request is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Note that we may charge for return shipping depending on your request and order history with us.

Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at support@polycade.com.


Damaged packaging upon delivery
If the packaging for an item is damaged when you receive it, take extensive photos of the damage before unboxing anything, as these will be used in a shipping insurance claim. This is particularly important for freight shipments (arcade machines or the stand).

 

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned:

  • Digital products such as games
  • Gift Cards
  • Bar Stools
  • Magnetic Decals
  • Custom products

Returning any product that includes a computer (i.e. an arcade machine), requires an additional $150 restocking fee since we will have to fully reinstall the operating system due to security risks. 

Returning any product that ships by freight (examples: Polycade Sente, Polycade Stand) will be subject to the following:

  • $200 restocking fee. Unfortunately, inspecting and resetting these products requires two people, in addition to a complex repackaging process.
  • You are responsible for paying the actual shipping cost in both directions. This figure is likely to be $1,000 - $2,000 in total. If you move forward with a return, shipping receipts are provided upon request.
    • When shipping from our warehouse to the customer, Polycade charges a flat rate of $250, but the actual shipping cost is anywhere from $250 to $800 or more when shipping from our warehouse to a customer.
    • When shipping from the customer to the warehouse, shipping fees are generally 3x the cost, for example $1,400. 

Exchanges
Exchanges follow the same rules as other returns.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@polycade.com.