We want you to love your pinball machine as much as we love curating and delivering them. While we stand behind every machine we sell, we understand that sometimes things don’t go quite as planned. This policy explains how returns, exchanges, and refunds work at Bally Gaming Systems.
If you ever have a question about your order, please don’t hesitate to reach out—our team is here to help.
Return Eligibility
We accept returns on most machines and products under the following conditions:
- Return request must be made within 14 days of the delivery date.
- The product must be in its original condition, including all parts, accessories, and packaging.
- Machines that have been customized, altered, or damaged after delivery are not eligible for return.
- Certain items, like clearance products or custom-made orders, may be non-refundable and will be clearly marked at the time of purchase.
If your item was damaged during shipping or arrived with a defect, please notify us within 48 hours of delivery so we can file a claim and resolve it quickly.
How to Start a Return
To begin a return, simply contact us by email or phone with the following information:
- Your full name and order number
- The item(s) you’d like to return
- The reason for the return (optional but helpful)
- Photos of the item if damaged or defective
Once approved, we’ll provide detailed instructions on how to return the product. Please do not send anything back without contacting us first.
Return Shipping
- Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.
- For large items like pinball machines, we’ll help coordinate the freight return, but associated costs (including re-crating, if needed) will be deducted from your refund.
- Original shipping charges are non-refundable, unless the return is due to an error on our part.
If you’re unsure whether your item qualifies for return, reach out to us. We’re happy to clarify and offer support options.
Refunds
Once your return is received and inspected, we’ll send you an email to notify you of the approval or rejection of your refund.
- Approved refunds will be processed to your original payment method within 3–5 business days.
- In some cases, a restocking fee (typically 05–10%) may apply, especially for opened or high-value machines. This will be discussed with you in advance.
If you haven’t received your refund within a reasonable timeframe, check with your bank or card provider first, then contact us and we’ll help investigate.
Exchanges and Store Credit
In some situations, especially for gently used or undamaged returns, we may offer store credit or an exchange instead of a refund. This can be a great option if you’re looking to upgrade or switch to another model. Just ask—our team will work with you to find the best fit.
Damaged or Defective Items
If your item arrives damaged or not working properly, please notify us within 48 hours of receiving the shipment. Include clear photos and a brief description of the issue. We’ll evaluate the situation and provide options for:
- Replacement parts
- Repair instructions or technician support
- Full or partial refund, if necessary
- Return and exchange
We want every machine to arrive ready to play—and we’ll make it right if something’s off.
At Bally Gaming Systems, we want you to be thrilled with your Gaming machine—whether it’s a vintage classic or a brand-new centerpiece for your game room. We know buying arcade equipment is a big investment, and our goal is to make sure you feel confident every step of the way.
This Refund & Returns Policy outlines how we handle returns, refunds, and exchanges so there are no surprises—just smooth, honest service.
1. Our Promise to You
We carefully inspect, test, and prepare every machine before it leaves our hands. Whether it’s brand-new, refurbished, or custom-restored, we aim to deliver pinball machines that are fully functional and ready to play right out of the box. If something’s not right, we’re here to make it right.
2. Return Eligibility
Due to the size, weight, and specialized nature of pinball machines, we’re not able to accept general returns based on preference or change of mind. However, if your machine arrives damaged, defective, or significantly different from what was described, we’ll work quickly to resolve the issue—either through a repair, replacement, or refund depending on the situation.
To be eligible for return or refund consideration:
- You must report the issue within 14 days of receiving your machine.
- The item must be in the same condition you received it (i.e., not tampered with or modified).
- You’ll need to provide clear photos of the issue and packaging for our support team.
Each case is reviewed individually, and our top priority is finding the best solution for you.
3. Custom & Limited Edition Machines
Custom-built or limited-edition machines are considered final sale, as they are made to order and may include personalized configurations. That said, we still stand by the quality of every machine and will assist with repair or parts replacement if there’s a verified issue upon delivery.
4. Shipping Damage
If your machine was damaged during shipping, don’t worry—we’ve got your back. Please inspect the item carefully upon delivery, and if you notice any visible damage, notify the delivery driver and take clear photos of the box and the machine itself.
Then contact us immediately at info@pinballgames.eu or call us at +1(302)-316-4846 so we can start the claims process and resolve the issue fast.
We insure every shipment, so you’re covered.
5. Refund Process
If a refund is approved, it will be processed to your original payment method within 3–5 business days. Depending on your bank or credit card provider, it may take additional time for the funds to appear in your account.
If your item needs to be returned, we’ll coordinate shipping with you. In some cases, restocking or return shipping fees may apply, but we’ll always communicate those details clearly and fairly ahead of time.
Questions? We’re Here to Help
CONTACT INFORMATION
Phone: +1 302-316-4846
Email: info@pinballgames.eu
Address: 1131 N Dupont Hwy, Dover, DE 19901, United States
