Tell us
Send your order number and details of the issue.
Returns & faulty goods
Clear support when something goes wrong
Our arcade machines are carefully built and tested before dispatch. If your order arrives damaged, develops a fault or needs to be returned, this page explains what to do.
48-hour request for visible transit damage
Five-year qualifying domestic RTB parts cover
Reasonable evidence may be requested
Start here
Contact us before returning anything
Email help@arcadegeeks.co.uk with your order number, a clear description of the issue and supporting photographs or video. We will review the information and provide the correct next step or return authorisation.
Show us
Include clear photographs or video where relevant.
We assess
Our team will diagnose the issue and confirm the remedy.
Return safely
Use the instructions and authorisation we provide.
Cancellation rights
Change-of-mind returns
Every machine is custom-made
All Arcade Geeks machines are manufactured to the customer’s selected specification. This includes the chosen cabinet format, artwork or theme, controls, colours, trim and games configuration.
Because each machine is made specifically for its customer and is not supplied as a standard off-the-shelf product, there is no change-of-mind return right. Any cancellation request made before production begins is considered only at our discretion and may be subject to reasonable costs already incurred.
Please confirm your choices carefully
Check all specifications, dimensions, access requirements, artwork and optional upgrades before placing your order. Where an artwork proof is supplied, production will proceed using the approved design.
If you need to request a change, contact us immediately. We cannot guarantee that changes will be possible after materials have been ordered or production has begun.
Consumer protection
Faulty goods
Tell us as soon as possible
If your machine develops a problem, email us with your order number, a precise description and clear photographs or video. We may require reasonable diagnostic checks, system information, return of the affected part or inspection of the machine before determining whether a manufacturing fault exists and what remedy, if any, is appropriate.
First 30 days
If goods do not conform to the contract, consumers may have a short-term right to reject them under the Consumer Rights Act 2015, subject to the Act’s conditions and exclusions.
Repair or replacement
Depending on the circumstances, the appropriate remedy may be repair or replacement. This will be provided within a reasonable time and without significant inconvenience where the law requires.
Later remedies
If repair or replacement is impossible, unsuccessful or not completed as required, consumers may be entitled to a price reduction or final right to reject, subject to the Consumer Rights Act 2015.
Every claim is assessed on its facts. A refund is not automatic. Where a qualifying fault is established, the available remedy will depend on the nature of the fault, the age and condition of the machine, previous remedies and the applicable law. We may repair or replace before any refund becomes available where legally permitted.
Claim protection
Assessment and exclusions
Evidence and inspection
We may compare the claim with approved specifications, production records, photographs, test results, courier records and diagnostic information. Goods or parts may need to be returned for inspection before a claim is accepted.
Damage is not a manufacturing fault
Warranty cover does not apply to accidental or deliberate damage, misuse, neglect, liquid ingress, impact, unsuitable power supply, unauthorised repair or alteration, incorrect installation, normal wear and tear or faults caused by third-party equipment.
False or misleading claims
We reserve the right to reject claims that are unsupported, materially inconsistent with the evidence or found to involve customer-caused damage. Evidence relating to suspected fraud or deliberate damage may be retained and referred to the payment provider, insurer or appropriate authority.
Damage on arrival
Transit damage
Please inspect the packaging and machine when delivery arrives. If there is obvious serious damage, refuse delivery or clearly record the damage with the courier where reasonably possible.
Report visible damage within 48 hours
This allows us to investigate quickly and meet courier claim deadlines. Please keep every part of the original packaging until the matter is resolved.
- Photographs of every side of the outer packaging
- Clear close-ups of the damaged area
- Shipping labels attached to the packaging and fully legible
- Photographs of the internal packaging and complete machine
Transit claims are assessed using the timing of the report, packaging condition, photographs, shipping labels, courier scans and delivery records. Missing packaging, delayed reporting or incomplete evidence may prevent us from establishing that damage occurred in transit and may affect the outcome.
Useful distinctions
What is and is not a fault
Hardware faults
Issues involving buttons, joysticks, monitors, power supplies or games boards will be assessed according to the circumstances, age and condition of the machine and the applicable warranty.
Games and controls
Some driving, simulator or specialist games may require controls that a standard joystick-and-button cabinet does not have, such as a steering wheel. Expected incompatibility caused by absent specialist controls is not a hardware fault.
We may provide reasonable remote setup assistance during the first 30 days. This assistance does not create a warranty covering games, emulators, third-party software, compatibility or customer configuration changes. Hardware protection is governed separately by the applicable warranty.
Parts support
Return-to-base warranty procedure
Domestic parts warranty only
The five-year cover consists of a one-year manufacturer’s warranty plus a four-year extended promotional warranty. It applies only to qualifying new machines purchased directly from Arcade Geeks by the original purchaser and used privately within mainland UK. It is parts-only return-to-base cover, not an onsite repair, labour or callout service.
- Contact us first. We will assess the fault and issue a Return Merchandise Authorisation where a return is required.
- Return only the item requested. This will usually be the affected part rather than the complete machine.
- Package it securely. Use a tracked service and retain proof of postage.
- We inspect and resolve it. An approved replacement may be new or professionally refurbished and carries the remaining warranty period.
- Return the faulty original. If a replacement is supplied in advance, the faulty component remains Arcade Geeks’ property and must be returned within 14 days or the replacement cost may be charged.
No unarranged in-person returns
Returns cannot be accepted in person without prior written authorisation. All returns must follow the instructions provided by our support team.
Authorised returns address
Arcade GeeksUnit 6 Llewellyn Close
Barracks Road Trading Estate
Stourport-on-Severn
Worcestershire
DY13 9RH
Do not send goods to this address until we have confirmed the return.
Your statutory rights remain unaffected.
Need assistance?
Let our support team help
Send your order number and complete evidence of the issue so we can assess the claim and confirm the appropriate next step.