Refund and Returns Policy

Return & Refund Policy

Effective Date: July 4, 2025

At PinballHive, we stand behind the quality of our machines and strive to ensure you’re completely satisfied with your purchase. Because our products are large, custom, or specialty items, all sales are final — except in cases of damage or defect, as described below.

Eligibility for Return or Refund

We accept return or refund requests only under the following conditions:

  • You must contact us within 30 days of receiving your item to report any issues.

  • The item must be defective, damaged during delivery, or significantly not as described.

  • The machine must not have been misused, modified, moved, or repaired by an unauthorized party.

  • We may request photo or video proof of the issue to assess eligibility before approving a return or sending a replacement part.

If your machine meets the conditions above, we will work with you to:

  • Provide a replacement part,

  • Schedule a technician visit (covered under our One-Year Limited Warranty, if within terms), or

  • Issue a partial or full refund where a repair or replacement is not feasible.

What’s Not Covered

We do not accept returns or offer refunds for:

  • Change of mind after delivery.

  • Damage caused by abuse, misuse, modification, or unauthorized repair or relocation.

  • Machines delivered over 30 days ago.

  • Products explicitly marked “as is” or sold as final sale.

  • Cosmetic imperfections that do not affect gameplay or function.

Return Process

If your return is approved:

  • We’ll provide a Return Merchandise Authorization (RMA) and instructions for return or service.

  • Machines must be returned in their original packaging or in a secure, agreed-upon manner.

  • You may be responsible for return shipping costs unless otherwise specified.

Refunds, if issued, will be processed back to your original payment method. Please allow up to 7–10 business days for the refund to appear.

Contact Us

To initiate a return or report an issue, please reach out within 30 days of receiving your machine:

📧 Email: sales@pinballhive.com
📍 Subject: “Return Request – [Order Number]”

Important Note

This Return & Refund Policy is designed to work in harmony with our One-Year Limited Warranty. If your issue involves a part failure, setup issue, or operational defect, it may be better addressed under warranty — which includes free part replacement and labor for the first service visit within 30 days.