Returns & Cancellations

Phantom Arcades builds every machine to order. A cabinet is cut, wrapped, wired and tested for one customer, to that customer’s own specification and artwork. Nothing is taken from a shelf, and a finished machine cannot be sold to anyone else.

Finished machines are not returnable

Because each machine is custom made per order, we do not accept returns, exchanges or refunds on a completed build. This applies to the cabinet, its artwork and the game package configured for it.

What is covered instead

Not returnable does not mean unsupported. Every machine carries the same standard cover:

• Five years parts and labor. If something fails in normal use within the first five years, we repair or replace it at no charge to you.
• Lifetime support. Call or email us about your machine for as long as you own it.
• Damage in transit. If your machine arrives damaged, tell us within 7 days of delivery, with photographs, and we will put it right. Keep the crate and packaging until the machine has been inspected.
• Wrong or missing items. If what arrives does not match your agreed order, we correct it at our cost.

Changing or cancelling before we build

An order is agreed in writing by quote and invoice before any work starts. Talk to us as early as you can if something needs to change: before materials are cut and artwork is printed, most changes are straightforward. Once fabrication and printing have begun, the work already done cannot be undone, and the deposit and cancellation terms stated on your quote and invoice apply.

How to reach us

Email dennis@phantomarcades.com or use the contact page. Have your order or invoice number to hand, and send photographs if you are reporting damage.

This page describes our returns position. The full terms of any purchase — price, deposit, build time, delivery and warranty — are those stated on your quote and invoice, and those govern if anything differs. See also our Terms & ConditionsReturns.