RETROCADE policies

Terms & Conditions

The terms that apply when you use RETROCADE.store or purchase standard, custom-built and specialist arcade products.

Last Updated: January 2026

Welcome to RetroCade.store. By using this website or purchasing from RetroCade, you agree to these Terms and Conditions. Please read them carefully before placing an order, especially for custom-built arcade and virtual pinball machines.

General

This website is operated by RetroCade (“we”, “our”, or “us”). “You”, “your”, and “customer” refer to the user, purchaser, or person placing an order.

By accessing this website or purchasing from us, you agree to these Terms and Conditions and our Privacy Policy. If you do not agree, please do not use this website or place an order.

Australian Consumer Law

Nothing in these Terms and Conditions excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. If a product or service fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation, or compensation depending on the circumstances and whether the failure is major or minor.

Customers are not entitled to a refund simply because they change their mind, found the item cheaper elsewhere, ordered incorrectly, or no longer want the product, unless we choose to offer one.

Custom Orders

RetroCade specialises in custom handmade arcade machines, virtual pinball machines, bartop arcades, and related products.

All custom products are handmade and take time to build. Build times vary depending on the product, parts availability, workload, and customer requirements. Estimated build times may vary from 2 weeks to 40 weeks.

Timescales can vary. This is just a guideline.

Customers do not need to constantly contact us during the build process.

We will update you via text or email on any information regarding the build.

We can not give a estimate on your build. all builds are custom made to order. Build times varies dependant on current orders and parts.

A 65% deposit is required upfront for custom orders unless otherwise agreed in writing. Production will not begin until the deposit has been received.

The remaining balance must be paid in full before shipping, delivery, or pickup.

Once production has started, custom orders cannot be cancelled or refunded for change of mind, incorrect choices supplied by the customer, or changes to the customer’s circumstances, except where required by Australian Consumer Law.

Customers must contact RetroCade before placing a custom order to confirm build details, lead time, specifications, and shipping requirements. Orders placed without prior contact may be delayed, placed on hold, or rejected.

Product Specifications

Product images, videos, descriptions, and examples are provided as a guide only. Because many products are handmade or custom-built, minor variations may occur.

The customer is responsible for checking that all requested specifications, colours, parts, artwork, cabinet sizes, controls, software requirements, and delivery details are correct before production begins.

Warranty

All machines include a 24-month return-to-base warranty from the date of purchase, unless otherwise stated.

This warranty covers manufacturing defects and component failure under normal use.

The customer is responsible for transport, freight, packaging, and insurance costs for return-to-base warranty claims unless otherwise required by law.

Warranty may be voided if the product has been modified, misused, damaged, exposed to liquid, affected by power surges, stored improperly, or repaired by an unauthorised person.

This warranty is provided in addition to any rights you may have under the Australian Consumer Law.

Shipping, Delivery, and Insurance

All machines must be insured before being shipped from our facility.

Shipping insurance is mandatory and is at the customer’s cost unless otherwise agreed in writing.

We may assist with arranging freight or insurance, but responsibility for delivery details, access requirements, and shipping information rests with the customer.

RetroCade is not responsible for loss or damage in transit where insurance has not been arranged, except where required by law.

Cancellations and Refunds and SSD Drives

Standard non-custom products may be eligible for a refund, repair, or replacement in accordance with Australian Consumer Law.

Custom-built products cannot be cancelled or refunded for change of mind once production has started, except where required by Australian Consumer Law.

Before any refund, repair, replacement, or warranty resolution is provided, RetroCade may need to inspect and assess the product.

Important Information – Virtual Pinball SSD Orders

Once an SSD has been opened, programmed, tested and our custom virtual pinball software has been written to the drive, it is considered a customised product and can no longer be sold as new. The drive is therefore deemed to be a refurbished/used customised item specifically prepared for your order.

For this reason, we do not offer refunds or returns for change of mind after programming has commenced. This policy forms part of our Terms & Conditions, which were accepted during checkout, and is also clearly stated within the product description on our website.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. If a product has a major fault or does not meet the consumer guarantees provided by law, your rights under the Australian Consumer Law will still apply.

To keep costs as low as possible, SSD drives are shipped via Australia Post Standard Mail without tracking. While the vast majority arrive without issue, occasionally parcels may be delayed or lost in transit, which is unfortunately beyond our control. If your SSD does not arrive, we are happy to send a replacement.

Please also note that there may occasionally be delays in dispatch due to worldwide SSD supply shortages and high demand from data centres. These supply chain delays are outside of our control, and we appreciate your patience should they occur.

Where appropriate, we may also provide you with a complimentary Virtual Pinball Download, giving you immediate access to the software while your physical SSD is in transit. This means you receive both a digital copy and a physical copy at no additional charge.

Pricing and Payment

All prices are in Australian dollars and include GST unless stated otherwise.

We reserve the right to change pricing at any time without notice.

Payments may be accepted by EFT, credit/debit card, or other approved payment methods.

Orders will not be dispatched, delivered, or released for pickup until full payment has been received and cleared.

Service Bookings, Rescheduling, and Cancellations

When booking a service call, the customer is responsible for providing accurate booking information, including date, time, location, contact details, access details, and fault information.

If a customer requests changes to a confirmed booking, RetroCade will make reasonable efforts to assist, but rescheduling is subject to availability.

Where a customer repeatedly changes, postpones, or reschedules a booking, RetroCade may refuse further changes and treat the booking as completed for the purpose of fees and charges.

No refund will be provided where the customer changes their mind, provides incorrect booking information, is unavailable at the agreed appointment time, repeatedly postpones the booking, or where RetroCade has already allocated technician time, travel, parts, or resources, except where required by Australian Consumer Law.

Intellectual Property

All content on RetroCade.store, including images, logos, text, layouts, graphics, and product designs, is owned by RetroCade or used with permission.

You may not copy, reproduce, distribute, or use our content without prior written permission.

Limitation of Liability

To the fullest extent permitted by law, RetroCade is not liable for indirect, incidental, special, or consequential loss, including loss of profits, data, business, or opportunity arising from the use of our website, products, or services.

Nothing in this section limits your rights under Australian Consumer Law.

Changes to These Terms

We may update these Terms and Conditions at any time. Continued use of this website or purchase of products after changes are published means you accept the updated Terms and Conditions.

Contact Information

For questions, orders, service bookings, or warranty support, please contact us:

International Orders – No Change-of-Mind Cancellations or Refunds

This section applies to all orders placed through RETROCADE for delivery to an address outside Australia, including the United States, United Kingdom, Europe, Thailand, Singapore, China, other parts of Asia, Africa and other international destinations accepted by RETROCADE.

By placing an international order through our website and completing checkout, you acknowledge and agree to these International Order Terms and Conditions.

International Orders Are Final

All international orders are considered final once the order has been placed and payment has been accepted.

RETROCADE does not provide refunds, cancellations, exchanges or store credits for international orders because of change of mind, ordering the incorrect product, no longer wanting the product, finding it cheaper elsewhere, manufacturer or supplier delays, back orders, international freight or customs delays, or delays caused by customs, postal, freight or local delivery services.

Some products are manufactured, imported, specially ordered or sourced from third-party manufacturers and suppliers. Stock availability may change without notice. An item shown as available may not be physically located at our Australian premises. Estimated dispatch and delivery dates are estimates only and are not guaranteed unless expressly agreed by RETROCADE in writing.

Back Orders and Supplier Delays

Where an item becomes back ordered or delayed after an international order has been placed, the order will remain active and will be supplied once stock becomes available. Manufacturer, supplier, freight and back-order delays do not create a change-of-mind cancellation right.

International Consumer Laws

International customers acknowledge that they are purchasing from an Australian business and that different consumer protection laws may apply. Nothing in these Terms and Conditions excludes, restricts or modifies any consumer right, guarantee or remedy that cannot lawfully be excluded. Where Australian Consumer Law or another mandatory law applies, these Terms operate subject to those rights.

Chargebacks and Payment Disputes

Customers must not initiate a chargeback merely because they have changed their mind, an item is awaiting stock, an order is being manufactured or sourced, or an international shipment has experienced a reasonable delay. Nothing in this clause prevents a customer from disputing an unauthorised transaction or pursuing any remedy available under applicable law.

Import Duties, Taxes and Customs

International customers are responsible for checking local import restrictions and paying customs duties, import taxes, VAT, GST, clearance fees, brokerage fees and other government charges imposed in the destination country unless RETROCADE expressly states otherwise.

Restricted Destinations

RETROCADE does not currently accept or fulfil orders for delivery to Russia. Orders submitted for destinations that RETROCADE does not service may be rejected or cancelled.

Acceptance of These Terms

By accepting our Terms and Conditions during checkout and completing an international purchase, you confirm that you have read, understood and accepted these International Order Terms and Conditions. They form part of your agreement with RETROCADE and should be read together with our general Terms and Conditions, Shipping Policy, Warranty Policy and Returns Policy.