Shipping Damage Replacement Policy

Overview

At AtGames, we strive to provide high-quality and affordable home arcade products to our valued customers. We understand that issues with your new device may arise, and we want to ensure a fair and transparent replacement process. This policy outlines the criteria for qualifying for a full replacement of an AtGames home arcade product due to shipping damage.

Eligibility for Replacement

To be eligible for a full replacement, the following conditions must be met: 

    1. Reporting Period: All damage claims must be submitted via customer support ticket within 72 hours of delivery. It is important to note that if a claim is not submitted within this specified 72-hour timeframe, AtGames will not be obligated to provide compensation or replacements. However, we will make every effort to work with you to resolve your issue.
    2. Manufacturing Defects: If your arcade product exhibits manufacturing defects that affect its functionality and the issue cannot be resolved with a replacement part, you then qualify for a replacement. Examples may include, but are not limited to, missing screw holes, misaligned structural pieces, faulty screens, or internal hardware issues.
    3. Structural Integrity: Damage that significantly compromises the structural integrity of the device qualifies for a replacement. This includes severe cracks, broken frames, or damage affecting stability.
    4. Functional Issues: Arcade products with non-repairable functional issues, such as a malfunctioning motherboard or irreparable software glitches, are eligible for replacement.
    5. Major Cosmetic Damage: While major cosmetic damage affects the appearance of the product, it does not compromise functionality and AtGames will offer compensation as an alternative option should you choose not to go through the replacement process. Examples of major cosmetic damages may include, but are not limited to, significant scratches, dents, dings, trim peeling, decal peeling, or paint chipping.

     

    Eligibility for Replacement Non- Qualifying Situations 

    The following scenarios do not qualify for a full replacement:

    1. Minor Cosmetic Damage: Superficial scratches, scuffs, or minor dents that do not impact functionality fall under cosmetic damage. These do not warrant a full replacement, however, AtGames may offer some form of compensation at the discretion of the support team.
    2. User-Induced Damage: Damage caused by user mishandling, accidents, or negligence (e.g., dropping the device, spilling liquids, or intentional damage) is not covered by our replacement policy.
    3. Normal Wear and Tear: Over time, arcade products may show signs of wear due to regular use. Normal wear and tear, such as minor fading or light scratches, are not eligible for a full replacement.

    Replacement Process 

    If you believe your arcade product qualifies for replacement, follow these steps:

    1. Contact Customer Support: Reach out to our customer support team via our contact form at https://www.atgames.net/arcades/contact/. Please provide details about the issue, including photos of both the damage to the device and the shipping container(s) if possible. These photos are essential to assist us with filing damage claims with our carrier.
    2. Assessment: Our support team will assess your replacement eligibility based on the provided information and to qualify for a full replacement of the device you MUST be in possession of your original packaging materials for a period of 30 days. If your claim has met all eligibility requirements, we will initiate the replacement process.
    3. Return and Replacement: In most cases, you will need to return the defective product. Your agent will provide a pre-paid return label and guide you through the process. Once the return label has received a drop-off scan indicating that they are in possession of the device, we will ship a replacement unit to you promptly and your agent will provide you with replacement tracking information when it becomes available.

     

    Important Notes 

    • Warranty Period: Replacement eligibility depends on the warranty period. Refer to your product documentation for warranty details.
    • Proof of Purchase: A valid proof of purchase (receipt, invoice, or order confirmation) is required for replacement claims.

     

    Remember that our goal is to ensure your complete satisfaction with our amazing and affordable home arcade products. If you have any questions or need assistance, please don’t hesitate to contact our support team.

    Thank you for choosing AtGames!

    Please note that this policy is subject to change, and we recommend checking our official website at https://www.atgames.net/ for the most up-to-date information.

    2024 AtGames of America Inc.