Delivery

General Conditions

The prices and sales conditions are for informational purposes only and may be modified based on market fluctuations. However, placing an order by completing the purchase form implies agreement with the offered price and the general sales conditions in effect at that time. Once the order is formalized, the purchase will be considered legally binding, with all legal guarantees protecting the purchasing consumer, and from that moment on, the prices and conditions will be contractual and may not be modified without the express agreement of both parties. Spanish will be the language used to formalize the contract. The electronic document in which the contract is formalized will be stored and the user will have access to it in their client area.

The customer will have 48 hours to check the integrity of all order components and to verify that all items included are correct. After this 48-hour period, the shipment will be considered accepted, and no claims for damage or missing items will be accepted. An order is considered delivered once the delivery receipt has been signed by the customer.

If a product is received damaged during transport, it is recommended to contact us within the first 24 hours so that the incident can be claimed with the shipping company. Similarly, the customer is required to report the damage to the shipping company.

Delivery times may depend on the availability of each product, which is indicated on each product page. For orders that include multiple items, a single shipment will be made, and the delivery time will correspond to the item with the longest delivery time.

Shipments to mainland Spain and Portugal

The contracted courier service is NACEX, and delivery times range between 24 and 48 hours. Under no circumstances can Arcade Express SL guarantee these delivery times, although we strive to ensure that the shipping companies meet them whenever possible. No deliveries will be made on weekends or holidays, and delivery within 24 hours cannot be guaranteed in rural areas far from urban centers.

Shipments to Ceuta, Melilla, and the Canary Islands

Arcade Express ships to Ceuta, Melilla, and the Canary Islands via Certified Mail or Paquetería Azul. Delivery times will depend on the option chosen. For these destinations, it is mandatory to provide a National Identity Document (DNI) or passport number.

IMPORTANT: Purchases destined for these regions are exempt from VAT. However, they are subject to customs charges once the order reaches its destination. These charges are not managed by Arcade Express SL and are entirely outside our control. All procedures related to the payment of these fees will be handled directly between the shipping company and the customer. If the customer refuses to pay these charges, return costs will apply and must be fully covered by the customer.

International Shipping

Arcade Express SL carries out international shipments to both EU and non-EU countries. Delivery times for these shipments will depend on the service selected and the delivery region. Under no circumstances can Arcade Express SL guarantee the estimated delivery times provided by the shipping carrier, although we strive to ensure these are met whenever possible.

IMPORTANT: Purchases made from outside the European Union are exempt from VAT. However, these orders may be subject to customs duties and local taxes in the destination country, which are entirely outside of Arcade Express SL’s control and are not handled by our store.

The payment process for these customs fees will be managed directly between the shipping carrier and the customer, once the package arrives in the destination country. The shipping carrier will contact the customer to coordinate this process before delivering the package.

If the customer refuses to pay the customs charges, the package will be returned to the sender. All costs incurred from this return (including transport fees, return customs fees, or any other associated charges) will be borne by the customer.

Payment Methods

Arcade Express accepts the following payment methods:

  • Bank transfer (no fee): Orders will not be prepared until the transfer has been confirmed. Transfer receipts or copies will not be accepted as proof of payment. If the transfer is not confirmed within 3 days, the order will be cancelled.

  • PayPal (with commission).

  • Credit/debit card (no fee).

  • Sequra: Deferred payment with no interest.

Returns and Refunds

All products purchased from Arcade Express SL may be returned and refunded, provided the customer notifies their intention to return the product(s) within a maximum of 14 calendar days from the delivery date, and the following conditions are met.

Return conditions for individual customers

Returns will not be accepted for the following products, as stated in Royal Legislative Decree 1/2007, of November 16:

  • Services that have been fully performed with the prior express consent of the customer, acknowledging the loss of their right of withdrawal once fully executed.

  • Goods or services whose price depends on financial market fluctuations beyond the seller’s control.

  • Customized or made-to-order goods, such as custom-built computers.

  • Perishable or quickly expiring goods.

  • Sealed goods not suitable for return for health or hygiene reasons, once unsealed.

  • Goods that have been opened after delivery and cannot be resold.

  • Goods that have been inseparably mixed with other items.

  • Sealed audio, video recordings, or software that have been unsealed by the customer.

  • Digital content not provided on a physical medium once download has begun with the customer's express consent, acknowledging the loss of the right of withdrawal.

Refunds must include all amounts paid, including any shipping fees. The refund will be issued using the same payment method used in the original purchase.

Exclusions from the right of withdrawal

Software products, including digital downloads and physical media with preinstalled software (CDs, DVDs, Blu-Rays, microSD cards), are excluded from the right of withdrawal. In these cases, exchanges will only be accepted for a new identical item if the physical media has a manufacturing defect.

Conditions for return acceptance

Arcade Express SL will only accept returns that meet the following requirements:

  • The product must be in the same condition as delivered, with original packaging, labels, and seals intact.

  • The return must be made using the original shipping box. If unavailable, the customer must use appropriate protective packaging to ensure the product arrives in perfect condition.

  • The return must be made using a tracked shipping method (e.g., certified mail or courier).

Return Procedure

To ensure proper handling and tracking, Arcade Express SL sets out the following mandatory return procedure:

  1. Submit the return request within 14 calendar days of product receipt. The customer must log in to their account on the website, select the product(s) to return, state the reason, and request RMA authorization.

  2. Once approved, Arcade Express SL will provide the customer with the return instructions and shipping address via their user account.

  3. Inform Arcade Express SL of the courier used, tracking number, and expected delivery date.

  4. The returned product must reach Arcade Express SL within 14 calendar days of the return request.

Return Shipping Costs

If the return is due to an error by Arcade Express SL (defective product, shipping error, etc.) and the customer is a final consumer, return shipping costs will be covered by Arcade Express SL.

In all other cases (withdrawal, change of mind, correctly delivered items), the return shipping costs will be borne by the customer.

Inspections and Additional Conditions

Before authorizing the return, Arcade Express SL may request photos of the product’s condition, packaging, and seals.

Upon receipt of the returned item, Arcade Express SL will inspect it:

  • If the product shows signs of use, broken seals, or any condition preventing it from being resold as NEW, Arcade Express SL reserves the right to apply a depreciation of up to 30% of the original value.

  • If the return is due to a claimed defect but the issue cannot be reproduced or is not covered by warranty, or if damage due to misuse is detected, the product will be returned to the customer, who must pay return shipping costs (€12.00 VAT included).

  • If the product is returned without all original accessories, Arcade Express SL may deduct the market value of the missing items from the refund.

Returns of Promotional Products or Bundles

The full package must be returned (main product + gift) to qualify for a refund. For products with downloadable game codes, the code must not have been used. If it has, the game's value will be deducted from the refund.

Refund After Return

Refunds for returned products will correspond to the value of the returned items.

Important: Arcade Express SL reserves the right to issue a partial refund if the returned items show signs of use or damage, as specified in the return policy.

For partial returns or cancellations, the refund will only apply to the returned or cancelled items.

Once the returned product is received and inspected, the refund will be processed using the same payment method as the original order, within approximately 5–7 business days.

If the customer selected a premium shipping method (e.g., express delivery), only the cost equivalent to the most economical available shipping method at the time of purchase will be refunded.

Return Policy for Resellers and Businesses

For business clients or self-employed professionals, according to Article 3 of Royal Legislative Decree 1/2007, the right of withdrawal does not apply. Therefore:

  • Arcade Express SL reserves the right to reject returns based on withdrawal.

  • If accepted, the client must cover all return shipping costs.

Additional conditions for business returns:

  • Only unopened products in perfect condition will be accepted, within 30 calendar days of delivery.

  • Extended return periods offered on the website do not apply to resellers. The maximum return period is always 30 days from delivery.

  • Returns by resellers are treated as commercial returns and are governed exclusively by Arcade Express SL’s policies.

Returns will not be accepted for:

  • Blister-packed, heat-sealed, or factory-sealed products that have been opened or tampered with.

Note: These conditions do not affect or limit the legal warranty rights for defective products.

Arcade Express SL reserves the right to deny any return if, upon inspection, it detects:

  • Anomalies

  • Tampering

  • Misuse

  • Damage unrelated to manufacturing

Order Cancellation

Arcade Express SL accepts order cancellations as long as the request is made before the order has been shipped and we are able to process it in time.

To request a cancellation, use our contact form in the Customer Service section of the website.

Important: Once the order has been shipped, it cannot be cancelled, even if the cancellation request was submitted beforehand. In that case, the customer must wait to receive the order and proceed with a return following our return policy.

Applicable Law and Jurisdiction

These Terms of Use are governed by Spanish and European legislation regarding electronic contracting and consumer protection.

Specifically, the following apply:

  • Royal Legislative Decree 1/2007, of November 16, approving the consolidated text of the General Law for the Protection of Consumers and Users.

  • Law 34/2002, of July 11, on Information Society Services and Electronic Commerce (LSSI-CE).

  • Directive 2011/83/EU of the European Parliament and of the Council of October 25, 2011, on consumer rights.

For the resolution of any dispute or conflict arising from the interpretation or application of these Terms of Use, both parties agree to submit to the jurisdiction of the courts of Granada, expressly waiving any other jurisdiction, unless otherwise required by applicable law.

Online Dispute Resolution

If you believe your consumer rights have been violated, you may file a complaint with your local Consumer Information Office (OMIC) or use the European Commission’s Online Dispute Resolution platform, in accordance with Regulation (EU) No 524/2013.

This platform is available at:
https://ec.europa.eu/consumers/odr