Return & Refund Policy

f you are unsatisfied with your purchase, you can request a return or exchange within 30 days from the date you receive the item. Any request after 30 days will not be accepted.

This policy applies only to purchases made on www.unico-usa.com. If you purchased through an authorized dealer or marketplace, please follow their return policy.

Please always contact us first at support@unico-usa.com before sending anything back.

1. Return & Exchange Conditions

To be eligible for a return or exchange, all of the following conditions must be met:

  • You contact us within 30 days from the date you receive the item.

  • Items must be in good working condition and may show only light signs of handling that do not affect our ability to resell them.

  • Products must be returned with all original packaging, foam inserts, manuals and accessories. The outer shipping carton and inner protection must be kept in usable condition.

  • You provide the order number and proof of purchase.

  • You use a trackable shipping method for the return.

Items returned without prior authorization will not be accepted.

2. Non-Returnable Items

The following are not eligible for return or refund:

  • Items marked “Final Sale”, clearance items, or gift cards.

  • Products damaged or lost due to improper installation, misuse, unauthorized modification, accident, or neglect after delivery.

  • Products that are heavily used, severely damaged, or missing major components and cannot be resold.

Your statutory rights under applicable consumer laws are not affected.

3. Order Cancellations

  • Orders can be cancelled before shipment for a full refund.

  • Once an order has shipped, cancellation is no longer possible. If you no longer want the product, your request will be handled as a return after shipment, and the fees in Sections 4 and 5 will apply.

4. Who Pays the Shipping Costs?

Shipping costs for returns depend on the reason for return and the shipping/tax terms of your region, as defined in our Shipping & Delivery Policy.

4.1 Returns Due to UNICO Error or Quality Issues

If the return is due to our mistake, such as:

  • We shipped the wrong item or model,

  • The product arrives with a major functional defect, or

  • There is serious shipping damage that affects normal use,

then:

  • We will provide a full refund or free replacement, and

  • We will cover reasonable round-trip shipping costs for the return or replacement,

  • No depreciation / restocking fee will be charged.

Photo or video evidence of the issue and the packaging may be required so we can properly assess the case and improve our quality control.

4.2 Returns for Customer Reasons (Change of Mind, Wrong Model, etc.)

Customer-reason returns include (but are not limited to):

  • “I don’t like / don’t want it anymore”,

  • Ordered the wrong model, color, or quantity,

  • Refused delivery for reasons unrelated to damage or quality,

  • Ordered by mistake but the order has already shipped.

In these cases, shipping costs are handled differently depending on whether your original order included free shipping or a separate shipping fee at checkout:

(A) Regions Without Free Shipping (Shipping Fee Charged at Checkout)

These are destinations where the product price does not include shipping, and a shipping fee is charged separately at checkout – for example:

  • United States (price excludes tax and shipping; both may be charged separately),

  • Canada, Australia, New Zealand (price includes tax, but shipping is not included and is paid at checkout).

For these regions:

  • The original shipping fee you paid at checkout is non-refundable, even if you return or refuse the shipment.

  • If you return the product for non-quality reasons, you are also responsible for the return shipping cost:

    • You may arrange your own insured, trackable return shipment, or

    • Request a prepaid return label or pickup from UNICO. In that case, the actual return freight charged by the carrier will be deducted from your refund (for large arcade cabinets and monitors this is typically around US$200 per unit, depending on the destination and carrier).

In other words, for non-quality returns from these regions:

  • We will deduct the shipping fee we received for the original delivery, and

  • You also bear the return shipping cost (if we advance it, it will be deducted from your refund).

(B) Regions With Tax-Inclusive Free Shipping

These are destinations where the product price includes both tax and standard shipping, and you did not pay a separate shipping fee at checkout – for example (not an exhaustive list):

  • EU countries such as Germany, France, Spain, Italy, Netherlands, Austria, Belgium, Poland,

  • Other EU destinations such as Portugal, Denmark, Sweden, Finland, Northern Ireland,

  • Switzerland,

  • Japan,

  • United Kingdom.

Even though you did not pay a separate shipping fee, UNICO still pays the freight cost to the carrier on your behalf.

For non-quality returns from these tax-inclusive free-shipping regions, we charge a shipping & handling fee to cover the actual freight cost. For large items like Nova Blast cabinets and Phoenix monitors, the typical fees are as follows:

Shipping & handling for non-quality returns from tax-inclusive free-shipping regions
(large products such as arcade cabinets and monitors)


Region (tax & shipping included) If order shipped but not received
(refused / recall)		 If order delivered and then returned
Main EU countries
(e.g. Germany, France, Spain, Italy, Netherlands, Austria, Belgium, Poland) 		Around €200 per unit deducted from your refund to cover the outbound freight we paid to the carrier. Around €200 per unit outbound freight
+ approximately €200 per unit return freight (if we arrange the return shipment)
+ any applicable depreciation / restocking fee (see Section 5).
Other EU destinations and remote areas
(e.g. Portugal, Denmark, Sweden, Finland, Northern Ireland and other remote areas/islands) 		Up to €300 per unit deducted from your refund to cover higher outbound freight costs. Up to €300 per unit outbound freight
+ up to €300 per unit return freight (if we arrange the return shipment)
+ any applicable depreciation / restocking fee (see Section 5).
Switzerland, United Kingdom, Japan Typically around €200 per unit (or the equivalent amount in local currency) deducted from your refund to cover the outbound freight we paid. Typically around €200 per unit outbound freight
+ approximately the same amount for return freight (if we arrange the return shipment)
+ any applicable depreciation / restocking fee (see Section 5).

Exact amounts may vary depending on your specific address, carrier surcharges and product type. Our customer service team will confirm the applicable fees with you before you decide whether to proceed with a return.
For smaller products and accessories, shipping & handling fees may be lower and will be quoted on a case-by-case basis.

5. Depreciation / Restocking for Non-Quality Returns

For non-quality returns (Sections 4.2(A) and 4.2(B)) where the product has already been delivered and is being sent back, a depreciation / restocking fee may apply based on the condition of the returned item:

  • New & unopened (factory-sealed, outer box intact):
    A 10% restocking fee of the product price will be deducted.

  • Opened but lightly used and in resellable condition:
    A 20% depreciation fee of the product price will be deducted.

  • Visible wear, missing parts or damaged packaging:
    We may either reject the return or offer a partial refund at our sole discretion, depending on inspection results.

These fees are in addition to any outbound and return shipping costs described in Section 4.

6. General Return Process

To ensure your return is processed smoothly:

  1. Submit a request
    Email support@unico-usa.com with your order number, a description of the issue and clear photos or videos of the product and packaging.

  2. Return authorization
    Our customer service team will review your request within 3 business days and confirm whether the return is approved, along with:

    • the return address,

    • the applicable shipping, handling and depreciation fees, and

    • whether we will provide a prepaid label or you should arrange your own shipment.

  3. Ship the product back
    After approval, send the item using a trackable, insured shipping method. If we have provided a prepaid label, please use it as instructed. Items returned without authorization will not be accepted.

  4. Inspection & processing
    Once your return is received, we will inspect the product within 3–5 business days to confirm its condition and calculate the final refundable amount.

  5. Refund or replacement
    After inspection, we will either:

    • ship a replacement (for exchanges), or

    • issue a refund to your original payment method (for returns).

7. Refund Timing

  • After your return is inspected and approved, your refund (minus any applicable shipping, handling and depreciation fees) will be processed within 2–3 business days to your original payment method.

  • Banks and credit card companies may require additional time to post the refund to your account.

  • If you have not received the refund after 10 business days from our confirmation, please:

    1. Check with your bank or card issuer, then

    2. Contact us at support@unico-usa.com with your order details.

Important:

  • Original shipping charges paid by you at checkout are non-refundable for customer-reason returns.

  • For tax-inclusive free-shipping orders, the shipping & handling fees listed in Section 4.2(B) represent the freight cost we paid to the carrier and are also non-refundable in customer-reason returns.

  • For returns caused by UNICO shipping the wrong item or a confirmed quality problem, we will cover reasonable round-trip shipping and will not charge depreciation fees.

8. Contact Us

If you have any questions about this Return & Refund Policy or need help with a specific order, please contact:

UNICO USA INC
Address: 401 Ryland St, Ste 200a, Reno, NV 89502, USA
Phone: +1 913-565-2984
Email: support@unico-usa.com
Office hours: Mon–Fri, 9:00 AM – 6:00 PM PST