Returns, Exchanges & Genuine Parts Policy
At Steltronic, we are committed to providing high-quality genuine replacement parts and exceptional customer service. Because many of our products are specialized electronic components, custom assemblies, and parts specific to individual bowling center installations, our return and exchange policy differs from that of a traditional retail store.
Pricing Information
Due to the many configurations of scoring systems, pinsetters, lane equipment, and bowling center requirements, prices displayed within the Steltronic eShop may be shown as $0.00 until the order has been reviewed by our parts department.
Once your request has been received, our team will verify the correct part number, compatibility, availability, and pricing before issuing a formal quotation or invoice. This process helps ensure that customers receive the correct replacement parts for their specific installation.
Return Eligibility
Returns must be requested within 30 days of the original shipment date.
To be eligible for a return, the item must:
-
Be unused and uninstalled.
-
Be in its original packaging.
-
Be free from damage, modification, or signs of use.
-
Include the original invoice or proof of purchase.
All returns require prior authorization from Steltronic before being shipped back.
Non-Returnable Items
The following items are generally not eligible for return:
-
Custom-built or special-order products.
-
Software licenses, software activation keys, and downloadable products.
-
Electrical assemblies that have been installed or modified.
-
Parts damaged due to improper installation, misuse, neglect, power surges, or environmental conditions.
-
Products returned without prior authorization.
Compatibility & Technical Assistance
Because bowling center equipment can vary greatly by manufacturer, model, and configuration, we strongly encourage customers to contact our technical support department before ordering if there is any uncertainty regarding part compatibility.
Steltronic is not responsible for incorrect parts ordered by the customer without prior compatibility verification.
Product Verification Requirements
Many Steltronic replacement parts are designed for specific hardware revisions, software versions, pinsetter interfaces, or bowling center configurations. To avoid delays and ensure proper operation, our technical support team may contact you to verify information before processing your order.
Verification may include:
-
Scoring system model and software version.
-
Lane computer or hardware revision.
-
Pinsetter manufacturer and model.
-
Bowling center configuration.
-
Serial numbers of existing equipment.
-
Photographs of installed components.
Our goal is to ensure that every part shipped is compatible with your equipment and ready for installation upon arrival.
Exchanges for Defective Products
If a product arrives damaged or is determined to be defective under warranty, Steltronic may repair, replace, or exchange the item at our discretion.
If you believe a part is defective:
-
Contact Steltronic Technical Support.
-
Provide the part number, serial number (if applicable), and a description of the issue.
-
Follow any troubleshooting steps provided by our support team.
Many issues can be resolved without returning the product.
Refunds
Once a returned item is received and inspected, we will notify you of the approval or denial of your refund request.
Approved refunds will be processed to the original payment method. Processing times may vary depending on your financial institution.
Original shipping charges are non-refundable unless the return is the result of a Steltronic shipping error.
Core Exchange Program
Certain products may be sold through a core exchange program. In these cases, customers may be required to return the original component in exchange for a replacement unit.
Returned cores must be complete and reasonably repairable. Additional charges may apply if the returned core is missing major components or has been extensively damaged.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to a Steltronic error or an approved warranty claim.
We recommend using a trackable shipping service and appropriate insurance for higher-value items. Steltronic cannot be responsible for returned items lost or damaged during transit.
Warranty Service
Most genuine Steltronic replacement parts are covered by our standard warranty policy. Warranty coverage does not include damage caused by improper installation, misuse, unauthorized repairs, accidents, power fluctuations, environmental conditions, or normal wear and tear.
Please contact Steltronic Technical Support for warranty assistance before returning any product.
Need Assistance?
If you have questions regarding returns, exchanges, warranty service, pricing, or part compatibility, please contact Steltronic Technical Support.
Steltronic North America
3205 Pomona Blvd.
Pomona, CA 91768 USA
Phone: (909) 971-9656
Email: info@steltronicusa.com