Return policy.

Last updated: September 9, 2026

This policy covers new cash ATMs and Bitcoin ATMs sold by Emerald ATM — including Nautilus Hyosung and Genmega cabinets quoted or purchased from the Buy ATMs catalog, an invoice, or a signed sales order.

These are commercial equipment sales to businesses. If a signed sales order, purchase agreement, or invoice states different return terms, that document controls.

What this policy does not cover

• Used or marketplace equipment on Used ATMs — sold as-is, with no unused return window.
• Event rentals and mobile ATM hire.
• Placement cabinets Emerald installs for a host (free, partnership, or ownership programs). Those remain under the placement agreement.
• Merchant processing, ATM processing, terminal management, or Emerald Pay.
• Repair parts quoted separately — those follow the parts or service quote.

Start with an RMA

Do not ship a cabinet back without a Return Merchandise Authorization. Call 800.420.6031 or contact sales. We need the order or invoice number, model and serial, the reason, and photos of the crate, cabinet, and any damage.

We email an RMA number and the ship-to address. Freight sent without an RMA may be refused.

14-day unused-equipment window

You may request a return of a new, unused, uninstalled cabinet within 14 calendar days of delivery when all of the following are true:

• Original packaging, manuals, keys, toppers, and accessories are complete.
• Cassettes, locks, and firmware match the shipped configuration.
• The cabinet has not been vaulted, installed through-wall, or put in service.

Approved unused returns are subject to a restocking fee of up to 20% of the equipment price(not including freight). Prepaid outbound freight is not refunded. Return freight is the buyer's cost unless we confirm a shipping or factory defect.

Not returnable except for defect

• Custom colors, wraps, toppers, through-wall kits, or other special-order builds.
• Cabinets configured to a site after Emerald's configuration review.
• Software licenses, processing enrollments, and lock or key changes.
• Opened, damaged, or incomplete shipments once delivery is signed — except a hidden defect reported promptly.

Damage and dead-on-arrival

If the crate arrives crushed or the cabinet fails on first power-up, photograph the freight, refuse a destroyed crate when you can, and call us the same business day. Confirmed DOA or freight-damage cases are handled as a replacement, repair, or credit — without a restocking fee.

After the 14-day window

Accepted equipment is covered by the manufacturer's warranty (Hyosung or Genmega, as applicable) and any Emerald service agreement you signed — not by this return window. For in-warranty service, see ATM Repair or call 800.420.6031.

Refunds

Credits issue to the original payment method after we inspect the return. Inspection and credit typically complete within 10 business days of arrival. Restocking and outbound-freight deductions appear on the credit memo.

Questions

14431 Ventura Blvd., Unit 562, Sherman Oaks, CA 91423. Phone 800.420.6031. Contact sales.