TERMS & CONDITIONS
If you wish to return an item, simply call us on 01652 781668 and chat with one of our team who can check that you are using the product correctly and to assess if it needs to come back to us to have a look at. If the product you are returning is not faulty but unwanted, you must return it to us in a new, unused condition complete with all packaging intact and unmarked to qualify for a refund, as detailed below.
Faulty or Defective Items
If you need to return an item because it is defective or faulty (within the warranty periods defined in our terms), you must first inform us promptly after the fault has occurred. We may be able to offer troubleshooting advice in the first instance, but will most likely require the item to be returned to us within 14 days for inspection by our technicians. We reserve the right to ask you to post the item back to us - we will specify the service to use and in this instance would refund the cost of the postage (generally we request ParcelForce). If however an item is either collected from you at our expense or returned to us of your own accord and is found upon inspection not to be faulty, we will not refund any postage and will charge for the return collection, plus any redelivery charges to return the item to you. If a fault is found, we will repair the item free of charge providing that the product is within the warranty period, and the fault comes under the category of failure (not damage). At our discretion we will either repair the item, replace it, (or refund if appropriate). Bespoke items such as painted guns will only ever be repaired.
Change of Heart
Goods returned to us because of a change of heart or an error on our part must be unused and in perfect, re-saleable condition (including all product packaging, instructions, etc), otherwise we may not be able to refund you. You are responsible for any other service provided to you in connection with your purchase, e.g. carriage charges (both delivery & return). You must notify us in writing of the intent to return within 14 days of receiving the item. If you wish to return an item that has been with you longer than 14 days, we may as a gesture of goodwill accept it's return at our discretion, but the return will be subject to a 15% restocking fee from any refund amount given. We can not make any comment on your specific situation until the goods are returned to us for examination. When first trying out your new purchase, please do so somewhere clean and safe - we can't exchange or refund muddy, scratched, or worn items - or their damaged packaging.
Perishable & Consumable Goods
We are unable to accept returns of perishable goods unless the packaging is unopened and the seal remains intact. These goods include gas, pyrotechnics, lubricants and bb's.
Returning a Gift
Please note that refunds of the purchase price for items bought as gifts can only be given to the original purchaser. All gifts must be returned in the same manner as our category, "Change of Heart" above.
Missing Items or Items Damaged in Transit
All parcels should be throughly inspected on arrival for signs of damage. Any damaged or missing goods should then be reported to us immediately. If your parcel arrived damaged, you must sign the courier's delivery sheet or device as "damaged". Failure to do so will put the liability for any missing items on you.
When returning items to us, we cannot be held responsible for any items that have been sent in to us if they become lost or get damaged in transit. You are responsible as the shipper for returning the item(s) to us. We recommend sending the package by Recorded/Special Delivery or by a Courier and you are still responsible for the goods until they reach us.
Refunds, Replacements and Exchanges
When we refund money for returned items of any nature, please note that we will make the refund in the same manner as the original purchase. All refunds will be processed within 7 days of receipt of the goods, if they are approved for this action.
PRIVACY & SAFETY
Information We Hold About You
If you have bought something from us before we will have your postal address, phone number, and login information stored in our database. Credit Card information is not stored by us electronically, or at all for purchases completed wholly online. If you choose to deliver items to a third-party (such as a friend) we will have their name and address too. Your information is only used to help us deliver your parcel, verify your eligibility to purchase and to contact you directly. You may also optionally decide to receive our newsletter and special offer emails. You can opt-out of these at any time by unsubscribing.
We also maintain an order history of your purchases. This allows you and us to track your deliveries and review your past purchases to maintain warranties and so on. We also collect information of a general nature about how many 'hits' our website gets. And we monitor the site traffic patterns; this tells us which areas of the site are being visited more than others. It also helps us build a more useful site in subsequent re-designs. We don't however monitor individual users pathways through our site.
We NEVER exchange, sell or otherwise give away any of your contact information, including your email address, to other companies. Your email address is used only by yourself, for the purposes of logging into your account, and by us so that we can email you regarding your order and to update you with our newsletter (if you are a subscriber).
Who Else Sees Your Information
We may have to disclose some limited information to service suppliers to help complete your order. These parties include, where appropriate; our couriers, the postal service, customs, and any parties neccessary to validate your eligibility to purchase a realistic immitation.
By using our website you consent to us using the personal information that you have given, as outlined in this Policy. If you are worried about anything to do with our website, please phone us and we'll be glad to talk through any issues with you.