1Before you send anything back

1. Use our contact form and choose Returns as the enquiry type.
2. Include your order number (or the full name and address on the order), the item(s), the reason for the return (unwanted, faulty, incorrect item and so on) and whether you'd like a refund, repair or replacement.
3. We'll confirm the next steps and, for faulty or incorrect items, arrange the return for you.

Packing your return

• Pack items securely so they aren't damaged in transit.
• Write your order number clearly on the outside of the parcel.
• Include a note inside with your contact details, order number, the reason for the return and the outcome you'd like.
• Unless we've agreed otherwise, return items complete, with all original packaging, instructions and anything that came with them, such as batteries and chargers.

2Returning unwanted items

Under the Consumer Contracts Regulations 2013 you can cancel your order and return unwanted items within 14 days of receiving them.

• Items must be returned complete and in an "as new", resaleable condition, with all original packaging.
• You're responsible for the cost of returning unwanted items. You're free to choose how you send them, but we recommend a tracked and insured service, as we can't cover items lost or damaged on the way back to us. We're responsible for them once they arrive.
• Delivery charges: if you cancel your whole order, we'll also refund what you paid for delivery, up to the cost of our UK Standard delivery. If you chose a faster option such as UK Next Day, we'll refund up to the UK Standard price.
• If items come back incomplete, with damaged packaging or handled more than you'd need to inspect them, we may still be able to refund you, but we may make a deduction to cover what's missing or used, or offer a credit note instead.

Items we can't accept back as unwanted

• Eye protection that has been unsealed (goggles, glasses and similar): ballistic-rated eye protection is only guaranteed to meet its safety standard if it's unused, and once it has been taken out of its sealed packaging we can't verify whether it has been worn or impacted. For health protection reasons, unwanted eye protection can only be returned if it's still sealed in its original packaging.
• Items customised to your order, such as two-tone finishes or anything modified at your request.

This doesn't affect your right to return these items if they're faulty, not as described or not of satisfactory quality.

3Faulty, damaged or incorrect items

If an item arrives faulty, damaged or isn't what you ordered, contact us to arrange the return before posting anything. We'll email you a prepaid returns label to print and attach, so you can drop the parcel at a nearby courier point. If the parcel is too large, or there isn't a drop-off point near you, we may arrange a courier collection instead (any UK address, Monday to Friday excluding bank holidays, and someone will need to be in).

You're welcome to return items another way, but we may not be able to cover the cost if it wasn't agreed with us first.

Wrong item sent?

We'll arrange to get it back and either send the correct item or refund you, whichever you prefer.

4How long you're covered for faults

Once your return arrives we'll inspect it and keep you updated. This is normally completed within 14 working days, although more complex issues or busy periods can take longer. We'll always aim to finish within 30 days unless we agree otherwise with you.

• Within 30 days of deliveryUnless the fault is down to user error or misuse, you choose a refund, replacement or repair. If we repair or replace it, we'll cover the cost of sending it back to you.
• 30 days to 6 monthsUnless the fault is down to user error or misuse, we'll repair it free of charge and send it back to you.
• 6 to 12 monthsWe'll inspect it free of charge. If it has a manufacturing defect, we'll repair it free of charge.
• Over 12 months, or not coveredIf we can't confirm a manufacturing defect and you can't provide evidence of one, we may still be able to arrange a repair as a chargeable service. We'll always contact you to agree the cost before any work starts.

If an item can't be repaired, or a repair isn't cost-effective, we may offer a replacement or refund instead.

5What isn't covered

Faults caused by accident, neglect, misuse or normal wear and tear aren't covered, and we can't accept returns or issue refunds for them. We may still be able to help with a repair, but it may be chargeable. Examples include:

• Modifications: permanent alterations, upgrades, or taking a gun apart beyond normal cleaning and lubrication.
• Over-stripping: for gas guns, routine maintenance means splitting the slide and frame (or receiver), checking seals, cleaning and lubricating. Removing parts such as the trigger mechanism can cause damage. For electric guns, keep to basic cleaning, and leave gearbox work to a qualified airsoft technician.
• Poor-quality BBs: cheap BBs can break inside the gun or have seams and uneven weight. Please use good-quality BBs, such as the brands we stock.
• Incorrect batteries: using an 11.1V LiPo, a 10.8V NiMH/NiCd or anything higher in a gun that isn't specifically rated for it on our product page. This applies even if other sources say the gun is "11.1V ready".
• Incorrect charging: using the wrong type of charger, such as a LiPo charger on a NiMH battery, or the other way round.
• Accidental damage: dropping, knocks, mud, water or debris. Airsoft guns aren't built to the same standard as real firearms.
• Wrong tools: damaged screws, nuts or bolts from the wrong tools. Never use ball-headed Allen keys on airsoft equipment.
• Wrong lubricants: WD40, abrasive or mineral-oil-based lubricants. Use lubricants made for airsoft.

Free batteries and chargers included with guns

Some manufacturers include a battery and charger with a gun. These are usually basic, often with an EU 2-pin plug and no automatic cut-off, and we'd always recommend a separate quality battery and smart charger. As we don't sell them separately, we can't accept returns of these included items.

6Refunds

Refunds are always made to the original payment method, and to the person who placed the order. We can't refund to a different card, account or person.

Once a refund is agreed we normally process it straight away, and it should reach your account within 7 working days. At busy times it can take longer, but we'll always issue refunds within 14 days.

When a refund may not be available

• You knew the item was faulty when you bought it.
• You've damaged the item by trying to repair it yourself, or by having someone else do it (we may still offer a repair, replacement or partial refund).
• The item has been altered since you received it, by you or a third party.
• Non-faulty customised items, such as two-tone finishes.
• The item is returned by someone other than the original customer.
• Non-faulty items used more than needed to inspect them, as you would in a shop. A reduced refund may still be available, so please contact us to discuss it.

7Power (FPS) figures

Power figures (FPS) on our product pages are those supplied by the manufacturer or measured on a sample unit. Individual guns, and newer production runs, can vary. If a specific power level matters to you, for example to meet a site's limits, please contact us before ordering and we'll do our best to help.

8Warranties and your statutory rights

Some products come with a manufacturer's warranty, whose terms are set by the manufacturer. To use it, contact the manufacturer directly with your proof of purchase. Your rights under the Consumer Rights Act 2015 apply to anything you buy directly from On The Trigger Ltd, whatever the manufacturer offers. They don't apply to private sales between customers or to second-hand items bought from someone else.

This policy doesn't affect your statutory rights.