Cancellation Policy

Last Updated: August 12, 2026

Under the UK Consumer Contracts Regulations, you have the right to cancel most orders within 14 days of delivery. This policy explains your cancellation rights and the procedures involved.

Your Right to Cancel

Cancellation period. You have 14 days from the date you receive your order to cancel. This period applies to all distance purchases (online orders) made with Red 1 Airsoft.

How the 14-day period works. The period starts on the day you receive your order or take possession of it, and ends 14 days later. Weekends and bank holidays count towards the 14 days, and you must notify us before 11:59 PM on day 14. For example, if you receive an order on a Monday, you have until the following Sunday at 11:59 PM to cancel.

Extended cancellation. Change of mind is 14 days from delivery (your statutory right). Defective items may be returnable for up to 30 days, and manufacturing defects for up to 12 months (see our Returns & Refunds Policy).

Exceptions — When You Cannot Cancel

Events and bookings: gameday and event bookings (see our Event Booking Policy), private event rentals, and tournament registrations.

Services: equipment rental, customization services once work has started, and repair services once work has started.

Products: customized or personalized items, items made to your order specification, and gift cards or digital products.

Used items: airsoft guns that have been used or fired, protective gear that has been worn (hygiene), items showing signs of wear or use, and items with seals broken (except for damage checking).

Partially consumed products: opened or used ammunition (BBs, gas cartridges), opened or used batteries, opened lubricants, oils or consumables, and any product where package integrity is compromised.

Safety reasons: used protective equipment, and weapons or items that have been handled and pose safety or liability issues.

Items You Can Cancel

You can cancel unused airsoft guns (if unopened or only inspected), unused accessories such as optics, rails and grips, unused protective gear (sealed), unused ammunition (sealed), unused batteries (sealed), unused clothing and tactical gear, and unused books, manuals or guides.

Partial use cancellations. Limited use cases may be accepted if all of these conditions are met: the item was used minimally (checked or tested only), the original packaging is mostly intact, the item is returned with its original contents, and there is no obvious wear or damage. A restocking fee of 10-20% may apply.

How to Cancel Your Order

Step 1: Notify us. Email us within 14 days of delivery at shopify@red1airsoft.com, including your order number, a clear statement that you wish to cancel the order, the reason for cancellation (optional), and your name and contact details.

Step 2: Wait for our response. We will respond within 2-3 business days. We may ask clarifying questions about the condition of the item, and we will provide return instructions and the correct return address.

Important: do not send items back to our registered office or shop address. Returns are not accepted at these addresses. You must contact us first so we can issue a Return Merchandise Authorization (RMA) number and confirm where to send your item.

If we don't respond. If we do not respond within 14 days, your cancellation is accepted by default, you have the right to return the item, and you should contact us for return instructions.

Before You Cancel

Check the item's condition first. Is the item actually defective? If so, a return or warranty claim may serve you better. What condition is it in? Used items may not be cancellable. Do you still have the original packaging? That makes returns easier. And what is your reason? It affects refund eligibility.

Cancellation vs. returns. Cancellation covers a change of mind within 14 days, and you pay return shipping. A return covers a defective or damaged item, or our error, and we may pay return shipping. If your item is defective, contact us about a return instead — it may save you money.

Events are different. Events have a separate policy. See our Event Booking Policy for event cancellations, event refunds, and rescheduling options.

After You Request Cancellation

Inspection and acceptance. We will confirm receipt of your cancellation request, may ask about the item's condition, and will decide whether the cancellation is valid. Average response time is 2-3 business days.

Return procedure. Once your cancellation is accepted we will provide the return address and an RMA number, and you arrange return shipping. Use tracked shipping and keep your receipt.

Timeline summary. Day 1: you send your cancellation email. Days 2-3: we respond and approve. Days 4-14: you package and ship the item back. Days 15-21: we receive and inspect the item. Days 22-28: we process your refund. Typically the whole process takes around four weeks from cancellation request to refund received.

Return Condition Requirements

Items must be unused (except for damage inspection), in original packaging where practical, complete with all parts and accessories, clean with no dirt, stains or odours, and undamaged apart from normal shipping wear.

What "unused" means. The package can be opened, the item can be taken out and inspected for damage, and it can be lightly handled — but it should not be put into service or used.

What violates "unused". An airsoft gun that has been fired or tested, protective gear worn for protection, batteries charged or used, gas cartridges opened, an item exposed to weather or the elements, or clear signs of use such as scratches and dents.

If the item shows signs of use the return may still be accepted, but a restocking fee of 10-20% of the price may apply. For example, returning a £100 item with signs of use would give a refund of £80-90.

Refunds After Cancellation

What gets refunded: the product purchase price in full, and the original shipping cost if the item was defective or the error was ours.

What is not refunded: your return shipping costs in most cases, customs or import duties on international orders, and any applicable restocking fees.

Example 1 — change of mind. Product price £100, shipping you paid £8, your return shipping cost £5. You receive £100 (product only) and pay the £5 return shipping yourself.

Example 2 — wrong size sent. Product price £80, shipping you paid £6. Return shipping is free because the error was ours. You receive £86 (product plus shipping) and pay nothing.

Example 3 — used item return. Product price £150 with signs of use, restocking fee 15%, return shipping free under a warranty claim. You receive £127.50 and pay nothing.

Refund method. Refunds are credited to your original payment method: credit or debit card 5-10 business days, PayPal 2-3 business days, bank transfer 5-10 business days. Your bank may take an additional 1-2 days to show the refund.

Processing timeline. Item received on day 1, inspection days 1-3, refund processed days 3-5, refund in your account days 5-15.

Returning Your Item

Packaging. Use the original packaging if available, wrap well to prevent damage, include your RMA number inside the package, and label it clearly with the return address we provide.

Shipping method. Choose tracked shipping. Royal Mail Special Delivery (£8-15, 1-2 days) is recommended; Royal Mail 1st Class (£3-8, 2-3 days) and 2nd Class (£2-4, 3-5 days) are also available, as are other couriers such as UPS and Parcelforce. Use tracked shipping so you have proof of delivery.

Return address. We will confirm the correct return address in our cancellation acceptance email. Please do not send items to our registered office or shop address — returns sent without contacting us first cannot be accepted.

Proof of return. Keep your tracking number, your receipt showing the delivery date, and (optionally but helpfully) photos of the packaged item.

Special Circumstances

Item defective on arrival. A better option than cancellation: contact us within 48 hours and request a return or replacement under warranty. We pay return shipping and you get a full refund with no restocking fee. By comparison, cancelling means you pay return shipping, may face a restocking fee, and face a longer timeline.

Wrong item received. Contact us immediately and request a return of the wrong item and dispatch of the correct one. We pay return shipping and there is no restocking fee.

Damaged in shipping. Document the damage with photos and contact us within 48 hours. We claim under shipping insurance and arrange a free return with a replacement or refund.

Change of mind. This is cancellation's main purpose. Use this process, pay return shipping, and your product refund is usually processed within 14 days.

Events & Services — Different Rules

Event bookings cannot be cancelled. See our Event Booking Policy for event cancellation procedures, refund exceptions, rescheduling options, and weather or safety cancellations by us.

Customization services. Before work starts you can cancel for a full refund. Work in progress may be cancelled with a partial refund. Completed work is not refundable, though you can request revised work.

Repair services. Before work starts, cancelling gives a full refund. Once work has started you may be charged for labour. A completed repair is not refundable.

Cancellation for Online Marketplaces

If you bought via Amazon, eBay or another third-party platform, follow that platform's cancellation and return policy and contact their customer service — their rules may differ from ours, including different timeframes and fees. Contact Red 1 Airsoft at shopify@red1airsoft.com if you need support.

Complaints If Cancellation Is Denied

If we deny your cancellation we will explain why (for example, the item is not returnable). You can dispute the decision by contacting us at shopify@red1airsoft.com with your explanation.

Escalation process. First response: cancellation approved or denied within 2-3 days. If denied, you can request a manager review within 5-7 days. If still unresolved, external dispute resolution is available.

External support: Citizens Advice Consumer Service (www.citizensadvice.org.uk), Ombudsman Services (www.ombudsman.org.uk), and Trading Standards (www.tradingstandards.uk).

Consumer Rights & Legal Notes

This policy is based on the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. You have legal rights that cannot be taken away, including the right to cancel distance purchases within 14 days, the right to goods of satisfactory quality, the right to goods that are fit for purpose, and the right to goods as described.

The 14-day cooling off period cannot be waived for non-customized goods. Your rights are protected by law, not just by company policy.

Contact Information

For cancellation questions, contact Red 1 Airsoft Limited at shopify@red1airsoft.com or 07466045268. Response time is 2-3 business days, Monday to Friday, 9 AM - 5 PM (GMT).

Frequently Asked Questions

Can I cancel an event booking? No — see our Event Booking Policy. Events have a different cancellation policy.

What if I cancel but don't return the item? We may charge you for the item. Your cancellation is only valid when the item is returned in acceptable condition.

How long until I see the refund? Typically 7-14 days from when we receive the item. Card refunds may take longer due to banking delays.

Can I cancel a customized item? No — customized items are an exception to cancellation rights.

What if I'm outside the 14 days? Our regular returns policy applies (14-30 days depending on the reason). Defects can be claimed for up to 12 months.

Do I get free return shipping? Not for change-of-mind cancellations — you pay return shipping. For defective items we may provide a return label.

What's the difference between cancellation and return? Cancellation is a change of mind and you pay shipping. A return covers a defect or our error, and we may pay shipping.