Refund policy

Returns & Refunds Policy

Last Updated: August 12, 2026

We want you to be satisfied with your purchase. This policy explains your rights and procedures for returning items, cancelling orders, and requesting refunds.

Return Eligibility & Timeframes

Most products can be returned within:

  • 14 days from delivery date if you change your mind (statutory cooling-off period)
  • 30 days from delivery date for defective or damaged items

Special Cases:

  • Events/Services: No returns accepted; non-refundable unless cancelled by us
  • Airsoft Guns (Customized): No returns if customized/modified
  • Clearance/Sale Items: May have restricted return policies (check product page)

Non-Returnable Items. The following items cannot be returned: event registrations/gameday bookings, customized or personalized items, gift cards, downloadable digital content, items sealed and marked as "Final Sale", used protective gear (safety/hygiene reasons), and items with broken seals (except for damage checking).

Defective/Damaged Items. Defective or damaged items can be returned for up to 12 months from purchase date if there is a manufacturing fault.

Return Conditions

To be accepted, items must be unused and unworn (except for checking damage), in original packaging (if applicable), complete with all parts, accessories and documentation, clean without odors or stains, and not customized or modified in any way.

We cannot accept returns if items are used or worn, damaged by you (beyond normal shipping/packaging damage), missing parts, accessories or original packaging, soiled, stained or odorous, modified, customized or upgraded, personalized or engraved, or show signs of wear.

You may open and inspect packaging to check for damage. This does NOT count as "use" for return purposes. Keep all original packaging for return.

How to Return an Item

Important: do not send items back to our registered office or shop address. Returns will not be accepted at these addresses. You must contact us first at shopify@red1airsoft.com to obtain a Return Merchandise Authorization (RMA) number and the correct return address, which we will supply by email.

  1. Contact Us. Email us at shopify@red1airsoft.com with your order number, the item(s) you wish to return, the reason for return, and photos of item condition (helpful for damage claims).
  2. Receive Return Authorization. We will assess your request, approve or deny the return, issue a Return Merchandise Authorization (RMA) number, and provide a return shipping address. Response time: 2-3 business days.
  3. Ship Item Back. Package your item securely using original packaging if available, wrap well to prevent damage, include your RMA number inside the package, and keep your tracking number. Use a tracked shipping method. You are responsible for return shipping costs (see exceptions below).
  4. We Process Your Return. Once received, we inspect the item, verify return eligibility, and process your refund. Processing time: 5-7 business days after receipt.

Refund Process

What is refunded: the product purchase price (full amount) and original shipping costs (if defective/damaged).

What is not refunded: your return shipping costs (in most cases), restocking fees (if applicable), gift wrapping or special packaging, and customs fees (international orders).

Refunds are credited to your original payment method: Credit/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 process.

Restocking Fee. A restocking fee applies if an item shows signs of use (but is still returnable), typically 10-20% of the product price depending on condition. No restocking fee for defective/damaged items, items returned within 7 days, or our error (wrong item sent, etc.).

Partial Refunds. If you return only some items from an order, the shipping refund may be reduced, each item is evaluated separately, and a refund is processed for eligible items only.

Exceptions & Special Cases

Our Error. If we made an error (wrong item, damaged in shipping, missing parts) we refund 100% including original shipping, provide a return label (free return shipping), send a replacement item immediately, and process the refund quickly. No restocking fee applies.

Defective/Manufacturing Fault. If the item is defective: full refund including original shipping, free return shipping (we provide the label), no restocking fee, and can be claimed up to 12 months after purchase. Must be verified as a manufacturing defect, not user error.

Item Damaged in Shipping. Photograph the damage and packaging, do not discard packaging, and contact us within 48 hours. We will refund 100% plus provide a return label, with no restocking fee.

Item Not as Described. If the item differs significantly from the product description: full refund including original shipping, free return shipping, no restocking fee. Contact within 30 days of delivery.

Airsoft-Specific Returns

Realistic Imitation Firearms (RIFs). Must be unused and in original packaging. UKARA verification may be required for return. Cannot be returned if used at an airsoft site, if internals have been accessed, if externals show wear or use, or if any customizations have been made. Return timeframe: 14 days for change of mind, 12 months for defects.

Two-Tone Airsoft Guns. Same return policy as regular products, must be unused to be returnable, with no special UKARA requirements for returns.

Airsoft Ammunition (BBs). Cannot be returned if packaging is open or damaged, contents have been used, or the bag is not sealed. Can be returned if sealed and unused, defective, or the wrong type was sent by us.

Gas Cartridges & Batteries. Cannot be returned due to safety/hazard regulations once opened or used, or for any reason if damaged. Exception: if we sent the wrong type, contact us for exchange.

Protective Gear. Face masks, goggles and protective clothing cannot be returned if used (hygiene reasons). Can be returned if sealed and unused, defective upon arrival, or the wrong size/type was sent by us.

Exchange Policy

Prefer an exchange instead of a refund? Contact us at shopify@red1airsoft.com and specify the item you want in exchange. For same or lower price items, we may send the new item first, then you return the original once received.

For a different size or color of the same item, return shipping is usually free, the new item is sent upon return receipt, no restocking fee applies, and you must contact us within 30 days of delivery. For defective items, we may send a replacement before you return the defective unit; once received, your defective item will be discarded/recycled with no return shipping cost to you.

Cancellation of Orders

Before Dispatch. If your order hasn't shipped yet, email us at shopify@red1airsoft.com with your order number. We will cancel and refund 100%, processed within 3-5 business days. Note: UKARA verification may delay cancellation requests.

After Dispatch. Once your order ships, you have a 14-day cooling-off period to cancel. Email us within 14 days of delivery at shopify@red1airsoft.com stating that you wish to cancel, return the item following the return procedures above, and once received we'll issue your refund. You pay for return shipping unless the error was ours.

Exceptions to Cancellation Rights. You cannot cancel if the item is customized or made to your order, the airsoft gun has been used, the item was marked "final sale", or you have used the product.

For full details, see our Cancellation Policy.

Event & Service Refund Policy

Event bookings are non-refundable, with the following exceptions.

Refundable scenarios:

  • Event cancelled by Red 1 Airsoft
  • Event postponed (you can use your credit for a future event)
  • You provided proof of emergency or serious circumstance

Non-refundable scenarios:

  • You cancel for any reason
  • You don't show up (no-show)
  • You arrive late after the event starts

See our Event Booking Policy for full details.

Return Shipping Costs

We pay (free return label provided) for items we sent in error, manufacturing defects (warranty claims), items significantly not as described, and our other mistakes.

You pay for change-of-mind returns, items returned outside the cooling-off period, your own preference for a different product, and customized/personalized items (if returnable at all).

Tracking Returns

Get a tracking number. Save your courier receipt showing the tracking number and delivery confirmation.

Track your return status. Use the carrier's online tracking, check your email for delivery confirmation, and email us your tracking number when returning an item.

Confirming receipt. Once we receive your item we'll email you confirmation. This usually takes 1-2 business days and will show in your account.

Common Return Scenarios

Scenario 1: You changed your mind. Return within 14 days of delivery, unused and in original packaging. You pay return shipping. Refund is 100% of the product price, minus your return shipping cost. A 10% restocking fee is possible if the item has been opened.

Scenario 2: Wrong item received. Contact us within 30 days, item as received. Return shipping is free (we provide the label). Refund is 100% including our original shipping, with no fee. The refund is processed quickly and a replacement sent.

Scenario 3: Item arrived damaged. Contact us within 48 hours of delivery and document the damage with photos. Return shipping is free (we provide the label). Refund is 100% including our original shipping, with no fee. We claim with the carrier and issue a refund or replacement.

Scenario 4: Item defective or doesn't work. Claim up to 12 months where the item shows a manufacturing fault. Return shipping is free (we provide the label). Refund is 100% including our original shipping, with no fee. We verify that it is a manufacturing defect rather than misuse.

Scenario 5: Airsoft gun used once at a site. Within 14 days if you wanted to try it, but the item cannot have been used. You pay return shipping. Refund covers the product only, minus a 15-20% restocking fee. If the item is defective (doesn't fire, etc.) you receive a full refund.

Dispute Resolution

If you're not happy. Contact us at shopify@red1airsoft.com and explain the issue. We'll respond within 5 business days and offer a solution (refund, exchange or credit).

If unresolved. Request escalation to a manager. Escalation response is within 10 business days. If still unresolved, we'll provide ADR options.

External dispute resources:

  • Citizens Advice Consumer Service: www.citizensadvice.org.uk
  • Ombudsman Services: www.ombudsman.org.uk
  • Trading Standards: www.tradingstandards.uk

Consumer Rights & Guarantees

Nothing in this policy limits your statutory rights under the UK Consumer Rights Act 2015, which states goods must be as described, of satisfactory quality, and fit for purpose. If items don't meet these standards, you have rights beyond this policy. You cannot be asked to waive your statutory consumer rights.

Contact Information

For return/refund questions:
Red 1 Airsoft Limited
Senseo House, St. Peters Street, St. Albans, AL1 3LF, England
Email: shopify@red1airsoft.com
Phone: 07466045268
Response Time: 2-3 business days (Monday-Friday)
Hours: 9 AM - 5 PM (GMT)

This address is for correspondence only. Please do not send returns here — contact us first and we will provide the correct return address.