Refund policy

Returns & Refunds Policy

Last updated: 5 October 2026

This policy covers products bought from our online store. It explains two separate things: (1) changing your mind and (2) faulty or incorrect goods. Your statutory rights are not affected by anything in this policy.

How to start a return (all returns)

Please do not send anything to our registered office or any shop or site address — returns sent there cannot be accepted.

  1. Email support@red1airsoft.com with your order number, the item(s) and the reason. For faulty or damaged items, photos help us resolve things quickly.
  2. We will reply with a Return Merchandise Authorisation (RMA) number and the address to send your return to.
  3. Pack the item securely, write your RMA number on a note inside the parcel, and use a tracked service. Keep your proof of postage.

1. Changing your mind

If you bought online and change your mind, you can cancel your order:

  • Tell us within 14 days of the day you (or someone you nominate) receive the goods. An email to support@red1airsoft.com is enough — you don't need to give a reason. You can also cancel at any time before your order is dispatched.
  • Send the goods back within 14 days of telling us you are cancelling, using the RMA process above.

Your refund. We will refund the price you paid for the goods plus the standard delivery charge you paid (if any). If you chose a more expensive delivery option than our standard one, we only refund the standard amount. We will refund within 14 days of receiving the goods back, or of you giving us proof that you've sent them, whichever is sooner, using your original payment method. We do not charge any restocking or packaging fees.

Return postage. For change-of-mind returns you pay the cost of sending the goods back.

Inspecting items. You may open the packaging and handle the item as you would in a shop to check what it is and that it works. If an item has been handled or used beyond that — for example a rifle that has been gassed, charged, fired or used at a site, or kit that has been worn in a game — we may reduce your refund to reflect the loss in value. Please return items complete with all parts, accessories and original packaging where possible.

Sale and clearance items have the same change-of-mind rights as full-price items.

Items you can't cancel for change of mind (as permitted by law):

  • Items made or altered to your specification — including RIFs two-tone painted in the colour you chose.
  • Sealed items that can't be returned for health or hygiene reasons once unsealed after delivery (for example sealed face protection or earpieces).
  • Gameday and event bookings for a specific date — see section 11 of our Terms of Service.

Your rights for faulty goods (below) still apply to all of these.

2. Faulty, damaged or incorrect goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something isn't:

  • Within 30 days of delivery you can reject the item for a full refund.
  • Within 6 months of delivery you are entitled to a repair or replacement. If that isn't possible or doesn't fix the problem, you can have a refund.
  • After 6 months you may still be entitled to a repair, replacement or refund, but you may be asked to show the fault was present when you received the item. Your rights can last up to 6 years.

For faulty, damaged or incorrect goods we cover the return postage and refund your original delivery charge where you're entitled to a refund. This doesn't cover damage caused by misuse, accidents, unauthorised modification, or normal wear and tear.

Damaged in transit, missing or wrong items. Please let us know as soon as you can, ideally within 48 hours, and keep the packaging and take photos. This helps us claim from the courier — it does not affect your rights.

Refund timescales

Once a refund is approved we process it promptly to your original payment method. Card refunds usually show within 5–10 working days; PayPal is usually faster.

Exchanges

Want a different size, colour or item instead? Email support@red1airsoft.com and we'll arrange it.

Questions or problems

Email support@red1airsoft.com or call 07466045268 (Monday–Friday, 9am–5pm). If we can't resolve a complaint, you can get free advice from Citizens Advice (citizensadvice.org.uk, 0808 223 1133).

Red 1 Airsoft Limited, company number 06464167. Registered office: Senseo House, St. Peters Street, St. Albans, AL1 3LF — correspondence only, not a returns address.