Last updated: 14 October 2026
We want you to be happy with everything you buy from OnlyAirsoft. This policy explains how to cancel an order, return something you have changed your mind about, and what happens if an item is faulty. It does not affect your statutory rights.
Changed your mind? 14-day right to cancel
If you bought online, you can cancel your order for any reason within 14 days of the day you receive the goods. Once you have told us you are cancelling, you then have a further 14 days to send the items back.
- To cancel, contact us with your name, order number and the items you are returning: email sales@onlyairsoft.com, call 01842 683567 or use our contact page.
- Return the items to: OnlyAirsoft, 20–22 Castle Street, Thetford, Norfolk, IP24 2DW. You can also bring them into the shop.
- Unless the item is faulty or we sent the wrong thing, you pay the cost of returning it. Please use a tracked and insured service, as items are your responsibility until they reach us. Replicas must be sent in a way that keeps them out of sight.
- Pack items carefully, ideally in their original packaging with all accessories, magazines and manuals.
Your refund
- We will refund the price of the goods and the standard delivery charge you paid, within 14 days of receiving the goods back (or of you showing us proof that you have sent them).
- Refunds go back to your original payment method.
- You may handle an item as you would in a shop to check it. If an item has been used beyond that, for example a replica that has been gassed, charged or fired, or an item that has been fitted or modified, we may reduce your refund to reflect its loss in value.
Items that cannot be returned for a change of mind
- Consumables that have been opened, such as BBs, gas, oils, lubricants and grease.
- Pyrotechnics and gas, which cannot be sent back through the post for safety reasons.
- Items sealed for health or hygiene reasons (for example face masks, mouthpieces and some eyewear) once the seal has been broken.
- Items made or modified to your specification.
The right to cancel applies to online and phone orders. Purchases made in our shop can be exchanged or refunded at our discretion if returned unused, in their original packaging, with proof of purchase.
Faulty or incorrect items
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality.
- Within 30 days of delivery, if an item is faulty you can reject it for a full refund.
- After 30 days and within 6 months, we will repair or replace a faulty item. If that is not possible, or does not fix the problem, you can have a refund.
- After 6 months, you may still be entitled to a repair, replacement or partial refund, but you may need to show that the fault was present when the item was delivered.
Please contact us as soon as you notice a problem, ideally with photos or a short video. We will pay reasonable return postage for faulty or incorrect items. Faults caused by misuse, accidental damage, incorrect gas, batteries or BBs, fair wear and tear, or modification are not covered.
Damaged in transit
If your parcel arrives damaged, please take photos of the packaging and contents and contact us within 48 hours so we can raise a claim with the courier and sort out a replacement or refund.
Questions
If you are unsure about anything, please get in touch before sending an item back and we will help.