Returns & Refunds

DO YOU HAVE A PRODUCT THAT YOU WOULD LIKE TO RETURN?

No problem, returning products to us is simple…

RETURNING A PRODUCT FOR A REPLACEMENT 

The first thing you need to do is contact us via our support system located in the bottom right of this page. You will need to supply us with your Order ID and as much information as possible regarding your faulty product. We also recommend taking a look at our FAQ and our Blog to see if you can find the answer to any issues you may have with your product before sending it back. If you are still having issues and are convinced that the product is faulty please follow the following steps.

  1. Contact us via our Support System located in the bottom right of this page 
  2. Please provide us with your order number and as much information as possible
  3. One of the support team will then try to help you with your product issues 
  4. If we can not resolve your product issues then they will request that you send it back to us
  5. If your item is within 14 days of delivery we will supply you with a pre-paid returns slip
  6. If more than 14 days from delivery then please send the item back to us using a RECORDED delivery service 
  7. We must receive your item back within 14 days from our support team requesting you to send it back to us
  8. We will then do our best to notify you when we have received your item
  9. We will notify you via email of our findings and our action plus a possible delivery date of your replacement 

RETURNING A PRODUCT FOR A REFUND

If you have a faulty product that is within 28 days of delivery and you would like to return it for a full refund please follow the following instructions. If you have a product that is more than 28 days from delivery please contact our support team via our support system found on the bottom right of this page.

  1. Within 30 days of creating an order with us, you will see a REQUEST REFUND button on your order
  2. Your order can be found on emails from us to you and in your order history with your MY ACCOUNT page
  3. You can request a refund for a single item or the full order
  4. Please provide us with as much information as possible plus a photo if relevant 
  5. Then please send the faulty product back to us using a RECORDED delivery service 
  6. If your product is within 14 days of delivery please contact support and request a pre-paid returns slip
  7. When we have received your faulty item you will then receive an email from us accepting or rejecting your claim

CANCELLATION OF ORDER

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumer rights entitle anyone to cancel their order and obtain a full refund if they request one within 7 days after delivery of the goods. With the exception of reconditioned or painted products, to which statutory cancellation rights do not apply. All items must be returned UNOPENED and UNUSED.

  1. Within 7 days of delivery, you can send products back to us UNOPENED and UNUSED
  2. You will see a REQUEST REFUND button on your order
  3. Your order can be found on emails from us to you and in your order history with your MY ACCOUNT page
  4. You can request a refund for a single item or the full order
  5. Please provide us with as much information why you do not require the product 
  6. Then please send the product back to us using a RECORDED delivery service 
  7. When we have received your products you will then receive an email from us accepting your refund

RETURNS ADDRESS

Please send your items to the following address via recorded/signed for delivery:

Returns at Just BB Guns
Trimex House
Pier Road
Feltham
TW14 0TW

FAULTY PRODUCTS

Any item that is faulty at the point of sale may be returned for replacement or refund:

  • WITHIN 28 DAYS from the original date of delivery for REPAIR or REPLACEMENT
  • AFTER 28 DAYS but WITHIN 6 MONTHS from the original date of delivery for REPAIR under warranty
  • AFTER 6 MONTHS all REPAIRS are chargeable to the customer

Faulty products must have the original receipt and be returned complete with all components and in the original packaging. All products are carefully inspected by our experts and items that are considered wear and tear will not be accepted as a manufacturing fault.

VOID WARRANTY on all guns that have the following:

  • Opened or tampered with items
  • Incorrect oil or lubricants used
  • Non-Airsoft GAS or CO2 used
  • Low quality or re-used BB pellets used in gun or magazine
  • Modified or painted guns or accessories
  • Badly maintained gun including dirt on the outer gun or within internal parts
  • Incorrect battery or non-compatible charger
  • Overcharging of battery or power surge to the charger
  • Damage caused by impact including dropping or hit from BB pellet
  • Magazine broken spring due to overwinding

GAS MAGAZINES may not operate correctly in cold weather or when during continuous firing. Most GAS Airsoft BB guns are recommended for use in temperatures above 15C. If your GAS gun is not operating correctly we recommend that you warm both the gun and magazine by placing it on a radiator. It is worth trying different gas products to see which one works best for your gun. You can also try a repair gas for leaking magazine seals. This issue is not covered under our warranty and most modern GAS pistols are designed to work in most weather conditions. Your statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected.

REFUND INFORMATION 

Refunds for goods will be processed using the same means of payment used for the initial transaction. Refunds can take up to 14 days from the point that we receive the goods back from you. If you cancel your order before goods have been sent to you, we will process your refund no later than 14 days after the date upon which you informed us about your decision to cancel your order.

POSTAGE REFUNDS 

  • Cancellation of an order before dispatch – FULL REFUND OF POSTAGE
  • Cancellation of order within 7 days – NO REFUND OF POSTAGE
  • Faulty product within 28 days – FULL REFUND OF POSTAGE
  • Faulty product over 28 days – NO REFUND OF POSTAGE

GETTING YOUR ITEM BACK

If your returned item is NOT found to be faulty or is not in ‘as new’ condition, and once we have informed you we will not refund, replace or give store credit, you have 60 days in which to make arrangements to collect or pay for postage before the item becomes legally the property of Just BB Guns.

For fast support please send an email to [email protected] or simply click on the button below to use our online form.