Returns & Refunds


No problem, returning Airsoft Guns and other products to us is simple…

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Please download our product returns form here, you must complete this form and send it back to with your item as stated. Before you begin to complete our product returns form please take a quick look down this page to see what options you have.


The first thing you need to do is contact us via our support system, located at 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. Please download our Product Returns Form from the top of this page
  6. If your item is within 14 days of delivery we will supply you with a pre-paid returns slip
  7. If more than 14 days from delivery then please send the item back to us using a RECORDED delivery service 
  8. We must receive your item back within 14 days from our support team requesting you to send it back to us
  9. We will then do our best to notify you when we have received your item
  10. We will notify you via email of our findings and our action plus a possible delivery date of your replacement 


If you have a product with a manufacturing fault 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. First, please download our Product Returns Form from the top of this page
  2. Then please send the faulty product back to us using a RECORDED delivery service 
  3. If your product is within 14 days of delivery, please contact support and request a pre-paid returns slip
  4. When we have received your faulty item, you will then receive an email from us accepting or rejecting your claim

PLEASE NOTE: A manufacturing fault is an issue that the product has had out of the box and was created as part of the production process. In the case of airsoft guns and pistols, a manufacturing fault is NOT an issue that has developed from hard use or a user error such as dropping the gun or magazine, using incorrect batteries or low-quality BB pellets that get stuck in your gun. Many of our customers use our guns at skirmish events and are treated with a high amount of abuse, which is not covered by the manufacturer’s warranty.


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. Please download our Product Returns Form from the top of this page
  3. You can request a refund for a single item or the full order
  4. Please provide us with as much information why you do not require the product 
  5. Then please send the product back to us using a RECORDED delivery service 
  6. When we have received your products you will then receive an email from us accepting your refund


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

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


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.


A parcel might be returned as undeliverable for several reasons:

  • The address is incorrect or outdated. Usually, the courier returns the package to us. Double-check the address carefully when placing your order.
  • Our system doesn’t recognise the way an address was entered.
  • You used a restricted address. If you send the order to a prison, correctional facility, or similar institution, the products and/or the carrier responsible for delivery may be subject to specific restrictions.
  • The carrier attempted delivery but failed. Most of our carriers make more than one attempt to deliver a parcel. If they can’t deliver your parcel, they’ll return it to us.
  • The recipient refused the delivery. A person who isn’t expecting the delivery and refuses a parcel if they believe it’s being delivered to them by mistake.

We can’t re-dispatch orders that carriers return to us as undeliverable. If you still want to purchase items that were undeliverable, place a new order on our website.

If you suspect that your order can’t be delivered as addressed and you haven’t received confirmation of its return or refund four weeks after the estimated delivery date, please contact us.

In all undelivered circumstances where the parcel is returned to us, a delivery charge will be deducted before a refund is issued. The delivery charge is only to cover the courier’s charge to deliver it back to us, and there is no re-stocking charge.


If your order was for over £100 and you received free delivery, you will still be charged the returns fee described above when the products are returned to us.

If you wish to have your original order sent out again, a delivery fee will be charged before the items are booked out for delivery. If your order was sent out on a free delivery offer the first time, you will need to pay for the second delivery attempt. This delivery charge must be paid before we can book your second delivery.


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.


  • 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


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.