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Frequently Asked Questions (FAQs)
We feel that Airsoft equipment has been far too expensive for far too long here in the UK.
So we have set out to offer you the customer the prices that you want.
We have researched the pricing of our products so that you get the best prices around.
If you find a product on our site that you feel is too expensive, then please contact us using the
Contact Form and we will look into this
price and if necessary alter the pricing of this item. Please consider the prices of other retailers before
contacting us.
Although Airsoft Guns are regarded as toys in the eye's of the law and are relatively safe if used
and owned responsibly there are several issues that requires us to have a minimum age limit. These issues
are talked about in some detail in our Safety First
section.
We do not sell Airsoft Guns to anyone under the age of 16, anyone under the age of 16 can of course purchase
accessories and everything else except an Airsoft Gun. An Airsoft Gun is anything that projects BB's so items
such as grenade launchers and gas grenades are also covered in this category.
Yes, all products sold by us are covered by a 30 day warranty! This is to protect customers from manufacturing
defects and faulty products. The product warranty starts from the date that the order has been received by the
customer and lasts for 30 days. If you have a faulty product that was purchased from us and meets the requirements
shown above and below, please see the Our Returns Policy section further down the page for information on how to reach a
solution.
The Warranty does not cover:
Accidental damage, faults arising from misuse, faults arising from poor quality unauthorised ammunition, faults
arising from not carrying out regular maintenance and general care of the products, repairs/maintenance carried
out by someone other than an Airsoft Direct member of staff. Gas products if used with anything other than 134A
pressure gas.
The Warranty is invalidated if:
The product is opened by someone other than an Airsoft Direct member of staff. The product has been adapted or
adjusted in any way, repairs/maintenance carried out by someone other than an Airsoft Direct member of staff.
Poor quality unauthorised ammunition is used in the product. The product is powered by gas and anything other
than 134A pressure gas is used.
Although we have an extensive and ever expanding product range we don't put every product available to us on
our site. All products that are currently in stock are represented on our site. However, this does not mean that we cannot get the
product you desire. You can e-mail us using the Contact Form
to enquire about our ability to obtain the product for you. If we can source the product we will add it to our
website so that you and other customers can purchase it with ease.
I am afraid that the short answer is no, the only country not in the United Kingdom that we ship to at this time is the Republic of Ireland.
This is mainly due to the laws regarding Airsoft in other countries. We are currently reviewing these laws to see which countries
we could sell to, but for now we only accept and ship orders to the United Kingdom and the Republic of Ireland. Please note that the United Kingdom includes England, Scotland, Wales and Northern Ireland.
The currency used on our site is GBP (Great British Pounds) also known as Pounds Sterling.
Currently Airsoft Direct isn't VAT registered and therefore the VAT on all goods has already been paid. The prices you see listed shows the amount you will pay and only additional charge will be for delivery.
During the order process you will be warned if any items in your order are out of stock before placing an order.
If you have any items out of stock in your order you will be recommended to contact us using the Contact Form.
This will enable you to find out when the item is due back in stock. Although we try to keep as much stock as possible it is often not possible to have
everything in stock at the same time. Any orders placed with items that are out of stock are added to an order
with our suppliers. We aim to place an order with our suppliers at the end of each week. Any out of stock items
ordered by customers before this time will be included in this order.
Airsoft Direct allows your order to be sent using many different delivery options; these include most of the
Royal Mail services. Delivery costs are calculated using the total weight and size
of the order so that pricing is as accurate as possible. We charge you what we get charged ourselves, we do not add
additional charges to delivery costs and make no money from them.
In some cases with orders that are over a certain value or a certain weight, some delivery options will not be
available. These will not be selectable during the order process to ensure that only the most suitable services are selectable.
We accept all major debit and credit cards through SECPay, our very secure external payment system, it is also extremely simple and easy to use!
SECPay accepts the following debit and credit cards:
Yes any order can be cancelled as long as it has not been shipped. Although once it has been shipped you have a further 7 days from the day after receipt of the
order to send any items back for a refund. We only accept returns if the products are unused and are in "a saleable as new" condition. For more information on sending
unwanted products back please read the "Can I send back an unwanted item?" section in the returns policy below.
As described in the "Are products purchased from you covered by a Warranty?" section above all
products sold by us are covered by a 30 day warranty! This is to protect customers from manufacturing defects and
faulty products.
The Warranty does not cover:
Accidental damage, faults arising from misuse, faults arising from poor quality unauthorised ammunition, faults
arising from not carrying out regular maintenance and general care of the products, repairs/maintenance carried
out by someone other than an Airsoft Direct member of staff. Gas products if used with anything other than 134A
pressure gas.
The Warranty is invalidated if:
The product is opened by someone other than an Airsoft Direct member of staff. The product has been adapted or
adjusted in any way, repairs/maintenance carried out by someone other than an Airsoft Direct member of staff.
Poor quality unauthorised ammunition is used in the product. The product is powered by gas and anything other
than 134A pressure gas is used.
The product warranty starts from the date that the order has been received by the customer and lasts for
30 days. If you have a product purchased from us that is faulty and meets the requirements set out and described
above, please use the following instructions to resolve the issue.
In order to claim on this warranty the customer must first contact us using the Contact Form
within the 30 day warranty time slot. In this e-mail you need to include the following information, your order
number, the product name and a description of the fault in as much detail as possible. After we receive the e-mail
the 30 day time slot is no longer an issue and we shall resolve the issue in due course. Once it has been accepted
that the product is faulty and a solution cannot be reached via e-mail, a RMA number and return instructions will
be issued which must be followed.
These instructions will most likely be to return the product to us, complete with the original
invoice, and all products packaging and/or boxes intact with the allowance for any reasonable damage that may have
been sustained to them in transit or storage. It is also probably best that you return the product in the packaging
that you received the product from us in. You will also be required to clearly mark the package with the RMA
number you have been quoted. If you fail to do so, your repair/replacement could be delayed so it is in your best
interest to ensure you have done so.
You are required to pay the postage when returning the item, so it is up to you what type and class of postage
you use. Although this is the case it is strongly recommended that you send back the product using a shipping
method which has compensation cover to/or exceeding the value of the items that you are returning. If you fail
to do and the product gets damaged or lost during transit to us we cannot accept any responsibility and you will
not get your replacement or repaired product.
Although these general instructions are correct they are merely to give you an idea of what is required and it
is strongly advised that you follow the instructions given to you via e-mail as those will be tailored to your particular
needs.
You will be kept informed of the progress of the repair as it happens, once the product is either repaired or
replaced it will returned to you using the same postage method that the you selected for the original order, free of
charge!
If you have a faulty product that is out of warranty or was purchased from somewhere else, we can still help.
Similar to resolving an issue with a product under warranty the first thing you should do is contact us using the
Contact Form. You should state clearly that
this product is out of warranty or has been purchased elsewhere. This e-mail should also contain a detailed
description of the problem. If a solution cannot be reached via e-mail you will be given a quote for a repair
and some instructions if you wish to send your product to us. Once payment and the product are both received will
shall perform the repair and return the product to you.
Under the Distance Selling (Consumer Protection) Regulations 2000 we are required to give a 7 day period from
the day after the receipt of the order in which the order or single items can be returned to Airsoft Direct
for a refund. We only accept returns if the products are unused and are in "a saleable as new" condition. You must
include the original invoice so we can confirm that you purchased the item. If it was returned under special
circumstances please include any correspondences with us where we accepted this.
Please try to send the product back in the same packaging that we sent it to you in, if that is not possible
please make sure that the products are contained at least within a cardboard box and not just covered in brown
paper or the like. This is just to insure the product stays in good condition. You will receive a full refund
once the product has been checked. If the product arrives to us and is not in "saleable as new" condition or has
been damaged while being shipped due to bad packaging then you will be charged a minimum of 20% restocking fee off
of your refund.
You are required to pay the postage when returning the item, so it is up to you what type and class of postage
you use. Although this is the case it is strongly recommended that you send back the product using a shipping
method which has compensation cover to or exceeding the value of the items that you are returning. If you fail to
do and the product gets damaged or lost during transit to us we cannot accept any responsibility and you will not
get your refund.
Please ensure that the phrase "return for refund" is clearly written on the outside of the package so it can be
processed quickly. If the package is returned without this clearly written on the outside of the package, like a
package without an RMA number it will take much longer to process and this will delay you getting your refund. So
again it's in your best interest to do as we recommend. Please do not return items after 7 days of receiving the
order without confirmation from us via e-mail that we will accept the product back.
Our Terms and Conditions
(This is a copy of our Terms and Conditions that are shown during the ordering process, they must be read, understood and accepted
before placing an order)
Order Acceptance
Airsoft Direct reserves the right to refuse any orders from any customers. Customers are normally refused if they are believed to
have agreed to these terms and conditions and/or age restriction agreements but do not meet or follow the requirements.
Age Restrictions
As explained above Airsoft Direct reserves the right to refuse any orders on the grounds that they are suspected to be under age.
We hold and enforce an age limit on sales of all Airsoft Guns. We do not sell Airsoft Guns to anyone under the age of 16, anyone under the
age of 16 can of course purchase accessories and everything else except an Airsoft Gun of any description. Although Airsoft Guns are
regarded as toys in the eye's of the law and are safe if used and owned responsibly there are several issues that requires us to have an
age limit. These issues are talked about in some detail in our Safety First
section.
Safety
We recommend you read our Safety First article which gives you information on
how you should use and own an Airsoft gun safety. Airsoft Direct accepts no responsibility for any injuries caused by improper use of
any of our products or by injuries caused by reading or not reading the Safety First article.
Order Cancellation
Any order can be cancelled until it has been shipped, and once it arrives there is a further 7 days from the day after receipt of the order
to send any items back for a refund. We only accept returns if the products are unused and are in "a saleable as new" condition.
Warranty
All products sold by us are covered by a 30 day warranty! This is to protect customers from manufacturing defects and faulty products.
The Warranty does not cover:
Accidental damage, faults arising from misuse, faults arising from poor quality unauthorised ammunition, faults arising from not carrying
out regular maintenance and general care of the products, repairs/maintenance carried out by someone other than an Airsoft Direct member of
staff. Gas products if used with anything other than 134A pressure gas.
The Warranty is invalidated if:
The product is opened by someone other than an Airsoft Direct member of staff. The product has been adapted or adjusted in any way,
repairs/maintenance carried out by someone other than an Airsoft Direct member of staff. Poor quality unauthorised ammunition is used in the
product. The product is powered by gas and anything other than 134A pressure gas is used.
The product warranty starts from the date that the order has been received by the customer and lasts for 30 days.
Our Privacy Policy
Under the Data Protection Act of 1998 we at Airsoft Direct must ensure that your information is handled
correctly and lawfully. We do so with pride, we know that you the customers are our most important asset, so we
take your privacy very seriously! We only keep the information that makes it possible for us to process your
orders, as we use an off page payment system we do not hold important information such as credit card numbers,
in fact we never see them ourselves. Any sensitive purchasing information used to buy items from us is fully
encrypted and not stored by us at any time during its use.
We never under any circumstances give any information that we hold about any of our buyers to any third
parties. We value our customers highly and your privacy is a very high priority, so the only people that see
your information are our staff.
Yes we do, but they are simply to help the order process and keep track of the items that are contained within
the shopping cart. This allows you to keep the items contained with in your shopping cart and complete your order.
They are not used under any circumstances to store or gather information about your buying or browsing patterns.
If you do, simply e-mail us using the Contact Form. We will answer your question and if we feel other customers would benefit from having the answer easily accessible, we will add the question and answer to this page.
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