1 – Consumer Contracts Regulations for Distance Selling
Defcon Airsoft adhere to the Customer Contracts Regulations for distance selling,
This set of regulations is designed to give you rights when shopping online, so you’re covered if things go wrong.
These rights apply to orders which have been made Online, over the Phone, or otherwise off-premises from our Retail Stores.
- – What to expect from us
Before placing an order online, we will supply the following:
- Information about ourselves, including our address and contact details
- A description of the goods, or service.
- The total price of the goods including VAT
- Payment options
- Details of your right to cancel and when this doesn’t apply
- Details of who pays for the cost of returning items
- Delivery information including costs and estimated delivery times
Defcon Airsoft try to make this information as clear as possible, we try to keep all product details as up to date as possible on our website, and with delivery costs and times clearly stated in the basket. Additional information you may require will be displayed during the checkout process.
1.2 – Right to cancel you order
When purchasing items online or by phone you have the right to cancel an order up to 14 days after the order is delivered.
This 14-day period is the time you have to decide and notify us that you wish to cancel, once you have notified us you then have a further 14 days to actually send the goods back.
You do not need to provide a reason for cancelling within this period.
When cancelling an order under your right to cancel a refund will be issued once the unwanted items have been returned and inspected.
If you do wish to cancel an order, please call us on 01782 479121 or email email@example.com where one of our customer care team will be able to assist you.
1.3 – When there is no right to cancel you order
There are some circumstances where the Consumer Contracts Regulations don’t give you a right to cancel an order.
Examples of this are:
- Items which have been tailor made or customised, such as a two toned or items that are modified or altered from their original state at you request.
- Goods that have been mixed inseparably with other items after delivery
- Goods that have been altered after receipt, either by you or a 3rd party
- Where items have been used more than would be needed to inspect the items as you would reasonably do in a shop prior to purchase a reduced refund may still be available, please contact us to discuss this.
- Services that have been completed in full prior to the return [such as workshop modifications and custom paint services etc
1.4 – Cost of returning items and refunds
Unless an item is faulty on receipt or not as described the postage cost of returning any unwanted items would be the responsibility of the customer. If you have received an item that is faulty or where an incorrect item has been sent in error, we will be happy to arrange for a free of charge return see our returns section for more details.
1.5 – Finance Option
For information on our finance options please see the Interest Free Finance Information Page.
If you wish to pay by finance you can now checkout automatically on our website, simply select the finance option at the payments screen. You can customise your payment terms and deposit amount to match your needs.
Consumer finance with Defcon Airsoft is organised and administered jointly by Defcon Airsoft and Omni Capital Retail Finance Limited.
Finance with Defcon Airsoft is applicable to purchases made in store and on our web site.
The Defcon Airsoft finance option is applicable on any Defcon Airsoft order over £350.00 including VAT.
All offers of finance are subject to acceptance by Omni Capital Retail Finance. Defcon Airsoft accepts no liability in relation to the credit analysis and resulting contractual obligations. Please direct all enquiries in writing to: Omni Capital Retail Finance Limited Oak House, Reeds Cresent, Watford, Hertfordshire, WD24 4QP.
Please keep a copy of the Terms and Conditions as well as your invoice for your records. We advise applicants to keep the documents relating to the financing application.
If any provision of these Terms shall be unlawful, void or for any reason unenforceable, then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.
Omni Capital Retail Finance Limited are authorised and regulated by the Financial Conduct Authority. Credit provided subject to age and status.
1.6 – Delivery
The delivery cost and an approximate delivery time will be shown at the basket stage, prior to completing the order, we offer different delivery options and where possible provide the choice of a next working day service, please note that with any other delivery option we can only provide an approximate delivery date and no guarantee is provided of the specific date the delivery will be made.
As the delivery is provided via a courier service it is important that you ensure there will be someone available at the delivery location to sign for the parcel. No refund of the delivery cost will be made for failed deliveries where there has been no-one available to accept the parcel.
Although every effort will be made to ensure that all orders are delivered in a timely manner there can be events outside our control that may cause a delay in delivery.
This can include incidents such as vehicle breakdown, accidents and stock issues such as missing items due to damage or store theft etc On these occasions we will do our best to minimise any inconvenience to you and will look to keep you informed, however we will not cover any consequential costs incurred such as time off work, missed game days .
Please note that certain types of orders will also add extra time onto the estimated delivery date shown, due to additional work that will need to be done prior to dispatch, this includes orders that contain things like two toned items or any workshop jobs.
All our deliveries are made via a courier service and We reserve the right to use the courier of our choice for each delivery.
2 – Returns Procedure
2.1 – Preparing items for return
Please contact us to notify us of your wish to return an item when contacting us please have your order details handy such as the order number or the full name and address on the order. If we are unable to find your order details such as if you cannot provide the order number or if the item was a cash purchase in store, then you may also need to provide a proof of purchase for the return to proceed.
When returning an item, it is important to ensure that you package the items securely to prevent any damage in transit, please ensure the order number is included in the parcel along with any documentation and reason for the return [e.g. unwanted, faulty, incorrect item etc].
Please also ensure that, unless previously agreed with us, items are returned complete and include all original parts such as original retail packaging, instructions and any included components like batteries and chargers etc.
Items returned without this may take longer to process or may not be able to be accepted at all.
Defcon Airsoft Returns Department
2.2 – Returning unwanted items [cancelled orders]
To return items of this nature you will need to notify us within 14 days of receiving them and then return them to us within 14 days of this notification.
You would be responsible for arranging and paying for the cost of the return and as such it is entirely your choice as to how you do this, however we would recommend that a tracked and insured service is used as we cannot cover any damage or loss in transit and can only take responsibility for the items once they have been received.
In order to be refunded items will also need to be returned complete and in an ‘as new’ condition, items returned incomplete or that have been handled excessively may still be able to be refunded however a deduction may be made to the refund to cover the cost of the missing / used items.
Please note that we are unable to accept returns for cancellation for any items that have been ‘customised to order’ such as two-tone items or items modified by the workshop at your request. This does not affect your ability to return these items if they are faulty or not as described.
2.3 – Returning items that are faulty on receipt or items received not as described
When you are returning an item due to a fault or if an item is not as described then please contact us to arrange the return prior to posting anything back to us, we can then arrange to reimburse you up to £5 for the return postage costs of small items for larger items or situations where the cost of the return will exceed £10, due to the size or weight etc, we may choose to cover more than £10 or we may opt to arrange a courier collection for you instead.
Please keep your proof of postage as this will be needed to issue the refund. Either of these options would need to be agreed with us in advance and please note we will not cover the cost of any ‘premium’ service you may choose to use, such as a timed or ‘AM’ service.
If we do opt to arrange a courier collection, then this can be made for any UK address but will require someone to be at the premises on the day of collection and is only available Monday to Friday [excluding public holidays].
You are of course welcome to make any arrangements of your choice to return the items however we may not then be able to cover any of the cost of the return.
2.4 – Once the items are received by us
When the returned items are received, they will be initially inspected by our returns department and we will then contact you with an update if applicable.
For returns where we have sent you an incorrect item, we will contact you to arrange for either a replacement item to be sent to you or for a refund. For unwanted items the details will be passed onto our customer service team for the refund to be issued. This process is typically completed within 14 working days of the receipt of the items.
For faulty returns the item/s will then be booked into our technician for a more thorough inspection and we will again contact you with an update once this has been completed. Please note that although we will again look to complete this within the usual 14 working days, in busier periods or with more complex issues this process may take longer. We will however look to complete this process in a maximum time of 30 days unless otherwise agreed beforehand with you.
3 – Faulty Items
3.1 – Faulty items less than 30 days
If you have returned a faulty item to us within 30 days of having received it then once it has been inspected, unless the fault is found to be due to user error or misuse, you can choose to either have the item refunded, replaced or repaired, Please note that if the faulty product has signs of cosmetic wear (i.e. Scratched during a game) then only a repair will be offered we will also cover the cost of returning the item to you if repaired or replaced. If the item is unrepairable or is not cost effective to repair, then we may choose to issue a refund or replacement instead of a repair.
3.2 – Faulty items over 30 days but less than the stated warranty period for the item.
If you have returned a faulty item to us outside of 30 days of having received it but within 3 months then once it has been inspected, unless the fault is found to be due to user error or misuse, the item will be repaired and returned to you free of charge. If the item is unrepairable or is not cost effective to repair, then we may choose to issue a refund or replacement instead of a repair].
3.3 – What happens if a faulty item is not covered or is over the stated warranty period.
If an item is returned over the items stated warranty period after receipt, has not been purchased from us at all or after inspection we are unable to determine that the item has suffered from a manufacturing defect and you are unable to provide evidence of this, we may still be able to offer a repair however this would likely be a chargeable service.
If this is the case, we will contact you to discuss this prior to commencing any work.
3.4 – Warranty Periods
Warranty periods apply from the date of the purchase and are as follows:
3 months: All AEG’s
1 month: Gas powered pistols, rifles, grenades, batteries, chargers.
1 month: any other items not specified above
Goods purchased will become void from our warranty period if they are not used in the manner they were intended, or if upon inspection and examination it seems apparent that the item has been mistreated, ill maintained, abused, used excessively, modified, upgraded (including changes from the manufacturers original specification), dismantled in any way by someone other than Defcon Airsoft staff, or by using unsuitable batteries, ammo or gas.
4 – Refunds
4.1 – Process
When a refund is issued it will always be returned to the payment method initially used for the purchase, we cannot issue a refund via a different method or to a different person.
Once a refund has been agreed we will typically process it straight away and it should clear back onto the original payment method within 7 working days, however during busier periods or if there are any other issues this process may take longer. We will however look to ensure all refunds are issued within a maximum of 14 days.
4.2 – When a refund would not be offered
There are certain circumstances where a refund may not be available examples of these are listed below:
- If you have damaged an item by trying to repair, it yourself or getting someone else to do it.
- Items that have been altered after receipt, either by you or a 3rd party
- Non-faulty customised items such as two-toned items or modified items
- Items returned by someone other than the original customer
- Non-faulty items that have been used more than would be needed to inspect the items as you would reasonably do in a shop prior to purchase.
5 – Weapon Specific Terms
5.1 – FPS
The stated feet per second (FPS) listed on our website is based on the results achieved on the first unit taken into stock from our suppliers. Subsequent units on newer deliveries or new production runs may deviate from this figure substantially.
Before dispatch we check weapon power FPS Levels ourselves in store using an xcoretech Chronograph to ensure compliance in accordance with UK Laws. This check is done solely for this purpose and is not done in relation to checking the performance, range or accuracy of the item. If you require a specific FPS, please contact us to arrange this as there may be a charge for doing so.
We would deem an FPS of 300 or over with a 0.20g BB an acceptable FPS if this is to low for your requirements please contact us to see what we can do.
This does not apply to Tokyo Marui rifles as the FPS for these rifles is well known to be below 300 FPS due to the country of manufacturing. (Japan)
5.2 – Battery use.
A 7.4v LiPo battery no higher than a 30c discharge rate is recommended for the majority of our AEG’s,11.1v LiPo batteries are for use in highly tuned and modified AEGs ONLY. The use of an 11.1v LiPo, 10.8V NiMh/NiCd or higher voltages would be classed as miss-use and voids all warranty on all AEGs supplied by us unless specified by ourselves on the product listing on our website. This also includes where manufacturers, suppliers and other retailers state that an item is 11.1v LiPo ready.
11.1v LiPo batteries should only be used in products where we have specifically stated that the item is suitable for 11.1v LiPo in the product specification or description of the product.
5.3 – User Error
If any faults, malfunctions or other issues are deemed to have arisen from user error we cannot accept a return or issue a refund, we may still be able to help you in repairing the problem but there may be a charge for this service.
Examples of user error are, and not limited to:
5.3.1 – Weapon Modification/Upgrading
We do understand that our customers like to modify/upgrade their weapons, however we may not be able to cover a repair once alteration or modification has been made, or if the weapon has been taken apart outside of expected maintenance (such as for normal cleaning and lubrication) if for any reason the weapon needs to be serviced fully during the warranty period this will need to be carried out by ourselves or a technician approved by us.
5.3.3 – Use of Poor-Quality BBs
There are many different brands and types of BBs available and you do not have to purchase them from ourselves, however we do ask that you ensure that the ones you use are of good quality.
Please don’t use cheap / low quality BBs in airsoft replicas supplied by us, if any evidence is found that low quality BBs have been used, we may not be able to accept a return or offer a refund.
We recommend any of the brands we sell on our website and instore and have tested many different brands over the years if you have any doubt to the quality of a brand please contact us for further assistance.
5.4 – Included Free Chargers / Batteries
Some manufacturers include a free battery and charger in the box, but we recommend using a high-quality battery and charger.
The reason for this is it is typical for these items to be a very cheap / low quality products that will not allow you to get the best out of your new gun. The charger is usually of an EU style 2-pin plug [which can be used in a normal UK shaver socket] but does not offer safety features like an auto cut-off feature when the battery is fully charged, the battery is also usually of a lower capacity and quality than aftermarket products.
Due to the nature of these items, and the fact that we cannot confirm their manufacturing origins, we cannot accept returns of these batteries and chargers if they come supplied with a weapon as a ‘free gift’ from the manufacturer.
6 – Price Match Promise
We are always happy to try and price match our products with lower prices online or in store but cannot guarantee that a price match will always be possible, for us to price match any items the items need to be in stock and available for delivery with another UK retailer and we must be able to confirm the retailers price.
7 – Pricing
We try to make sure that our pricing is as accurate as possible. The correct price for any product is that displayed on the website at the time we receive your order. If we make a mistake on price and it is higher than it should be then we will refund the difference.
We will always try to give you the best possible deals and keep our prices as low as possible.
8 – Stock Availability
We always try to make sure that stock levels are as accurate as possible, and we always try to keep items in stock ready to be sent to you as soon as you want them. If an item is out of stock some items may allow you to place a pre-order for when the items come back into stock when the items are back in stock they will be dispatched at the soonest opportunity but we can not guarantee any time frame on pre-order items although we will do our best to get the items as quick as possible.
9 – Payment
We accept credit card and debit card payments via our secure website, or over the phone and in addition PayPal payments via the website.
We might not be able to accept your order if:
- Your funds don’t clear, whether you are paying by credit/debit card or PayPal
- We have made a pricing or product description error
- A product is out of stock, is not available
We care about protecting you from fraud. If we suspect that your card has been stolen and someone else is using it then we will not sell the goods to them. For this reason, we reserve the right to refuse any order.
10 – Two Tone Service
Defcon Airsoft provide a service where realistic imitation firearms (RIFs) can be altered from their original form by painting a substantial area of the RIF with a bright colour. We reserve the right to coat or paint whatever parts of the RIF we deem necessary for the RIF to be a ‘two tone’.
This is an additional service at a cost of £9.99 which needs to be added to the basket when placing your order
A two tone service can take up to seven working days to complete, not including delivery days, from the first full business day after the purchase date.
The intent of the service is to provide an option to purchase an Airsoft RIF for those who are 18 years of age and above and who do not hold a recognised valid Airsoft defence.
The only groups of persons now allowed to purchase RIF’s are Film,TV, Museums, Theatres, Crown Servants, and persons engaged in Historical Military Re-enactment activities, and of course regular airsoft skirmishers. All these purchasers must be over 18 years of age.
Please note removing a two tone coating or paint without a valid defence could be considered as ‘manufacturing a realistic imitation firearm’ and as such that person could be prosecuted.
Ref: Violent Crimes Reduction Act 2006 section 36 (1) (b)
If for any reason the above terms are in anyway unacceptable to you then please do not order the service. Placing and completing a two tone order on our website or in store means you have read and accepted the above terms.
10.1 – Age Restricted Items
In order to purchase an Airsoft Weapon/Realistic Imitation Firearm, you must be over 18. This applies to both weapons in standard Military Colours as well as Two Toned Weapons and also product such as compressed gas.
When ordering you will be asked to confirm your Age by uploading a valid photo I.D with your order this will be stored against the order as proof, and if required we reserve the right to put your order on hold until we have received proof that you are over 18 or to validate any documents provided.
10.2 – Refunds and Returns
Once painted we are unable to take the product back for a refund or store credit due to it then becoming a custom item.
If on receipt a weapon is faulty then contact us immediately. Please do not under any circumstances attempt to diagnose or fix any issues by disassembling the RIF in any way no matter how small. Any attempt to do this will invalidate your option to have the issue diagnosed and if applicable, fixed at no cost to yourself.
10.3 – Order Cancelling
Once a two tone order is placed the two tone service could begin immediately. If an order has been placed and you wish to cancel you must call us immediately and confirm with a member of staff that you wish to cancel. If work has started on the RIF we may not be able to provide a refund for that part of the order.
10.4 – Modifying Two Tone Weapons
If a painted weapon has been modified, such as purposefully removing the paint, we will no longer warranty your weapon.
10.5 – Order Holding
We reserve the right to hold your order should we be required to stop your parcel for legal reasons. If we hold your parcel, we will attempt to contact you immediately if contact is not made we will continue to try for the next 7 days.
Should we not be able to contact within an appropriate amount of time we will cancel your order and refund you.
Below are some possible reasons for orders being held:
- Your Defence is not Valid
- The name on your Defence is different to the one provided with the Defence
- Your Address does not match the Address on your Defence
- Your address is incorrect
- The incorrect postage option was selected
- Items on your order are no longer available
- Items on your order were found to be broken during Quality Control
Please be aware that we will not send out your order if your Defence is invalid, as it is required by law.