Returns & Faulty Goods

Last updated: 08/2026

At Titan Forge Airsoft we want you to be happy with your order. This page explains your right to cancel or return an order, how we handle faulty goods, and the specific steps for returning realistic imitation firearms (RIFs) and air/gas systems. Nothing on this page affects your statutory rights under UK consumer law.

Before you return anything

Please contact us first so we can issue a return authorisation and, where needed, a returns label:

Include your order number, the item(s) concerned, and — for faults — a description of the problem. Returning a RIF? Read section 3 before you send anything.

1. Changed your mind — online & phone orders (14-day cooling-off)

If you bought online or over the phone, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel for any reason:

  • You have 14 days from the day after you receive your order to tell us you want to cancel.
  • After telling us, you have a further 14 days to send the goods back.
  • We'll refund within 14 days of receiving the goods back (or your proof of postage), including the standard outbound delivery cost (not any express upgrade you chose).

Goods should be returned unused and in their original packaging, in a resaleable condition. You're welcome to inspect an item as you would in a shop, but if its value is reduced by handling beyond that, we may make a proportionate deduction from your refund. Unless the item is faulty or we've made a mistake, you cover the cost of return postage.

Items that are exempt or limited

A small number of items are outside the cooling-off right, or can't be returned once opened, including:

  • Opened or used consumables — e.g. BBs, gas and pyrotechnics — for safety and hygiene reasons.
  • Items made or configured to your specification.
  • Gas, HPA and pyrotechnic items may also face courier restrictions on the return journey (see section 3).

This does not affect your right to a remedy if an item is faulty.

2. In-store & click-and-collect purchases

Purchases made in person at our shop are not covered by the 14-day cooling-off right — that applies to distance (online/phone) sales only. We're happy to help where we can, but change-of-mind returns on in-store purchases are at our discretion and may be offered as an exchange or credit rather than a refund. Your faulty-goods rights in section 4 always apply.

3. Realistic Imitation Firearms (RIFs) & air/gas systems

RIFs carry the same cancellation rights as any other online order — but because they're age-restricted and couriers place restrictions on sending imitation firearms, please contact us before returning one so we can arrange it safely and lawfully. Do not post a RIF back without speaking to us first. HPA/gas systems and pyrotechnics have similar carriage restrictions and must be returned by the method we agree with you.

4. Faulty goods (Consumer Rights Act 2015)

If an item is faulty, not as described, or not fit for purpose, you're entitled to a remedy:

  • Within 30 days of receiving it, you can reject it for a full refund.
  • After 30 days, you're entitled to a repair or replacement; if that isn't possible or doesn't fix it, to a refund (which may be reduced to reflect use after the first six months).

Contact us with your order number and a description (photos help) and we'll put it right. Where a manufacturer warranty applies, we'll help you arrange a warranty repair.

5. If we've made a mistake

Wrong item, a picking error, or something damaged in transit? That's on us — contact us on 01494 911990 or sales@titanforgeairsoft.com and we'll sort it at no cost to you, including return postage. If a pre-packaged item arrives with something missing or incorrect from the manufacturer, let us know and we'll resolve it.

6. Returns outside the 14-day window

If you ask to return an unwanted, unused item outside the statutory cooling-off period, we may accept it at our discretion. Discretionary returns can be subject to a restocking fee of up to 20% and may be offered as a refund, exchange or credit at our discretion. This does not apply to valid cooling-off cancellations (section 1) or faulty goods (section 4).

7. Sending your return

Return address: Titan Forge Airsoft, Fryers Farm Lane, Lane End, High Wycombe, Buckinghamshire, HP14 3NP.

Please use a tracked, insured service and keep your proof of postage. Until it reaches us, a change-of-mind return remains your responsibility, and we can't refund items lost or damaged on the way back to us. (For faulty items or our errors, use the method we arrange with you.)

Contact

None of the above affects your statutory rights under UK consumer law.