Refund policy

Last updated: 11/2026

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 ordered online or over the phone — including orders you collect from our shop — 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 of you sending us a tracking number showing they’re on their way to us, whichever is sooner. If you cancel your whole order, we also refund the standard delivery charge you paid (not any express upgrade). Return postage isn’t refunded.

Please return items unused and in their original packaging where you can. You're welcome to inspect an item as you would in a shop, but if it has been handled or used beyond that and its value has dropped as a result, we may reduce your refund to reflect that loss — up to the full price where the item can no longer be sold. Unless the item is faulty or we've made a mistake, you cover the cost of return postage.

Items that are exempt or limited

  • Sealed hygiene items — such as face protection, mouthguards and earpieces supplied sealed — can't be returned once the seal has been broken after delivery, for health and hygiene reasons.
  • Items made or configured to your specification are outside the cooling-off right.
  • Clothing and gear that touches the skin can be tried on as you would in a shop. If it’s been worn or used beyond that, we’ll deduct for the loss in value.
  • Opened consumables — such as BBs and gas — can still be returned, but once opened they usually can't be resold, so your refund may be reduced by up to their full value.
  • Gas, HPA and pyrotechnic items face courier restrictions on the return journey and must be returned by the method we agree with you (see section 3).

None of this affects your right to a remedy if an item is faulty.

2. Purchases made in our shop

Purchases you pay for in person at our shop are not covered by the 14-day cooling-off right — that applies to online and phone orders only (including online orders you collect from us). 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.