Refund policy
Return Policy
We have a 30-day return policy. This means you have 30 days after receiving your order to request a return.
To be eligible for a return, the item must be in the same condition in which you received it: unused, unworn, undamaged, unmodified, and, where reasonably possible, in its original packaging. You will also need your receipt or proof of purchase.
Before returning any item, you must first contact us at support@airsoft-gear.nl. Once your return request has been accepted, we will provide you with the correct return instructions and return address.
Return shipping instructions
Return shipments must be sent directly to the return address provided by Airsoft-Gear.
Returns sent to a parcel locker, parcel box, pickup point, service point, collection point, or similar location will not be accepted.
We cannot guarantee that parcels sent to such locations will be collected. Any delays, additional costs, storage charges, or parcels returned to the sender as a result of using an unauthorized delivery location are the responsibility and risk of the sender.
We recommend sending your return with Track & Trace and keeping your proof of shipment until your return has been fully processed.
For regular returns, cancellations, and exchanges, return shipping costs are the responsibility of the customer.
Airsoft-Gear does not reimburse return shipping costs unless the product was delivered defective, damaged, incorrect, or we have expressly agreed otherwise in writing.
Damages and issues
Please inspect your order as soon as possible after delivery.
If your product is defective, damaged, incomplete, or you have received the wrong item, please contact us immediately at support@airsoft-gear.nl.
Please include:
- Your order number
- A clear description of the problem
- Clear photographs of the product
- Photographs of the packaging where relevant
Please do not return a defective, damaged, or incorrect product before contacting us. We will first assess the issue and provide you with the appropriate instructions or solution.
Depending on the circumstances, this may include replacement, repair, refund, or another appropriate solution.
Exceptions / non-returnable items
Certain items cannot be returned, including:
- Custom-made or personalized products
- Products that have been used beyond what is necessary to inspect them
- Products that have been damaged or modified by the customer
- Products that are incomplete
- Products that cannot be returned for health, safety, or hygiene reasons once the seal has been broken, where legally permitted
- Gift cards
A product will not automatically be excluded from your statutory rights merely because its packaging has been opened. Your legal rights regarding defective or incorrectly supplied products remain unaffected.
If you are unsure whether your product is eligible for return, please contact us at support@airsoft-gear.nl before sending it back.
Exchanges
If you would like to exchange a product, please contact us first.
In most cases, the fastest way to receive another product is to return the original item and place a new order once your return has been accepted.
Return shipping costs for voluntary exchanges are the responsibility of the customer.
If the exchange is required because we supplied a defective, damaged, or incorrect product, please contact us first so we can provide an appropriate solution.
European Union 14-day right of withdrawal
If you are a consumer and your order is delivered within the European Union, you generally have the legal right to withdraw from your purchase within 14 days after the day on which you, or a third party designated by you, receives the goods.
You do not need to provide a reason for exercising your right of withdrawal.
To exercise your right of withdrawal, you must inform us of your decision within the 14-day withdrawal period by contacting:
You may inspect and handle the product only to the extent necessary to establish its nature, characteristics, and functioning, similar to what would reasonably be permitted in a physical store.
If you handle the product beyond what is necessary for this purpose and this results in a reduction in value, we may deduct that reduction in value from the amount refunded, where legally permitted.
After notifying us that you are exercising your right of withdrawal, you must return the goods within the legally applicable return period.
The direct cost of returning the goods is the responsibility of the customer unless we have agreed otherwise.
The return must be sent directly to the return address provided by Airsoft-Gear and may not be sent to a parcel locker, pickup point, service point, or similar collection location.
Your statutory consumer rights remain unaffected.
Refunds
Once we have received and inspected your return, we will notify you whether your refund has been approved.
If your refund is approved, it will be issued to your original payment method.
For returns made under the statutory EU right of withdrawal, refunds will be processed within the period required by applicable law. We may withhold the refund until we have received the returned goods or until you provide sufficient proof that the goods have been sent back, whichever occurs first where legally permitted.
For voluntary returns under our additional 30-day return policy, we aim to process approved refunds within 10 business days after receiving and inspecting the returned product.
Please note that banks and payment providers may require additional processing time before the refunded amount becomes visible in your account.
For a valid withdrawal of the entire order under EU consumer law, the original standard delivery costs will be refunded where legally required.
If you selected a more expensive delivery method than our least expensive standard delivery option, we are not required to refund the additional delivery costs.
Return shipping costs remain the responsibility of the customer unless:
- The product was defective
- The product was damaged upon delivery
- You received the wrong product
- We expressly agreed otherwise
If more than 15 business days have passed since we confirmed your refund and you have still not received it, please contact us at support@airsoft-gear.nl.
Refused or uncollected returns
If a return shipment is sent to an unauthorized delivery location, including a parcel locker, pickup point, service point, or collection point, Airsoft-Gear is not responsible for collecting the parcel.
If such a shipment is returned to you, you remain responsible for arranging a new shipment to the correct return address and for any additional shipping costs incurred.
Statutory rights
Nothing in this Return Policy limits or excludes any mandatory rights you may have under applicable consumer protection law.
Your statutory rights in relation to defective, damaged, or incorrectly supplied products remain fully applicable.