Unwanted Items – These must be returned complete along with all retail packaging and must be in an ‘as new’ resaleable condition.
Faulty Items – faults caused by accident, neglect, misuse* or normal wear and tear are not covered and cannot be returned.
*(examples of misuse would also include where an item has been dismantled/taken apart other than for normal operation or routine maintenance or use of an incorrect battery etc]
1 - Returns Procedure
Lock down Updates
You are still free to return items to us, however please note that as of 23.03.20 all items are being quarantined for approximately 2-3 days before our staff will open them.
Any extra time will be added on top of the standard returns processing time, and is to protect our staff from infection. Thank you for understanding.
1.1 - Preparing items for return
Please first contact us to notify us of your wish to return an item and to book in the return. 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.
Whenever 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 clearly visible on the outside of the parcel and also enclose a note in the parcel that has your contact details, order number, reason for the return [i.e. unwanted, faulty, incorrect item etc] and your desired outcome [refund, repair, replacement – where applicable].
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 being booked in may take longer to process or may not be able to be accepted at all.
Patrol Base Returns Dept
Unit 2 New Mill
1.2 - Returning unwanted items [cancelled orders]
To return items of this nature you would 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, where the packaging has been damaged 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 or a credit note/voucher may be offered instead of a refund.
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.
1.3 - 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 have a 'pre-paid' label sent to you via email, this would need to be printed and attached to the parcel and the parcel can then be dropped off at a courier pick-up point [the nearest to you would be noted in the email], in situations where the size of the parcel or the lack of available pick-up points nearby would prevent this method being used, then we may opt to arrange a courier collection for you instead. Either of these options would need to be arranged with us in advance.
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.
1.4 - 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 workshop for a further 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 before hand with you.
2 - Faulty Items
2.1 - 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, 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].
2.2 - Faulty items over 30 days but less than 6 months
If you have returned a faulty item to us outside of 30 days of having received it but within 6 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].
2.3 - Faulty items over 6 months but within 12 months
If you have returned a faulty item to us outside of 6 months of having received it but within 12 months, we will be happy to inspect it free of charge for you. If we are able to confirm the item has suffered from a manufacturers defect 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]. If 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.
2.4 - What happens if a faulty item is not covered or is over 12 months old
If an item is returned over 12 months 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 - Refunds
3.1 - Process
When a refund is issued it will always be returned back 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.
3.2 - 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 knew an item was faulty when you bought it [i.e. a ‘boneyard item’]
- If you have damaged an item by trying to repair it yourself or getting someone else to do it (though we may still offer to a repair it, provide a replacement or a partial refund)
- 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 workshop 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 [a reduced refund may still be available, please contact us to discuss this].
4 - Weapon Specific Terms
4.1 - FPS [feet per second]
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 SKANAR Brand Chronometers 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 the power level [FPS] of the unit is of particular importance to you, the end user, please Contact Us prior to your purchase and we will try our best to cater to your needs.
4.2 - 11.1V LiPo
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, Patrol Base Ltd, unless specified by ourselves on the product page on our website. This includes units where manufacturers, suppliers, other retailers or the airsoft media state that a unit is 11.1V LiPo ready.
11.1v LiPo batteries should only be used in guns where we have specifically stated that the item is suitable for 11.1v LiPo in the product specification or description of the product.
4.3 - User Error
If any problems 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 however this may be a chargeable service.
Examples of user error are, and not limited to:
4.3.1 - Weapon Modification
We do understand that users like to modify their weapons, however we may not be able to cover a repair once a permanent 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).
4.3.2 - Stripping a Weapon Completely during Cleaning
Although regular maintenance is essential and failure to perform this can lead to premature wear or damage, incorrectly maintaining or excessive dismantling can also cause issues.
Stripping and cleaning a gas powered weapon only entails splitting the slide and frame [or receiver on a rifle], checking seals, wiping dirt from moving parts and applying fresh lubricant. Removing parts, such as the trigger mechanism, can cause damage and is considered user error.
Maintaining an electric powered weapon only typically entails basic cleaning to ensure the item is free from dirt and debris. Any further work, such as gearbox maintenance, should be carried out by our Shop Technicians.
For further help on maintaining weapons please free to get in touch with us via our Contact Us page.
4.3.3 - 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 do use are of good quality.
Please don't use cheap / low quality BBs in airsoft replicas supplied by us, if we find evidence that low quality BB have been used we may not be able to accept a return or offer a refund.
Unfortunately, more and more RIFs booked in to our workshop with damage caused by a poor choice of BB. Poor quality BB’s are BB’s which have been manufactured in a location with poor quality control, resulting in ammo which breaks easily, has mold lines, injection marks or poor weighting ratio.
We recommend any of the brands that you will see available on our website, if we feature the BBs on our website we have typically tested them thoroughly and can confirm they are safe to use with your Airsoft Weapons.
4.3.4 - Accidental Damage by Dropping, Miss-use and Debris etc
Although airsoft guns are typically built and designed to last they are at the end of the day still toys, and as such are not manufactured to the same build quality as real firearms. Dropping, hitting, throwing, and dipping in mud etc can cause permanent damage to airsoft replicas. We cannot accept returns of weapons that have been mistreated, abused or with parts missing and broken etc.
4.3.5 - Use of the incorrect Charging unit
Please ensure that when charging batteries the correct type of charger is used. For example, do not use a Li-Po charger to charge a Ni-Mh battery, or a Ni-Mh charger to charge a Li-Po battery. Please read all supplied instructional material, as we cannot accept the return of items damaged in this way.
4.4 - Included Free Chargers / Batteries
A number of manufacturers include a free battery and charger in the box, although this can be quite handy when just starting out, we would always highly recommend purchasing a seperate battery and charger.
The reason for this is it is typical for these items to be a very cheap / low quality product 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] and does not offer safety features, included on aftermarket options, like an auto-shut off feature when the battery is fully charged, the battery is also usually of a lower capacity than aftermarket ones and will need recharging far more often.
Due to the nature of these items, and the fact that we do not stock them separately, unfortunately we cannot accept returns of these batteries and chargers if they come supplied with a weapon as a ‘free gift’ from the manufacturer.
4.5 - Removing Screws, Nuts and other Parts using the Improper Tools
We cannot accept the return of items which have been taken apart using the wrong tools, or have had screws, nuts or bolts damaged due to mistreatment. Please ensure that you do not use ball headed Allen keys on any airsoft equipment, as this can lead to threading and serious damage.
Please note, this includes all screws and nuts, including the quick change spring release nut at the back of some receivers.
4.6 - Use of Incorrect Lubrication
Do not use lubrication which is not designed for use with airsoft products. We cannot accept returns, or cover the cost of repairs for weapons which have been damaged through the use of inappropriate lubricants.
Examples of an appropriate range of lubricants are the Abbey range of lubricants found on our website.
Examples of inappropriate lubricants are: WD40, abrasive lubricants, and mineral oil based lubricants.
We recommend that you only use the type of lubricants available through our website, if you are unsure of what to use please get in touch with us via our Contact Us page.