1 - General
2 - Weapon Specific Returns
2.1 - Modified Returns
3 - User Error
3.1 - Weapon Modification
3.2 - Stripping a Weapon Completely during Cleaning
3.3 - Use of Poor Quality BBs
3.4 - Damage by Dropping, Force Damage and Debris
3.5 - Use of the incorrect Charging unit
3.6 - Use of 11.1v or Higher Li-Po Batteries
3.7 - Airsoft AEG Specific Returns
3.8 - Returns Related to include Free Chargers / Batteries
3.9 - Removing Screws, Nuts and other Parts using the Improper Tools
3.10 - Use of incorrect lubrication
4 - Two Tone Service
6 - Common Questions
6.1 - What is your return address?
6.2 - What is your returns period?
6.3 - How long is your warranty period?
6.4 - How do I arrange a return?
6.5 - How do I get a returns form?
6.6 - Who should I use to post return items?
6.7 - Can I cancel orders which have not been dispatched?
6.8 - How can I contact the returns department?
Upon signing for the delivery you are accepting the condition and correct delivery for your items, however, we do understand that you might not be able to open your package straight away so you have up to 48 Hours to advise us of missing, damaged or incorrect items.
You can Cancel most orders that have not yet been dispatched, with the exception of modified goods such as Two Tone or Workshop Service Jobs. If this is the case please get in touch with our Customer Care team as soon as possible. Information about how to Contact Us can be found on our Contact Us Page.
We want you to be absolutely happy with our products and services, so we provide the simple Patrol Base guarantee: if on receiving your item you are unhappy with your item for any reason then simply send it back to us. We would then be happy to replace or refund the item. Please note that only standard products can be returned for a refund/exchange. We cannot accept back any item that has been made to order i.e. Custom Two Tone Airsoft Equipment or Custom Guns..
This guarantee ensures that if you are unsure about what you are purchasing you have the peace of mind of knowing that we are here to help.
If you are returning a product because it is faulty or something is wrong then the Customer Care Team can arrange for costs you incur to be refunded. For more information on this please see: 5. Returns Post Cost.
If an item is not faulty but you would like to return it for any other reason, such as you have just changed your mind then this is ok but the item/s must be returned within 14 days, be complete and in as new condition. This includes all packaging and extra / gift / included items, so please do not use the box as a makeshift target. Please note, return postage costs for non-faulty items will not be refunded. For more information on this please see: 5. Returns Post Cost.
Please ensure that any returned items are wrapped securely, and enclose a note with your order number, contact details and reason for return. Please note we cannot take any responsibility for any items which are lost or damaged in transit, be it from poor packaging or otherwise.
Our returns address is:
Patrol Base Limited
Unit 2, New Mill,
If you do want to arrange the Return of an item please get in touch via our Contact Us Page and we will explain how to return the items.
The stated Feet Per Second (FPS) listed is based on the first unit taken into stock from our suppliers. Subsequent units on new deliveries or new production runs may deviate from this figure substantially.
Before dispatch we check all weapon Power / FPS Levels ourselves in store using SKANAR Brand Chronometers before dispatch in accordance with UK Laws (VCRA, Violent Crimes Reduction Act 2006).
If the power level 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.
Please note, we can only accept returns which are returned to us unmodified from their original state.
This includes changes or permanent modifications to the Internal or External components of the weapon, included but not limited to: Gearbox Work (Such as Gears, Pistons, Triggers, Nozzles and Motor), or Barrel Cutting, Changing, Spraying of the Weapon, Removal of Two-Tone. This includes disassembly weapons, with the exception of expected maintenance (Such as Pistol Cleaning, or Barrel Cleaning).
We cannot accept returns which have had work carried out by other Retailers, or Airsoft Techs, such as an attempted repair.
If any problems arise from user error we cannot accept a return, however we will help you in repairing the problem. Examples of User Error are, and not limited to:
We do understand that users like to modify their weapons, however, once a permanent modification has been made, or if the weapon has been taken apart outside of expected maintenance (Such as Pistol Cleaning, or Barrel Cleaning).
Typically, stripping and cleaning a pistol only entails splitting the Slide and Frame, and cleaning the Barrel, wiping dirt from moving parts and applying fresh lubricant. Removing parts, such as the trigger mechanism, and damaging them is considered user error.
Typically, stripping and cleaning an AEG / Gas Blowback Rifle entails removing the inner barrel for cleaning. Any further work, such as Gearbox Maintenance, should be carried out by our Shop Technicians.
For further help on maintaining weapons please free to call us on 01484 644709.
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 cannot accept a return. 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 using BBs supplied by: ASG, G&G, King Arms, and Amoeba. If we feature the BBs on our website they are safe to use with your Airsoft Weapons.
Although Airsoft Guns are typically built and designed to last they are Toys, and are not manufactured to the same quality as Real Firearms. As such, dropping, hitting, throwing, and dipping in mud can cause permanent damage to Airsoft Replicas. We cannot accept returns of weapons that have been obviously mistreated, or with parts missing and broken etc.
Please ensure that when charging batteries the correct Charging unit 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.
High Voltage / Discharge batteries can cause permanent damage to AEG internals, please see the section below for further information.
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 voids all warranty on all AEGs supplied by Patrol Base Ltd. This includes units where Manufacturers, suppliers, other retailers or the Airsoft media state that a unit is 11.1V LiPo ready.
Unfortunately we cannot accept returns of Batteries and Chargers that comes supplied in a bundle with a weapon as these are considered free gifts and are typically of a lower quality than other available chargers and batteries. For example, batteries supplied for free with weapons usually features a low mAh rating and feature a low charge capacity.
We recommend that when purchasing an Airsoft Weapon you also purchase a new Battery and Charger for maximum reliability.
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.
Do not use lubrication during maintenance which is not designed for use with Airsoft Products. We cannot accept returns, or honour warranty, of weapons which have been damaged through the use of inappropriate lubricants.
Examples of an appropriate range of lubricants are: the Abbey range of Lubricants.
Examples of inappropriate lubricants are: WD40, Abrasive Lubricants, and Mineral Oil based Lubricants.
For more detailed Two Tone Service Terms and Conditions please see: Terms and Conditions: 11 - Two Tone Service Terms and Conditions.
If you are returning a product to us because it is faulty, or you have been sent the wrong item etc, then we will cover the cost for it to be returned. The customer services team will arrange for any reasonable cost you incur to be refunded.
Please ensure you keep copies of Receipts for postage charges so we can refund you the full amount, without proof we reserve the right to refuse the repayment. We suggest that when returning an item you use a tracked service, as it allows you to check we have received the returned item and helps us to tell how much you have been charged.
We will happily refund up to £10 for returns postage costs. If your returns postage is going to be more than £10 please get in touch via our Contact Us Page prior to the return and we can organise a courier collection for you instead.
If you do send goods back for any reason other than a fault, such as if you change your mind, you will be asked to pay the carriage charge. We will not cover the postage cost of returns of non-faulty items.
If you change your mind and return an item to be swapped we will not cover the post cost of the return of the item, or the cost to dispatch the new replaced item.
Our returns address is:
Patrol Base Limited
Unit 2, New Mill,
Our returns period is 14 days from when you initially received the item, if you no longer want the item you can return it to us with the original packaging. However, we will be unable to refund your postage.
The warranty period for all items we sell is one month from the receipt of your product. We can replace your product if it was received damaged or becomes faulty through normal use, but not if it was through user error. If the item is found not to be damaged through user error, we can refund your postage. Please contact us to discuss replacement or the fixing of your item.
To arrange a return please contact us via Telephone and we will talk you through the steps required to return your items. This typically means filling in a returns form and posting it back to us. If the product is faulty, you will receive a refund for the cost of your post.
To receive a returns form please get in touch via our Contact Us Page and we will E-mail you a form to print out and fill in.
You can use any service you want but we suggest that you use a tracked service, as it allows you to see when your return has arrived with us and helps us to tell how much you have been charged.
You can cancel any order that has not been dispatched. Please get in touch via our Contact Us Page, and call us as soon as possible.
If you would like to contact us directly, you can find all of our contact details on the Contact Us page.
For more information please feel free to get in touch via our Contact Us page.