Returns

FAULTY OR BROKEN BB GUNS

Sorry to hear you’re having a problem with your product. We’ll do our best to get this resolved as quickly as possible.

Please read the information below carefully. It explains when we can (and can’t) offer a repair, replacement, or other resolution.

WE CANNOT REFUND OR REPLACE YOUR GUN IF THE ISSUE IS CAUSED BY:

• Using unapproved BB pellets (e.g., low-quality BBs with seams/pips or BBs that aren’t perfectly round)
• Re-using BB pellets (e.g., BBs picked up from the floor)
• Taking the product apart or reassembling it yourself (unless carried out by a qualified person)
• Attempting to repair/reassemble the gun using glue or similar fixes
• Physical damage due to misuse (e.g., dropping, hitting, forcing parts, or over-tightening screws)
• Water damage or the gun getting wet
• Painting or altering the appearance of the product (please note: altering an imitation firearm to look more realistic may be a criminal offence)
• No proof of purchase
• Missing parts or incomplete returns
• Battery damage caused by overcharging
• Normal wear and tear

PLEASE NOTE: Orders outside our warranty period are not eligible for a refund, replacement, or repair.

If none of the above apply and you are within the warranty period, you likely qualify for a return. Start your return using the link below:

click to start your return

POSTING BACK TO US

All returns over 610mm must be sent with MyHermes (fully tracked and collected from your door) (why).

For returns under 610mm, you can use Royal Mail or MyHermes. We recommend MyHermes as they are familiar with our returns process and parcels are less likely to go missing.

With MyHermes, you can either arrange a home collection or print your label and drop it off at a local parcel shop (there are over 4,500 across the UK). If you live in a remote area, home collection is usually the best option.

If you choose a different courier, we can only reimburse postage costs up to the equivalent MyHermes rate.

You’ll need to pay for the return postage initially. When we send your replacement back, we typically include BB pellets to help cover your return cost (for example, if it costs £7 to return, we may include around £10 worth of BBs). If you would prefer not to receive BB pellets, please tell us in a note inside the parcel and we can instead provide store credit or refund to your original payment method (card or PayPal).

Return checklist

• Attach postage labels securely
• Add your return address to the outside of the parcel (in case it gets lost)
• Write your BBGUNSUK order number clearly on the outside of the parcel
• Use the original packaging if available; otherwise, protect the item with bubble wrap or similar
• Print your order invoice and place it inside the parcel
• Include a note describing the issue and your best contact details
• If the courier asks what’s inside, describe it as “toy”

ALL RETURNED GOODS MUST BE SENT TO:

BBGUNSUK
Warehouse 1
Frogs Hall Farm
Bambers Green
CM22 6PE

We process returns over the weekend.