Refund policy

Returns & Refunds Policy

Last updated: 19 January 2026

This Returns & Refunds Policy applies to all purchases made through First & Only Retail ("we", "us", "our"). It should be read alongside our Terms & Conditions.

1. Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Contracts Regulations and the Consumer Rights Act 2015.

2. Cancelling an order (change of mind)

2.1 Your right to cancel

If you purchase goods online or by phone, you have the right to cancel your order within 7 days of receiving your items, without giving a reason.

To exercise your right to cancel:

  • You must notify us within 7 days of delivery

  • You then have a further 7 days to return the item(s)

Refunds will be issued once the returned item(s) have been received and inspected.

2.2 Items excluded from cancellation

The right to cancel does not apply to:

  • Customised or made-to-order items (including two-tone painted items)

  • Workshop-modified items carried out at your request

  • Items altered after delivery by you or a third party

  • Items used beyond what is necessary to inspect them (a partial refund may still apply)

3. Cancelling before dispatch

If you cancel your order before it has been dispatched, we will issue a refund to your original payment method.

Where a payment provider does not refund processing fees to us, we reserve the right (where legally permitted) to deduct any non-refundable processing fees unless the cancellation is due to our error (for example, an incorrect or faulty item).

4. Returning unwanted items

4.1 Return conditions

Returned items must:

  • Be unused and in an "as new" condition

  • Include all original parts, accessories, manuals and packaging

  • Be securely packaged to avoid damage in transit

We reserve the right to make a deduction from the refund if the value of the goods has been reduced due to excessive handling.

4.2 Return costs

Unless an item is faulty or incorrect, you are responsible for return postage costs.

We strongly recommend using a tracked and insured delivery service. We cannot accept responsibility for items lost or damaged in transit until they are received by us.

5. Faulty, damaged or incorrect items

5.1 Faulty on arrival or not as described

If an item arrives faulty, damaged, or not as described:

  • Contact us as soon as possible before returning anything

  • Do not attempt to repair or disassemble the item

We will arrange a suitable return method and cover reasonable return costs where the fault is confirmed.

5.2 Inspection and resolution

Once received, faulty items will be inspected.

Depending on the outcome, we may offer:

  • A repair

  • A replacement

  • A refund

If the fault is found to be due to misuse, accidental damage, unauthorised modification or wear and tear, a refund or free repair may not be available.

6. Airsoft-specific return requirements

For safety reasons, all airsoft replicas returned must be:

  • Unloaded

  • Supplied with no magazine fitted

  • Supplied with no battery or gas connected

Returns not meeting these requirements may be refused.

7. Two-tone items

  • Two-tone items are classed as customised products

  • Once the two-tone service has started, orders cannot be cancelled or refunded

  • Two-tone items can only be returned if faulty

Paint wear due to use or handling is not considered a fault.

8. Boneyard / clearance items

Items sold as Boneyard, clearance, ex-display, damaged or incomplete are sold as-seen.

These items:

  • Are not eligible for return, refund or replacement

  • Are excluded from warranty

Please ensure you read the product description carefully before purchasing.

9. Refunds

9.1 How refunds are issued

Approved refunds will be issued to the original payment method only.

Refunds are typically processed within 7 working days, but may take up to 14 days depending on the payment provider.

9.2 Delivery charges

Original delivery charges are non-refundable unless the item is faulty or incorrect.

10. How to return an item

To request a return or report a fault, please contact us first:

Email: info@firstandonlyretail.co.uk

Contact Us First (RMA Number)

Before returning any item, please contact us to request an RMA (Return Authorisation).

You will need:

  • Order number (or proof of purchase for in-store/cash purchases)

  • Name and address used on the order

  • Details of the items and reason for return

Returns sent without an RMA may take longer to process and may be refused.

We will provide return instructions before any item is sent back.

11. Contact

If you have any questions about this Returns & Refunds Policy, please contact us using the details above.