Terms of service

First & Only Retail – Terms & Conditions

Last updated: [Insert date]

Contents

  1. Consumer Contracts Regulations (Distance Selling)
    1.1 Information You Should Expect From Us
    1.2 Right to Cancel
    1.3 When There Is No Right to Cancel
    1.4 Cost of Returning Items & Refunds
    1.5 Finance Options
    1.6 Deposits & Financial Guarantees
    1.7 Delivery Arrangements

  2. Further Delivery Information

  3. Returns Process & Faulty Items

  4. Website & Terms of Use

  5. Weapon‑Specific Terms
    5.1 FPS (Feet Per Second)
    5.2 11.1V LiPo Batteries
    5.3 User Error
    5.3.1 Weapon Modification
    5.3.2 Excessive Dismantling / Cleaning
    5.3.3 Poor Quality BBs
    5.3.4 Accidental Damage & Misuse
    5.3.5 Incorrect Charging Equipment
    5.4 Included Free Items (Batteries / Chargers)
    5.5 Improper Tools
    5.6 Incorrect Lubrication

  6. Price Match Promise

  7. Pricing

  8. Stock Availability

  9. Ordering & Payment

  10. Two‑Tone Service
    10.1 Age Restriction
    10.2 Preview Images
    10.3 Painted Areas
    10.4 Paint & Colour Variations
    10.5 Refunds & Returns (Two‑Tone)
    10.6 Order Cancelling (Two‑Tone)
    10.7 Modifying Two‑Tone RIFs
    10.8 Paint Wear

  11. Order Holding

  12. Legal Information

  13. Gift Cards

  14. Payment Method Specifics
    14.1 Klarna Payments

  15. Boneyard Items

1. Consumer Contracts Regulations (Distance Selling)

First & Only Retail complies with the Consumer Contracts Regulations (2014), which apply to purchases made online, by phone, or outside of a physical retail environment.

These regulations are designed to protect customers when shopping at a distance and outline your rights if something goes wrong with your order.

1.1 Information You Should Expect From Us

Before placing an order, we will provide:

  • Our business contact details

  • A description of the goods or services

  • Total pricing including applicable taxes

  • Accepted payment methods

  • Your cancellation rights and any exclusions

  • Return cost responsibilities

  • Delivery costs and estimated times

We aim to keep all information accurate and up to date throughout the website and checkout process.

1.2 Right to Cancel

You have the right to cancel your order within 7 days of delivery.

Once you notify us of cancellation, you then have a further 7 days to return the goods.

You do not need to provide a reason. Refunds will be issued once returned items are received and inspected.

1.3 When There Is No Right to Cancel

The right to cancel does not apply to:

  • Customised or modified items (including two‑tone services)

  • Goods altered after delivery

  • Items used beyond normal inspection

  • Completed services

  • Items under £25

1.4 Cost of Returning Items & Refunds

Customers are responsible for return postage unless the item is faulty or incorrect. Faulty or incorrect items will be returned at our cost.

1.5 Finance Options

Finance options may be offered through third‑party providers. Please refer to the relevant finance information page during checkout.

1.6 Deposits & Financial Guarantees

Any deposits or financial guarantees are subject to the terms outlined by the chosen payment provider.

1.7 Delivery Arrangements

Delivery costs and estimated dispatch times are shown before checkout. Delivery times may vary due to order contents, including two‑tone or workshop services.

Someone must be available to receive deliveries. Failed deliveries due to no recipient may not be refunded.

2. Further Delivery Information

Full delivery details can be found on our Delivery Information page.

3. Returns Process & Faulty Items

Please refer to our Returns Policy page for full instructions on returning items or reporting faults.

4. Website & Terms of Use

All website content is owned by First & Only Retail. Content may not be copied, reproduced, or redistributed without permission.

We strive for accuracy but reserve the right to correct errors and make changes at any time.

5. Weapon‑Specific Terms

All returned airsoft weapons must be unloaded, with no magazine or battery fitted.

5.1 FPS (Feet Per Second)

FPS figures are based on initial testing and may vary between production batches. All RIFs are chronographed for legal compliance prior to dispatch.

5.2 11.1V LiPo Batteries

11.1V LiPo batteries are for appropriately upgraded AEGs only. Use of unsuitable batteries will void warranty.

5.3 User Error

Damage caused by misuse or incorrect handling is not covered under warranty.

5.3.1 Weapon Modification

Unauthorised modifications or internal work void warranty.

5.3.2 Excessive Dismantling

Only basic maintenance should be carried out by users. Full strip‑downs are classed as user error.

5.3.3 Poor Quality BBs

Low‑quality BBs can cause internal damage and invalidate returns.

5.3.4 Accidental Damage & Misuse

Dropping, water ingress, debris, or abuse is not covered.

5.3.5 Incorrect Charging Equipment

Using incorrect chargers will void warranty.

5.4 Included Free Items

Free batteries or chargers included by manufacturers are not covered by returns or warranty.

5.5 Improper Tools

Damage caused by incorrect tools is not covered.

5.6 Incorrect Lubrication

Only airsoft‑specific lubricants should be used.

6. Price Match Promise

We may offer price matching at our discretion. Terms apply.

7. Pricing

Prices are correct at the time of order. Errors will be corrected and customers notified where necessary.

8. Stock Availability

Stock levels are updated regularly but cannot be guaranteed. Orders may be cancelled if stock becomes unavailable.

9. Ordering & Payment

We accept secure card payments and approved third‑party payment providers.

Orders may be refused due to payment issues, stock errors, pricing errors, or suspected fraud.

10. Two‑Tone Service

Two‑tone services modify RIFs to comply with UK law for buyers without a valid defence.

Two‑tone orders are custom services and are non‑refundable once started.

10.1 Age Restriction

You must be 18 or over to purchase any airsoft weapon.

10.2–10.8

Paint finish, wear, preview images, and modification limitations apply as detailed during checkout.

11. Order Holding

Orders may be held for legal or verification reasons. If unresolved, orders may be cancelled and refunded.

12. Legal Information

These terms are governed by the laws of England and Wales.

Nothing in these terms affects your statutory rights.

13. Gift Cards

Gift cards:

  • Are non‑refundable

  • Cannot be exchanged for cash

  • Cannot be replaced if lost or stolen

14. Payment Method Specifics

14.1 Klarna Payments

Klarna payment options may be available at checkout and are subject to Klarna’s own terms and privacy policy.

15. Boneyard Items

Boneyard items are sold as‑seen, may be faulty or incomplete, and are non‑returnable and non‑refundable.

Two‑tone services are not available on boneyard items.

By placing an order with First & Only Retail, you confirm that you have read, understood, and agree to these Terms & Conditions.

Additional Terms Incorporated (Expanded Returns, Faults, Finance & International Shipping)

The following sections expand and strengthen the Terms & Conditions above, and are intended to be used together as one complete document for First & Only Retail.

1. Consumer Contracts Regulations (Distance Selling) – Additional Detail

1.1 Who We Are

First & Only Retail (“we”, “us”, “our”) operates this website and sells airsoft products, accessories and related services.

Company details, registered address, and data controller details (where applicable) will be shown on our website and/or on the checkout, invoices, and contact pages.

1.2 What To Expect From Us (Pre-Contract Information)

Before you place an order, we will provide (on the website and/or at checkout):

  • Our contact details

  • A description of the goods and/or services

  • Total price including VAT (where applicable) and delivery charges

  • Available payment options

  • Cancellation rights and exclusions

  • Return responsibilities and any deductions that may apply

  • Delivery options, costs, and estimated delivery times

1.3 Making a Contract With Us

When you place an order, you are making an offer to purchase goods or services.

  • We will send an email confirming we have received your order.

  • A contract is formed when we send an email confirming acceptance and/or when your order is dispatched (whichever occurs first).

If the goods are unavailable, or there has been a pricing or listing error, we will contact you. If we cannot fulfil the order, we will not dispatch the goods, we will refund any payment received, and no contract will be formed.

1.4 Right to Cancel

For most goods bought online or by phone, you may cancel within 7 days of delivery.

You must notify us within those 14 days. After notifying us, you have a further 7 days to return the goods.

Refunds are issued once returned goods are received and inspected.

1.5 Refunds Where You Cancel Before Dispatch

If you cancel an order before it has been dispatched, we will refund you using the original payment method.

Payment processor fees: Some payment providers may not return their processing fees to us when we refund a transaction. Where this applies, and where permitted by law, we may deduct the non-refundable processing fee from the refund unless the refund is due to our error (e.g., faulty/incorrect item) or where prohibited by law.

Any such deduction (if applicable) will be disclosed during checkout or in your cancellation confirmation.

1.6 When There Is No Right to Cancel

The right to cancel does not apply to:

  • Customised or made-to-order items (including two-tone painting and workshop modifications performed at your request)

  • Services which have been completed

  • Goods that have been altered after delivery by you or a third party

  • Sealed goods where the seal has been broken for hygiene/safety reasons (where applicable)

  • Items used beyond normal inspection (we may still accept a return but may apply a deduction for diminished value)

1.7 Cost of Returning Items & Deductions

Unless the item is faulty or incorrect, you are responsible for return shipping.

If returned goods are handled beyond what is necessary to inspect them (as you reasonably would in a shop), we may reduce your refund to reflect any loss in value.

1.8 Finance Options

We may offer finance or “pay later” options through third-party providers. If you choose finance:

  • You will be redirected to the provider’s secure application portal.

  • The finance provider may request additional information to assess eligibility.

  • We do not receive or view your sensitive financial answers.

  • If your application is approved, we receive confirmation that allows us to process the order.

Finance is subject to the provider’s own terms, eligibility checks, and approval.

2. Delivery

2.1 Delivery Times & Responsibility

Delivery costs and estimated dispatch times are shown before checkout.

All delivery dates are estimates. Delays may occur due to events outside our control (courier delays, weather, high demand, stock issues, etc.). We are not responsible for consequential losses (e.g., missed game days, time off work).

2.2 Failed Deliveries, Safe Places & Re-routing

If no one is available to receive delivery, the courier may attempt re-delivery or may divert the parcel according to their processes.

If a parcel is re-routed due to an incorrect or incomplete address provided by you, the courier may charge a re-routing fee. Where this happens, we reserve the right to pass that fee on to you.

2.3 Lost, Misdelivered, or Stolen Parcels

If you believe a parcel is lost in transit or misdelivered, you must notify us as soon as possible and no later than 7 days after dispatch so we can open an investigation with the courier.

If a parcel is marked as delivered and you believe it was stolen, you must notify us promptly and, where appropriate, report the incident to your local police and obtain a crime reference number.

3. International Shipping

Due to the nature of some items we sell, international customers order at their own risk.

It is your responsibility to ensure:

  • The goods are legal in your destination country

  • You have any required licenses/permissions

  • You understand local customs rules, taxes, duties and restrictions

We cannot be held responsible for actions taken by customs authorities once a parcel leaves the UK.

If goods are seized, destroyed, or held by customs, refunds may not be available. If seized goods are returned to us, we may refund the value of the goods excluding shipping, minus any fees/fines/charges imposed for handling or return, once the goods are received back and checked.

4. Returns Procedure (RMA Process)

4.1 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.

4.2 Packaging & Condition

Items must be securely packaged to avoid transit damage.

Unless agreed otherwise, returns should include:

  • All original parts and accessories

  • Manuals/instructions and included components

  • Original packaging where reasonably possible

Where possible, do not send returns with the product box visible as the outer shipping box.

4.3 Unwanted Returns (Change of Mind)

You must notify us within 7 days of delivery and return the goods within 7 days of notifying us.

Return shipping is your responsibility. We strongly recommend using a tracked and insured service.

4.4 Faulty Items / Not as Described (Return Postage)

If an item is faulty on arrival or not as described, contact us before posting anything back.

Depending on item size/weight, we may:

  • Reimburse reasonable return postage (up to a stated cap), or

  • Arrange a courier collection

We may require proof of postage/receipt.

4.5 Inspection & Processing Times

Once received:

  • Unwanted returns are inspected and passed for refund processing.

  • Faulty returns may be assessed by our technicians.

We aim to process returns promptly. Complex technical assessments can take longer in busy periods.

If no fault is found or damage is due to user error/misuse, you may be responsible for return postage and/or inspection costs (where permitted).

5. Faulty Items & Warranty

5.1 Important Notice: Do Not Disassemble

Do not disassemble airsoft guns or related products to diagnose faults unless explicitly authorised by us.

Attempted repairs, internal work, or unauthorised modifications may void warranty.

5.2 Faulty Within 7 Days of Delivery

If your item is faulty within 7 days of delivery, contact us immediately.

Subject to inspection and provided the issue is not caused by misuse, you may be entitled to:

  • Repair, replacement, or refund

Where the product shows cosmetic wear from use, a repair may be offered instead.

5.3 Faulty After 7 Days (Within Warranty Period)

If a fault occurs after 7 days but within the applicable warranty period, we will assess and, where appropriate, repair the item.

If the item is unrepairable or not cost effective to repair, we may offer a replacement or refund.

5.4 Warranty Exclusions (Examples)

Warranty does not cover:

  • Accidental damage, negligence or misuse

  • Routine maintenance and wear and tear

  • Unauthorised repairs/modifications/upgrades

  • Damage from poor quality BBs

  • Damage from incorrect batteries/chargers

  • Damage from unsuitable gas types/pressures or HPA use where not supported

  • Cosmetic wear from normal use

  • FPS variance within reasonable manufacturing tolerances

  • Free “included” items (e.g., basic batteries/chargers included by manufacturers)

5.5 Warranty Periods

Warranty periods (if offered) will be stated on the product page, invoice, or warranty page.

Where a warranty period is stated, it begins on the purchase date.

6. Refunds

6.1 How Refunds Are Issued

Refunds are issued back to the original payment method used.

Refunds typically clear within a few working days, but can take longer depending on the payment provider.

6.2 When Refunds May Not Be Offered

Refunds may be refused where:

  • The item has been damaged by attempted repair, misuse, or negligence

  • The item has been altered after receipt

  • The item is a non-faulty customised product (e.g., two-tone/workshop service)

  • The return is made by someone other than the original purchaser

  • The item has been used beyond what is reasonably necessary to inspect it

7. Weapon-Specific Terms (Supplement)

The weapon-specific terms in Section 5 above apply in full.

Additional notes:

  • We may provide an FPS reading for legal compliance; performance outcomes vary.

  • Battery guidance on product pages must be followed to maintain warranty eligibility.

8. Two-Tone Service (Supplement)

The two-tone terms in Section 10 above apply in full.

Additional notes:

  • Two-tone is a custom service; once started, it may not be cancellable/refundable.

  • Where we require age verification for RIFs/two-tone orders, your order may be held until verification is received.

9. Boneyard Items (Supplement)

The boneyard terms in Section 15 above apply in full.

Additional notes:

  • Boneyard items are sold as-is and are non-returnable/non-refundable.

  • Two-tone services are not available on boneyard items.

End of combined Terms & Conditions.