Returns Policy
Please Note: Unwanted Items – These must be returned complete along with all retail packaging and must be in an ‘as new’ resale-able 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 tank pressure etc]
1 - Returns Procedure
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 number and the name and address on the order.
When returning an item it is important to ensure that you package the items securely to prevent any damage in transit, the order number should be clearly visible on the outside of the parcel and 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].
Items need to be returned complete and include all original parts such as original retail packaging, instructions and any included components like batteries and chargers etc, unless otherwise agreed via email.
Items returned without being booked in may take longer to process or may not be able to be accepted at all.
Return Address:
MCS UK (UK Paintball) Returns Dept
[Your Order Number]
Drake House
1 Pavilion Business Park
Speculation Road
Cinderford
GL142YD
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.
Orders placed and then immediately cancelled OR orders places and then cancelled soon thereafter; This is a major problem for a small business to handle as all resources are setup to get orders out to customers as fast as possible, as everyone wants their orders asap. So its likely your order may ship even if you may have emailed in to request cancellation. A couple of points to note:
1. If you for some reason place and order then soon after cancel it please keep in mind we are still charged a 2.5% fee by the payment processor for handling payment on your behalf, we are unable to refund this fee, we can only refund 100% of the money we received.
2. Due to the focus on getting orders out asap this is where our priority lies; 1. Get orders shipped as soon as the working day starts 2. Reply to emails - usually starting around midday when the shipping cut off for that day ends. So, call us immediately rather than emailing or writing in. If writing in, its likely, due to the efficiency of our shipping that your order will have already been packed and shipped.
You would be responsible for arranging and paying for the cost of the return and how you do this, 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' or items modified at your request. This does not affect your ability to return these items if they are faulty.
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 in most cases to have this collected, if your outside the UK, you will have to arrange delivery back to us (all reasonable return costs would be reimbursed on receipt of the item in the condition it was received)
Any courier collection made for any UK address 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 would only cover reasonable return costs (reasonable would be deemed what was original paid for delivery)
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 7 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
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].
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].
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.
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 any repair would likely incur a charge, we would let you know this before carrying out any work.
3 - Refunds
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.
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
- 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
