Refund policy

Returns, cancellations and statutory rights

We offer a 14-day voluntary return period. UK and European Union consumers may also have statutory cancellation and consumer rights, as explained below. Nothing in this policy limits any rights provided by applicable consumer law.

Voluntary returns

Where a statutory right to cancel does not apply, you may request a voluntary return within 14 days after receiving your order. Voluntary returns must be unused, unmodified and uninstalled, with all supplied parts, accessories and manuals included. Please return the original packaging where reasonably possible.

If the return deadline falls on a weekend or public holiday, it will be extended to the next working day.

UK and European Union right to cancel

If you are a consumer purchasing online in the United Kingdom or European Union, you may notify us that you wish to cancel your order within 14 days after receiving it, without giving a reason, unless a legal exception applies. After notifying us, you normally have a further 14 days to send the goods back.

You may inspect the goods only as reasonably necessary to establish their nature, characteristics and function, in a similar way to an in-store inspection. We may make a lawful deduction for any reduction in value caused by handling beyond what is reasonably necessary. Original packaging is requested where reasonably possible, but it is not an absolute condition of exercising a statutory right to cancel.

Order cancellation before dispatch

If your order has not yet been fulfilled or dispatched, you can request cancellation through your customer account. Sign in using the email address used for your order, select the relevant order and submit a cancellation request.

Request a cancellation or return through your customer account

If the order has already been dispatched, you may still request a return after delivery where it is eligible.

How to request a return

Use the customer account link above or email Jxairsoft.uk@gmail.com with your order number and the reason for the request, if applicable. Our return confirmation and instructions help us process the parcel efficiently, but your statutory cancellation rights do not depend on our approval.

Return shipping costs

For a voluntary return or a change-of-mind cancellation, you are responsible for the direct cost of returning the goods unless we agree otherwise. If the goods are faulty, damaged on arrival, incorrectly supplied or not as described, we will cover reasonable return costs or provide an appropriate return method.

Use a suitable tracked and insured service where appropriate. You remain responsible for the return parcel until it reaches us, except where we have arranged or provided the return service.

Faulty, damaged or incorrect goods

Please inspect your order after delivery and contact us as soon as reasonably possible if it is damaged, faulty, not as described or incorrect. Your statutory rights are not limited by the 14-day voluntary return period.

Under the UK Consumer Rights Act 2015, UK consumers may be entitled to a repair, replacement or refund depending on the circumstances. This generally includes a 30-day short-term right to reject goods that are faulty, not as described or not fit for purpose. We will not charge return shipping for a valid faulty-goods claim.

Return address

Eligible returns should be sent to:

JXAirsoft
2 Silt Road
Littleport
Ely
Cambridgeshire
CB6 1QD
United Kingdom

Please include your order number inside the parcel.

Exceptions

Some goods may be excluded from change-of-mind returns where a legal exception applies, including genuinely personalised or made-to-order goods, gift cards, and sealed goods that are not suitable for return for health or hygiene reasons once unsealed. Goods damaged, modified or installed after delivery may not qualify for a full voluntary refund.

These exceptions do not remove your rights where goods are faulty, incorrectly supplied, not as described or where applicable law provides otherwise.

Exchanges

Exchanges are handled as returns. The simplest process is to return the unwanted item and place a separate order for the replacement once the return has been accepted.

Refunds

For a valid statutory cancellation, we will refund the price paid and, where the whole order is cancelled, the cost of the least expensive standard delivery service we offered. Additional costs for an upgraded delivery service are not refundable unless required by law.

We will issue a statutory cancellation refund to the original payment method within 14 calendar days after we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first. We may withhold the refund until one of those events occurs.

For an accepted voluntary return, we will normally issue the refund to the original payment method within 10 calendar days after receiving and inspecting the goods. Your bank or payment provider may require additional processing time.

If you have not received an expected refund, contact Jxairsoft.uk@gmail.com.