Shipping & Returns
Postage & Packing costs from £4.99*
Yes, that's right all standard orders placed on our website for delivery within the mainland UK*, over the phone or via email will have securely signed for delivery from £4.99!
Age-restricted products and large items such as airguns, airsoft rifles, and cases will be from £9.99
For Air Weapon delivery details please click here.
How We Send Your Items
All orders no matter what the cost a sent via an insured signed for service which at the minimum standard will be Royal Mail Recorded Delivery up to Parcel Force 24Hr signed for or APC Couriers 24Hr signed for.
Please note however, although some of these are 24Hr services, they are not guaranteed next day or Saturday services, we can offer those at an extra charge, please call us for details on 01293 525880 Ext.1
If you do not receive your order within a few days of receiving your 'dispatched' email don't panic! Just drop us a line and we can make sure you have all the tracking details you need (if you haven't already got them!).
*Beyond Mainland UK
Please note, due to the sensitive nature of some of our goods we do need to charge extra for delivery to Northern Ireland, the Scottish Highlands, and certain offshore islands. We don't like it, but to get these goods shipped securely and within postal guidelines, it does cost a little more. For these reasons, we only ship within the UK.
Please note, all gun-shaped orders being sent to Northern Ireland have to be sent via road which will add a couple of extra days to the delivery time. This is because some parcels are scanned when flown and if a gun-shaped object is detected it is redirected and at risk of destruction.
Contact Us First
In the unlikely event that something goes wrong and you feel you need to return something to us, please contact us first via email or phone. There are many circumstances that can be sorted out over the phone or via email either with one of our regular members of staff or our in store specialists.
7 Day Cooling Off Period & Faulty Items
If for any reason you do not want your order we offer a 7 day cooling off period within which you can send any item sent directly to you back to us, this does not apply to personalised or customised items or special orders, or any orders that have to be completed via a face to face transaction. Please be careful opening your items this is subject to the items being returned in their original condition with all supplied accessories and in the original undamaged packaging.
Any refunds granted outside the first 7 days will be minus the delivery costs and minus a 15% restocking fee.
If your item is found to be faulty within the first calender month from the date of delivery please contact us for a refund, replacement or repair. Please make sure you keep all packaging (in good condition) as we may not be able to refund without these. If your item is damaged due to misuse or neglect this is not covered.
How To Send Your Return Item
If for any reason you need to send something back to us please contact us first to discuss the return, if you need to send it back to us please make sure you include a copy of your packing slip/invoice and a short description of the reason for the return.
All returns are tested and if any are found to not be faulty or if the fault is caused by misuse or any reason in the warranty exclusions list below your item will be returned to you subject to repair and/or postage charges. If we have arranged for a collection for a faulty product and the item is found to be in full working order you are liable for all postage costs involved in collecting the item and returning it too you.
When you do send something back to us please make sure it is well packed and all surfaces are covered. We will not be held responsible for damage incurred in transit on return items.
Returning Items That Were Delivered Face-To-Face
If you need to return an air rifle or pistol to us you can send them direct, the face to face transaction only needs to be in the original sale.
The cost of any "Within 100 miles delivery to your door" service will not be refunded once you have made the "face to face" transaction as you have already received the service. If you confirm to us you will be in to receive your face to face delivery and are not there (and uncontactable) within the times agreed in advance or you do not have the correct identification the service fee is non-refundable and you will have to pay again for it to be re-delivered.
Our warranty periods are as follows...
|1 Year||All high power air rifles & pistols|
|90 Days||All high end metal gearboxed BB AEGs & sniper rifles|
|60 Days||All low power single shot BB guns|
|30 Days||All low power plastic gearboxed BB guns|
If your order has gone outside of your warranty period please call us, we will always try and get something sorted for you.
Warranty Exclusions List
Do not attempt to repair your items yourself, you will invalidate your warranty. This includes onsite techs and marshalls! All returns are thoroughly checked and tested and if any are found to have been worked on a refund will not be offered and we will quote you for the cost of repairing the item or if a repair is not wanted, the item will be returned to you and you will be liable for the postage costs.
Our warranty does not include the following...
- Shipping costs of returning the items back to us,
- Any problems caused by accidental/negligent damage.
- Routine maintenance.
- Certain high wear components, i.e. Hop rubber, o-rings,pistons, gas magazines, etc.
- Any problems arising from misuse.
- Any problems arising from any repairs/upgrades not carried out by Surplusstore.co.uk
- Any problems arising from the use of sub-standard ammo (please ask for details of the appropriate ammunition)
You will invalidate your warranty if:
- Your item has been altered or adjusted in any way (unless carried out by our engineers), including alteration of any programable items from the setup supplied i.e. Titan trigger controllers. We set these up a specific way for a reason, if you alter the setup, this is at your own risk!
- You use Co2 capsule not designed for air weapons or Co2 other than that which the weapon is designed for (not all Co2 bottles are the same!).
- A problem has arisen from the use of sub-standard BBs (please ask for details of the appropriate Bbs)
- You use lubricant not recommended by us, never ever use WD40 in an Airsoft gun!
- You charge your battery for more than the recommended time, this may also cause a fire hazard!
- You use any gas other than 134a/144a or Abbey Predator Ultra in your Marui GBB.
English law governs these conditions of use and any dispute connected with this site is subject to the exclusive jurisdiction of the English courts.