How do I return item(s)?
Please contact customer service to obtain RMA number (Return Authorization Number). Return without RMA will not be honored. Our experienced staffs are able to help you with technical problems without returning in many cases. Please read our policies before you purchase. You are accepting our policies when you make the purchase(s). If you are unable to get a hold of a representative on the phone to tell us the problems you are having with your purchase, please email us right away with your order number so we can have a dated and timestamped record that you have contacted us.
Our Product Warranty & Returns Policy: There are two types of warranty. 1) Standard Limited Warranty. 2) Manufacturer's Warranty. We do provide 60 days Limited Warranty for factory defective items. If your product carry manufacturer's warranty, it override ours' warranty immediately after you purchased. Customer must notify us within 60 calendar days from original order date and obtain and RMA# from us in order to validate return(s). Customer must send in (postmarked) the item within 3 business days of RMA authorized. All sales are final, no refund nor store credit will be issued in any circumstances. Shipping & Handling fee, Gift wrap and quality assurance/check fees are non-refundable, if Free Shipping was applied to order, the shipping & handling fee will be deducted and non-refundable. Only internal defect will covered in warranty. All cosmetics damages/ defect, BBs, parts, consumable items or products, labor & services are NOT included in our warranty, example: BBs, upgrade parts, gearbox, spare parts, upgrade service, Quality Check, battery, accessories; are not covered.
By making a purchase from our website, customer(s) agree to surrender any rights to claim, dispute, or cancel the payment; and customer understands we have all sales final, no refund policy. All returns must be in original brand new condition, unopened, with all box(es) and packing material(s). Returns must be shipped back in outer cardboard box, well packaged and protected. All product(s) returning are subject to 50% restocking fee, after deduction of related handling and shipping cost, or any other necessary charges for damage, wear & tear and missing items or packaging. If the customer ordered by accident or wrong product, we will charge up to 50% for restocking fee. If accessories/parts or items are missing/broken in the box in your return, we reserve the right to charge the reasonable amount of the cost of the missing/broken item, up to the full value of the entire order. If order is being canceled before ship out, a 5% fee will be deducted for credit card surcharge and handling. All gift certificates are non-refundable regardless of the amount of funds remaining. We are not responsible for returning postage fee. We will only be responsible for the postage to ship back to customer(s) if your return is valid and your item is within the 30 Days Limited Warranty. Only internal defect will covered in warranty. All accidental damages, cosmetics damages/ defect, BBs, wear & tear, parts, consumable items or products, labor & services are NOT included in our warranty, example: BBs, upgrade parts, gearbox, spare parts, upgrade service, Quality Check, battery, accessories; are not covered. Any cosmetic damages, external damages, accessories, batteries & chargers, are not covered by our warranty. Defective Example: bad trigger mechanism, doesn't work right out of the box. Gears were chipped off due to bad shim job. "Wear and Tear" example: We do not cover Gears, worn out due to usage, using higher voltage battery than the original manufacturer's suggestion and result in excess wear & tear; are not covered. If repair service cannot be done, we will send you a new replacement of the same make and model. New replacement will NOT extend the warranty. All repaired / exchange items returned to customers are tested and quality assured by certified technicians and verified to be in proper working condition. Our Warranty will only honor ONE time. After the item has been repaired / exchanged, our warranty terms will expire and no further warranty will be honored, no exception. We reserve
By purchasing through our website, you as the customer and the Credit Cardholder, hereby authorize the payment of the order(s). And you approve the delivery of the order(s) to my exact Cardholder billing address, or to an alternate street delivery address, if so entered. You understand that by purchasing through our website, you authorize the company to deliver this order with F.O.B. (Free on Board) terms, meaning the customer owns the product after we dropped to the carrier for delivery, any damage, mis-handle or missing items is responsibility of customer. We can help customer submit claim to carrier is the product is damaged or missing, we are not responsibility to the outcome of the claim. If the carrier has denied the claim, we cannot further responsibility for any damages. If the carrier has granted the claim, we can help arrange replacement or exchange service, depends on the circumstances. Also tracking might not be available to APO, FPO, international orders or upper states from HI, FM, PR. I understand that I am surrendering the right to dispute, cancel, and charge back on this credit card transaction. I also understand that the company is not responsible for customs and local laws in the delivery address, customs clearance is responsible by customer. Please refer to your local authorities for details. As a customer you fully understand and agree to the above terms. Any returned item with damage caused by you will immediately be discarded or will receive at most a 10% refund, , and you may be subject to a $50 per hour administration charge and prosecution for mail fraud. Attempting to do a credit card chargeback for returns not in compliance with our policies will incur an administration fee of $50 per chargeback and administration fee $30 per hour charge and it will charge to your credit card on file or the last payment method you used.
Shipping Damage Shipping damage must be reported in 24 hours, and must be in written format, eg. Email or fax. Warranty voids if the product is abused, altered, damaged, skirmished, not in original brand new condition and packaging, with orange tip removed (for airsoft), use low quality BB, use higher voltage battery / power than original manufacturer's suggested, parts has been opened, gear box opened / altered, other parts installed / modified other than original, over the warranty period, not valid for warranty and/or without original order receipt. Improper assembly and damages caused by improper general use will also void all warranties. Buyer is responsible for returning the goods to Hitguns.com for any warranty services approved with a RMA#. If the product is returned with false claim (our technician declared the item not a factory defective), buyer will be responsible for all shipping costs and processing fees of 30%. Our customer service and technician team are always here to help on the phone or via email. Our web department and product managers make sure everything is as clear on the description and image as possible, and in return we ask for our customers to be serious with their purchase. If the customer is unable to resolve a problem, please call us and ask. Most of the time the trouble of returning an item can be avoided by contacting us and finding out what really went wrong. We do test everything prior to shipping and we select the best manufacturers to minimize the chance of delivering a manufacturer defective product to our customers. We try our best to serve our customers, so please be fully responsible for your purchase. To return anything to Hitguns.com, you will need a RMA # so we know there is a package coming to us and exactly how to handle the case. All information is recorded and reviewed prior to handling returns. Without a RMA number, packages risk getting lost or being discarded because it does not have proper receiving documents. If goods are returned without an RMA number, shipper of the return assume full responsibility or any dealing with 3rd party shipping company used. Please complete the following simple form. Email it or fax it to us at: firstname.lastname@example.org . One of our representatives will review your return request and upon approval, a return number will be issued to you. Before doing so, please read and fully understand the warranty information at the end of this page. Once your RMA# is issued to you, please attach a copy of this form with the RMA# along with your returning package and ship it to the address specified with the approved RMA#.
Tracking All RMA returned items must be sent via traceable means. Examples would be UPS, FedEx, DHL, or US Postal Service Priority Mail. Be sure to retain the tracking information for your records. The customer is responsible for the product until it is received by Hitguns.com. Delivery Charges The customer is responsible for paying shipment charges when returning the product to Hitguns.com. Hitguns.com will pay for shipment of the repaired items back to the customer in most cases.
RMA Closing Procedure All authorized returns must be shipped back within three (3) business days. Hitguns.com will not accept any packages without an open, valid RMA number appearing on at least 2 surfaces on the shipping box/packaging and reference to the RMA number on the shipper or air waybill. Returning without a Shipping box (not product box, a protective shipping box) will be either discarded or incurred additional restock fee. Only the specific items listed on the RMA will be accepted. All other items will be returned to the customer at customer’s expense. After return shipment of a repaired/replacement part to the customer, Hitguns.com will close the RMA.
WHAT ARE NOT CONSIDERED FACTORY DEFECTS ON AIRSOFT PRODUCTS...
1) This is not a manufacturer defect: Anything related to the basic battery and charger we give out with the AEG packages.The batteries and chargers included in box are the basic quality products. If you over charge your battery and burn out the battery, it is your responsibility to buy a new or better battery for better performance. Please refer to battery charging if you do not know how to or how long to charge a RC rechargeable battery pack. Please refer to the user manual for charging instructions and time. (If you charge a battery over night or for 24 hours, you will kill it.) A smart charger is recommended for heavy players. 2) This is not a manufacturer defect: When the battery power is low, gears will jam, especially if you have your gun upgraded. This is caused by the gears cycling only half way before the battery run out of juice. Normally putting in a fully charged battery will solve the problem. Our technical support can also help you with this over the phone. 3) This is not a manufacturer defect: This is for gas powered guns. If you fire rapidly continuously on any Airsoft gas gun, the valve or o-ring (rubber parts) will freeze up and become fragile. (Buy extra magazines if you need to fire off 50 shots within 3 minutes often.) If you over charge your gas gun in hot weather and not leave room for gas to expand, it might damage your valve or o-ring. If you use gas that are too strong for your gun, your valve or o-ring will wear off faster. 4) This is not a manufacturer defect: A race car requires a tune up and replacement of parts more often than regular cars. This also applies to airsoft guns. Due to high power and high speed, some internal parts that will wear off after usage such as o-rings, fuse, tappet plate, piston will wear off faster or break sometimes within a short period of usage. 5) This is not manufacturer's defect: Using low quality BB other than the recommended brands. Result in Gun Jamming, gears lock and Piston striped because of Air block, grinned gear tooth because air block. For more information please contact a Hitguns.com technician. There are no additional warranty other than the ones listed above, we reserve the rights to update our warranty / return policy without prior notice. To avoid discrepancy, hitguns.com reserves all rights and final decisions; policies are subjected to change without prior notices.
By purchasing product(s) from HitGuns.com you hereby agree to the following: (i) to consent to all civil legal proceedings being governed by the substantive laws of California State; (ii) to consent to the jurisdiction of any federal or state court located in California State; (iii) to waive any objection based on lack of personal jurisdiction, improper venue, or forum non conveniens; (iv) to waive of any and all rights to a file lawsuit against hitguns.com and its parent/ subsidiary company(s); and any trial by jury; and to pay all attorneys' fees and costs of hitguns.com and its successors and assigns, in enforcing the terms of this agreement.