Returns Policy

Last updated: 08.11.25

At NEO®, we are committed to delivering an exceptional customer experience. Please find below information relating to our Returns Policies. If you have any questions or require any further information, call us during our opening hours or email us at info@neoairguns.co.uk and a member of our team will be happy to assist you.

Policy for unwanted items (online orders only)

If you buy from us online, you have the right to cancel your order within 14 days of receiving it. You must follow the process listed below:

1. Contact us by email at info@neoairguns.co.uk to let us know that you would like to make a return. Provide your order number in this email
2. You then have 14 more days to return the item
3. The returned goods must be in their original packaging, which must also be UNOPENED, UNUSED or UNWORN. If the security seal has been tampered with, packaging opened or item used or worn in any way, then we cannot accept the return under any circumstances. In this case, the item will remain at our store for 31 days for you to collect. If after this time period the item has not been collected, it will be disposed of
4. Most refunds are made within 3 working days, although we allocate up to 7 working days in total
5. Return shipping costs for order cancellations/unwanted items are the customers responsibility, unless the item is faulty (we have a separate Returns Policy for faulty items, please see below)
6. According to UK Law, customers do not have the right to return any unwanted items not bought online (e.g. in store) unless specifically granted permission by the vendor. However, contrary to this and industry standard, we will still consider accepting a return request. Any decision, made in accordance with UK Law, will be final and is at the sole discretion of the management team. Contact us by email at info@neoairguns.co.uk, a member of our team is always willing to help.

Policy for faulty items (online and in-store orders)

If you buy from us online or in-store and your item is faulty, you have three options; Repair (we will send your item back to the company/manufacturer on your behalf), Exchange (we will offer you a straight swap or something else of the same value), or Refund (most refunds are made within 3 working days, although we allocate up to 7 working days in total).

Most products undergo a thorough, visual quality check before being processed for delivery to ensure avoiding any manufacturer related cosmetic defects. However, for obvious reasons, we do not test or fire your gun. If you find your item to be faulty, let us know immediately. You must follow the process listed below:

1. Contact us by email at info@neoairguns.co.uk to let us know that your item is faulty, what you think the fault is and also provide your order number
2. Do not under any circumstances try to fix the item yourself. If the manufacturer finds upon inspection that you have either done this, tried to make modifications, used incorrect products (such as the wrong lubricants, oils, gas) or have badly maintained your item (which has proven to be a factor in the fault) your warranty will be VOID
3. If your item is covered under a manufacturer warranty, each one will be different depending on the brand or company. Some items have a minimum of 1 year, although premium products may have a lifetime warranty
4. General wear and tear is not considered or accepted by the manufacturer as a fault
5. Once the item is with the manufacturer for repair, we (NEO®) are not responsible for how long that inspection/repair takes. Although we will always ensure that there are no excessive wait times or prolonged delays on our part
6. Your item must be sent to us (NEO®) in adequate packaging that will avoid damage in transit (we recommend wrapping your item in thick bubble wrap and using original packaging as well)
7. Return shipping costs for faulty items will be covered by the manufacturer
8. If the item is deemed by the manufacturer to be faulty but the manufacturer cannot repair it, you will be offered either an exchange or full refund

If you have any questions or require any further information, call us during our opening hours or email us at info@neoairguns.co.uk and a member of our team will be happy to assist you.