Refund policy
Returns & Refund Policy
1. Returning an Item
We want you to be happy with your purchase. If you've changed your mind, you have 14 days from the day you receive your order to let us know you'd like to return it.
Once your return has been authorised, you then have 14 additional days to send the item back to us.
Returns requested or received outside this 28-day period may be refused unless your statutory consumer rights apply.
2. Return Conditions
To qualify for a change-of-mind return, items must be:
- Unused and not fitted or installed
- In the same condition as supplied
- Complete with all accessories, manuals and packaging
- Suitable for resale as new
- Accompanied by proof of purchase
Please package returned items carefully.
If an item is returned in a condition that reduces its resale value, we reserve the right to make a deduction from your refund to reflect the loss in value. Depending on the condition, this may be up to 50%.
If the item has been damaged through misuse or excessive handling, we may refuse the return.
3. How to Start a Return
Please contact us before returning anything.
Email: sales@hicapahub.co.uk
Telephone: 01332 480323
Returns sent without prior authorisation may be refused.
4. Return Postage
If you've changed your mind
You are responsible for the cost of returning the item to us.
Original delivery charges are non-refundable unless required by law.
If your item is faulty, damaged or incorrect
Please contact us before returning the item.
Where a fault is confirmed, we will provide a prepaid returns label or reimburse reasonable return postage costs.
5. Refunds
Once we receive and inspect your return, we'll notify you whether your refund has been approved.
Approved refunds are issued to the original payment method.
Please allow approximately 3-5 working days after processing for your bank or card provider to complete the refund.
For change-of-mind returns, we will refund:
- The purchase price of the returned item(s)
- Less any applicable reduction for diminished value
- Less the original delivery charge (where legally permitted)
Faulty Products
Nothing in this policy affects your statutory rights.
If a product develops a manufacturing fault, please contact us as soon as reasonably possible.
We may ask for:
- photographs
- videos
- a description of the issue
Where necessary, we'll arrange for the item to be inspected or returned for testing before deciding on the appropriate remedy.
If a fault is confirmed, we will provide one of the following in accordance with UK consumer law:
- repair
- replacement
- refund
The appropriate remedy will depend on the nature of the fault, how long you've owned the item and the requirements of UK consumer legislation.
Faults caused by misuse, accidental damage, unauthorised modifications, normal wear and tear or improper maintenance are not covered.
Damaged or Incorrect Orders
Please inspect your order as soon as it arrives.
If anything is:
- damaged in transit
- missing
- incorrect
please contact us promptly with photographs where possible so we can resolve the issue.
Lost Parcels
If your parcel is confirmed lost by the courier, we will offer either:
- a replacement (subject to stock availability), or
- a full refund.
Claims for lost parcels are subject to the courier's investigation process.
Exchanges
We do not offer direct exchanges.
If you require a different item, please return the original item (subject to this policy) and place a new order.
Non-Returnable Items
Unless faulty or where required by law, we cannot accept returns on:
- Custom-built products
- Two-tone conversions
- Special-order items
- Personalised products
- Gas, CO₂ cartridges and other hazardous goods
- Gift cards
- Pre-Loved products
Sale items may still be returned where required by your statutory rights.
Airsoft Guns & RIFs
For legal reasons, returned RIFs and airsoft guns must be returned in the same condition in which they were supplied.
Items that have been modified after delivery (including painting, refinishing, permanent alterations or internal modifications causing damage) may not qualify for a change-of-mind return.
Pre-Orders
Pre-orders may be cancelled before dispatch unless the product has been specially ordered or customised specifically for you.
Once dispatched, the normal returns policy applies.
If we are unable to supply a pre-ordered item, you will receive a full refund.
Order Cancellations
If your order has not yet been dispatched, please contact us immediately.
If the order has already been packed or dispatched, it will need to be treated as a return under this policy.
International Orders
Customers are responsible for any import duties, taxes or customs charges imposed by their country.
If an international order is refused because import charges are not paid, we will refund the order value once the goods are returned to us, less:
- the original shipping cost; and
- any return shipping or customs charges incurred.
Where an item is faulty, we will work with you to resolve the issue and cover reasonable costs where appropriate.
European Union 14-Day Withdrawal
If you are purchasing from an EU member state, you may have the legal right to cancel your order within 14 days of receiving your goods.
To exercise this right, contact us within 14 days by:
Email: sales@hicapahub.co.uk
Telephone: 01332 480323
Once notified, you have a further 14 days to return the goods.
Refunds will be processed within 14 days of receiving the returned goods or proof of postage, whichever is earlier.
You are responsible for return postage unless the goods are faulty or supplied incorrectly.
If the goods have been handled beyond what is reasonably necessary to inspect them, we may deduct an amount reflecting any loss in value.