Refund policy
Returns
We have a 28-day return policy, which means you have 28 days after receiving your item to request a return.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging with any tags included. You will also need your receipt or proof of purchase.
To start a return, please contact us at orders@tetragun.co.uk
Returns should be sent to:
Tetra Gun UK
Unit 15 Tattersall Way
Chelmsford
Essex
CM1 3UB
United Kingdom
Please contact us before returning any items so we can provide return instructions and process your return efficiently.
Unless the item is faulty, damaged, or incorrect, customers are responsible for return postage costs.
You can always contact us with any return questions at orders@tetragun.co.uk
Damaged, Faulty or Incorrect Items
Please inspect your order upon delivery and contact us as soon as possible if the item is faulty, damaged, or incorrect so we can resolve the issue promptly.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
Non-Returnable Items
Certain items cannot be returned, including:
- Custom or personalised products
- Perishable goods
- Hazardous materials, flammable liquids, or gases
- Sealed items not suitable for return for health or hygiene reasons once opened
- Gift cards
Sale items may still be returned where required under your statutory rights.
If you are unsure whether your item is eligible for return, please contact us before purchasing.
Exchanges
The quickest way to receive a replacement item is to return the original item for a refund and place a new order separately.
Your Right to Cancel
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods for any reason and without justification.
To exercise your right to cancel, you must notify us within 14 days of receiving your order. You then have a further 14 days to return the goods to us.
Returned items should be unused and in a resaleable condition, including original packaging where possible.
Refunds will include the cost of the products and the standard outbound delivery charge originally paid. Customers are responsible for return postage costs unless the item is faulty, damaged, or incorrect.
We may reduce your refund if the value of the goods has been diminished through handling beyond what would reasonably be permitted in a retail shop.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note:
- Return shipping costs are non-refundable unless the item is faulty, damaged, or incorrect
- Original delivery charges are only refundable where required by law
- Your bank or card provider may take additional time to process the refund
If more than 15 business days have passed since your refund was approved, please contact us at orders@tetragun.co.uk