Customer Service

Customer Services

We aim to supply quality products from top brand manufacturers, at affordable prices, and are continually expanding the site, endeavouring to provide more goods for your enjoyment.

Airsoft Adventure is a division of Surplus and Adventure Ltd.
If you are interested in Army Surplus, Genuine Military clothing, Army gear, SWAT & Security Equipment, Camping and Outdoor Equipment, Camouflage for Hunting & Fishing, Army Boots, Tents, Binoculars, Camouflage Clothing, Combat Clothing, Flexi-cup, Fold-A-Cup, Gore-Tex, Hiking Boots, Military Sleeping Bags, Army Rucksacks, Police & Security Equipment, Web-Tex, Workwear and much more, please click on the image below:

Click here for a link to Surplus and Adventure secure online superstore

ACCEPTED PAYMENT – Paying online is simple, we accept Delta, Mastercard, Solo, Visa and Switch, Maestro, Visa Electron.

We authorise all credit card orders in ‘real-time’ and an email will be sent to you detailing your order.
Typically we do not debit your credit card until your goods have been despatched. Occasionally we will debit the full funds from your card if payment is required to reserve stock for your order or the order is being partially processed. If you place an offline order you will be contacted by one of our representatives to arrange payment. If you choose to pay by cheque there is a waiting period of up to 10 days after we receive your cheque before we will process your order. This is is due to clearing through the banking system.

Cheques must be made payable to: Surplus and Adventure Ltd.

Coneybury Farm Shop Complex
Alcester Road
Flyford Flavell
Worcestershire
WR7 4DF

Please remember to quote the order reference number on the back of the cheque, as well as your name and address. This will assist our accounts department with allocating your payment to the correct order.

PRIVACY POLICY – We only collect information when you order an item from the site, enter a competition or subscribe to our mailing list. In these cases you will be asked to complete some or all of your personal details, credit card details and delivery details. These details are passed to our accounts system via a secure server and not available to any other parties other than our Payment Solution Provider – ishop, who will not use your details for any reason other than processing your order. All information is collected lawfully. We conform with the requirements of the Data Protection Act 1998 and we do not send random marketing emails to personal email addresses (spam).
Most areas where we collect information will have an opt out option, so you can ensure you do not receive any further information from us. If there is no opt out option (e.g. the secure order form) then you can safely assume you will not be added to our mailing list. We only send emails to customers who choose to receive them. We never pass your information on to any 3rd parties.
We do not send random emails and will only occasionally email you with special offers. You will always have the option in any email we send you to opt out of receiving any emails in the future by clicking the unsubscribe link in the email.
We use cookies within the ordering process on the website only to allow the shopping basket to function. These cookies always expire within 24 hours and hold no personally identifiable information.

SECURITY POLICY – We take security seriously and our systems are monitored 24/7. We use an approved payment solution provider for Barclays Merchant Services, Nat West Streamline and The Bank of Scotland, and as such our security systems have been vetted.

DELIVERY – All items for sale are usually kept in stock. If for any reason we cannot dispatch your order within 3-5 days (excluding weekends) you will be contacted by a member of staff and given the opportunity to cancel the out of stock items or given an expected date of delivery.
Airsoft Guns, Conditions of sale:

All guns sold carry a three months manufactures guarantee. If guns are broken or miss-used during this period a charge may be made for repairs. Any time after three months, guns can be repaired, but a minimum charge for postage & packing and for any parts required will be made. Guns must be handled with care.
Please do not take guns apart to repair as this will invalidate the guarantee. No gun may be exchanged or refunded once purchased.
Any gun sold outside the United Kingdom, are sold on the understanding that the buyer is responsible for the possession and import of the gun, and that possession and import of the gun does not break any local, state or national law.
U.S. buyers please note:

US law requires that Airsoft guns have the ends of the barrels painted red, we therefore will add red paint to the end of ALL guns shipped to the US, to prevent automatic seizure by US customs.
UK Requirements:

Minimum age to purchase a BB gun is 18 years.
An adult must supervise persons 14 to 17 years of age.
No gun should be carried in a public place unless in transit, when it should be unloaded and placed in a carrier type bag. Note guns must not be concealed on ones person.

ANTI-FRAUD MEASURES – We operate a strict security check procedure to ensure your credit card details are being used by only you.
This may occasionally delay the dispatch of your items for any of the following reasons.

Your order is being delivered to an address other than that registered to your credit card

Your card details are not available for address verification from the Bank (usually cards registered overseas)

Your card details have failed the address verification from the Bank

The security number on the reverse of the card has been entered incorrectly

The order is for delivery overseas

Higher value orders are more likely to be checked more thoroughly

In the event of your order being held for any of the reasons above, one of our representatives will contact you by phone or email. You may then be asked to fax us confirmation of you details, change the delivery address, confirm by post your billing address or use different card details.
We cannot be held responsible for any delay on your goods and the order will not be considered confirmed until you have verified your details with us.

The following terms and conditions do not affect your statutory rights as a consumer:

RETURNS POLICY

Defective Items:

If you have received a defective item, please return this product within 14 days of receiving it, to the address at the bottom. You should include paperwork with your original order number stated and a note explaining the reason for the return. We recommend using Royal Mail’s letter or parcel service (whichever is most appropriate) in all cases. Always request the cheapest method of returning the item.

When the item arrives with us we will refund to your card for the item and delivery charges and the cost of returning the item to us (up to £6.95) You must include a receipt for the return postage. Alternatively you can choose to have a replacement item (if available). We will review the condition of the goods before issuing a refund or replacement and contact you if the claim is in doubt.

Exchange of goods:
Exchanged items will only be sent after we have received the defective / incorrect size item back from you in the original condition it was delivered (i.e. unused and/or unwashed).
Sorry we cannot refund any postage costs for exchange goods. Please consult our contact details below for the return address

Erroneously ordered goods:
We regret to advise that any goods which are bought in error of judgement can not be refunded but a credit note will be issued in replace of the goods returned, provided they are unused and/or unwashed.

Cancelling Your Order:
You can cancel your order before it has been dispatched and receive a full refund if your card has been debited.

If you wish to return an item which is not suitable or no longer required, you should contact us within 7 days of receiving the item to inform us. You must then return the product within 7 days after you reported the return to us. You should include paperwork with your original order number stated.

When the item arrives with us we will refund your card the item and delivery charges in full but NOT the cost of returning the item to us. You can choose to have a replacement item (if available). The goods must be un-used and we will review the condition of the goods before issuing a refund or replacement and will contact you if the claim is in doubt.

If the product has not yet arrived with you, you can choose to refuse a delivery from our couriers. The item is re-routed back to us via the same courier service and we will treat the item as not required or suitable and refund your item and original delivery charges, but will deduct the £5.95 from the refund, as the cost of having the delivery re-routed back to us.

DELIVERY CHARGES – Our standard UK delivery charge of £6.95 does not vary from product to product depending on size & weight.
You can always find the delivery charge for the items you intend to order within the shopping basket (accessed by clicking the CHECKOUT button) before you finalise the order and process payment.

CONTACT – Feel free to contact us with any questions or queries you have regarding our website, service or any other related topic,
Monday-Saturday: 9am-5:00pm GMT, Sunday Closed

Phone:- 01386-793 900
Fax:- 01386-793 063
or write to us at:

Airsoft Adventure
Coneybury Farm Shop Complex
Alcester Road
Flyford Flavell
Worcestershire
WR7 4DF

Company reg. No. 04718597
VAT reg. No. 813 092 161