At Hi-Capa Hub, we thoroughly inspect products before dispatch to ensure they leave us in full working order. However, if you experience an issue with your purchase, we're here to help.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
If you believe your item has developed a fault, please contact us as soon as reasonably possible.
Email: sales@hicapahub.co.uk
Telephone: 01332 480323
To help us assess the issue quickly, please provide:
Many issues can be diagnosed without the need to return the product.
Please do not return any item without contacting us first.
Once we've assessed your claim, we'll advise whether the item needs to be returned for inspection.
Where a return is required and the fault appears genuine, we will provide a prepaid returns label or reimburse reasonable return postage costs.
All returned products are inspected by our technicians.
Where appropriate, products may also be returned to the manufacturer or distributor for further testing.
This process ensures faults are correctly identified before a repair, replacement or refund is authorised.
Inspection times can vary depending on the manufacturer but we always aim to resolve claims as quickly as possible.
If a manufacturing fault is confirmed, we will provide the appropriate remedy in accordance with UK consumer law.
Depending on the circumstances, this may include:
The remedy offered will depend on factors including:
Airsoft products contain mechanical, electrical and gas-powered components which naturally experience wear during normal use.
A fault developing after use does not automatically mean the product was faulty when supplied.
Where appropriate, we may inspect or test the item to determine whether the issue is due to:
Our warranty does not cover faults or damage resulting from:
Many airsoft products are designed to be upgraded or modified.
Installing aftermarket parts can alter tolerances and performance.
Unless specifically installed by Hi-Capa Hub, we cannot accept responsibility for faults or damage caused by:
If a modified product is returned, our technicians will determine whether the reported fault is related to the original product or the modifications carried out.
Lithium batteries must be used, charged and stored correctly.
Warranty does not cover batteries that have been:
Gas magazines may require a short bedding-in period and regular lubrication.
Leaks caused by lack of maintenance, impact damage or improper storage are not covered under warranty.
The following are considered consumable items and are not covered for normal wear:
All custom builds and workshop services are fully tested before collection or dispatch.
If an issue arises relating to work carried out by Hi-Capa Hub, please contact us immediately and we will investigate.
Warranty does not cover:
Some products are supplied with their own manufacturer's warranty.
Where applicable, we may handle warranty claims directly with the manufacturer on your behalf.
Warranty periods and terms vary between manufacturers.
Warranty claims require proof of purchase from Hi-Capa Hub.
We pride ourselves on excellent customer service and always aim to resolve genuine faults fairly and efficiently.
If a fault is confirmed, we'll work with you to provide the most appropriate solution as quickly as possible.
