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WARRANTY, RETURNS AND TERMS OF SALE
1. Goods inspection and shipping responsibility
1.1 All goods are checked and, where technically possible, tested before shipment.
From the moment of delivery to the carrier, shipping responsibility lies with the appointed courier. Any damage, loss or issue attributable to transport cannot be considered the responsibility of the seller.
1.2 What to do upon delivery
To activate any replacement or refund procedures for transport damage, the customer must:
• sign with “subject to inspection”, or
• refuse delivery in case of visibly damaged packaging stating “damaged goods”.
In both cases, the customer must immediately contact the seller to open a claim.
1.3 Shipping costs in case of damage
• If the procedure is correctly followed: replacement shipping costs are covered by the seller.
• In absence of inspection note or refusal: any costs may be charged to the customer.
2. Legal warranty and limitations
2.1 ASG replicas
ASG replicas are covered by a limited 60-day warranty, valid exclusively for manufacturing defects.
The warranty does not cover damage caused by:
• improper or non-compliant use of the product
• unauthorized modifications or interventions
• use of unsuitable components or accessories
2.2 The use of 11.1V batteries is strictly prohibited on all replicas sold on www.softairgames.net, unless otherwise specified in our product descriptions on the website or authorized in writing by our technician.
Use of non-compliant batteries may compromise product functionality and void the warranty.
Distributors are equipped with diagnostic tools capable of detecting voltage usage: in case of non-compliance, warranty claims may be rejected or converted into paid repairs.
2.3 Custom SGW replicas
Custom SGW replicas are covered by:
• 6-month warranty on mechanical workmanship only
It is possible to extend the warranty by an additional 6 months (up to a maximum of 12 months) by sending the replica before the standard warranty expires.
• Extension cost: €50
• Shipping costs borne by the customer
3. Warranty service procedure
3.1 In case of confirmed manufacturing defect: repair or replacement is free of charge and at the discretion of the manufacturer.
3.2 Warranty shipping management
Pickup of defective products within 14 days from receipt is covered by the seller.
Return shipping after repair carries a fixed cost of €9.00.
Upon customer request, the repaired product can be shipped together with a new order to optimize shipping costs.
4. Included accessories and components
4.1 Any included accessories (batteries, chargers or other components), if provided in the package, are considered complimentary items supplied by the manufacturer.
These items are excluded from any warranty coverage and are not subject to replacement or repair.
5. Technical assistance and repairs
5.1 We offer specialized technical assistance at our store with experienced technicians.
Labor cost: €30.00/hour (VAT included or to be specified if different).
5.2 On request, estimates for custom work and Custom SGW services are available.
6. Return and product handling procedures
6.1 For proper return handling, the customer must comply with the following requirements:
• Include a copy of the order inside the package, clearly stating the return reason
• Return the product complete with original packaging, accessories and manuals (if applicable)
• The product must show no signs of use, wear or damage
• Return shipping costs are fully borne by the customer
• Returns must be shipped within 14 days from receipt of the order
Once the goods are received, our staff will inspect the integrity and compliance of the returned product.
If approved:
• a store credit equal to the product value will be issued
• alternatively, upon customer request, a refund will be processed using the original payment method
For refunds made via PayPal or credit card, a fee of up to 4% of the total amount may be withheld, corresponding to non-recoverable transaction costs.
Initial shipping costs are non-refundable.
For orders that benefited from free shipping (e.g. due to a minimum order threshold), if the return concerns a substantial part of the order (approximately 80% or more of the total value), Softair Games S.r.l. reserves the right to retain an amount equal to the standard shipping cost (€9.00).
These conditions also apply in case of size exchange or product replacement, subject to stock availability.
6.2 Return notification
Before shipping any return, it is mandatory to contact our customer service via:
• email: info@softairgames.net
• or official WhatsApp channel at +39 366 9544 705
The message must include:
• order number
• returned product(s)
• return reason
This procedure is required for warehouse identification and proper handling of the return.
6.3 Return address
Mail Boxes Etc. c/o Softairgames S.r.l.
Via Coletti, 160
47921 Rimini RN (Italy)
6.4 Packaging requirements
All returned items must be properly packaged to prevent damage during transport.
• Original packaging (if any) is not sufficient on its own
• The product must be placed inside a neutral outer box or adequately protected with suitable materials (plastic, paper, etc.)
• Contents must not be visible, and original packaging must be preserved as in our shipments
Improper packaging may result in refusal of the return or a partial refund deduction.
TERMS AND CONDITIONS
1. Introduction: Who is Softair Games S.r.l.
1.1 Softair Games S.r.l. is based in San Marino, Via Lorenzo Tabellione 13 - 47891 Falciano (Industrial Zone Rovereta).
1.2 www.softairgames.net sells exclusively original products.
1.3 These general terms govern all contracts concluded through the website.
2. Acceptance of terms
2.1 The contract is considered concluded upon acceptance, even partial, of the order by the seller.
2.2 The consumer may store a copy of these terms in accordance with Legislative Decree 206/2005.
2.3 No compensation is due for non-acceptance of an order.
2.4 Right of withdrawal
The consumer has the right to withdraw within 14 calendar days from receipt of goods, in accordance with applicable law.
This right does not apply to VAT-registered purchases.
The customer must notify withdrawal via email or official channels and return the goods at their own expense.
2.5 Refunds via PayPal or credit card may incur a 4% fee on the total amount.
2.6 Bank transfer refunds may incur a fixed €5.00 fee.
2.7 Return and handling procedures
For PayPal or credit card refunds, a fee of up to 4% may apply.
Initial shipping costs are non-refundable.
For orders benefiting from free shipping, if the return concerns approximately 80% or more of the order value, the seller may retain €9.00 shipping cost.
3. Purchase conditions
3.1 Purchases are possible only through the online catalog.
3.2 Order confirmation is sent via email with order reference.
3.3 Non-acceptance is communicated via email or WhatsApp.
3.4 Prices include San Marino tax and may change without notice.
3.5 Quantity reductions may apply.
3.6 No pre-orders for out-of-stock items. Restock notifications are available via “Notify me” system.
4. Payment methods
4.1 Bank transfer with 7-day reservation period.
4.2 IBAN: SM53K03034098010000010102894 held by Softair Games S.r.l.
4.3 Credit card: immediate charge.
4.4 No card data is stored by the seller.
4.5 PayPal: immediate payment.
5. Delivery and pickup
5.1 Pickup in store or courier delivery.
5.2 Store pickup confirmed via email or WhatsApp.
5.3 Delivery times are indicative and not binding. No deliveries on weekends.
5.4 Customer must check package integrity upon delivery and sign with “written inspection reserve” in case of damage.
6. Privacy
6.1 Personal data is processed solely for order fulfillment and not shared with third parties.
6.2 Processing complies with applicable law.
6.3 Data controller: Softair Games S.r.l.
7. Acceptance of terms
7.1 These terms are deemed fully accepted at the time of order confirmation, including shipping, returns, refunds and payment conditions.