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Has your product been damaged? Did you purchase the wrong item? Don’t worry… At Machine Gun Shop, there is no problem with complaints or returns! Everything will be handled quickly, efficiently, and, of course, 100% professionally.

Remember that you can return new goods purchased online. Inform us about the withdrawal from the contract – you do not have to give a reason. You have 14 days from receipt of the goods to do so!

Returns for logged-in customers

1. Log in and then click “Your account”.

2. In the Returns of goods section, select “Add a product return”.

3. Select the order you wish to return and click “Continue.”

4. From the order, select the products to return.

5. Choose how you would like to return the item – contact the Customer Service Office to arrange a return shipment by the shop or send the parcel yourself** to the address below.

6. Select the method of refund – if you paid by bank transfer, you will need to provide the account number to which you wish to return the funds.

7. Check that the details are correct and then confirm the refund.

8. If you have chosen the shipping option organized by the shop, complete the return process and then contact the Customer Service Office via the contact form.

**When shipped by the customer at their own expense, refunds are only possible up to the level of the cheapest shipping option the shop offers to the country in question.

Complaints for logged-in customers

1. Log into your account and click “Your account”.

2. In the “Goods complaints” section, select “Add a complaint.”

3. Select the order and then the goods to be claimed.

4. Describe the defect or fault with the product you are claiming. Attach a photo of the defective goods if you can. Including a detailed description of the defect and pictures will help us to resolve your complaint more quickly.

5. Choose the preferred* form of processing the complaint.

6. Choose how you would like to claim the goods – contact the Customer Service Office to arrange a return shipment by the shop or send the parcel yourself** to the address below

7. Check the correctness of the data and confirm the complaint.

8. If you choose to have the shipment organized by the shop, complete the complaint process and then contact the Customer Service Office via the contact form.

*Choosing the preferred form of complaint handling does not oblige the shop to resolve the complaint in the indicated manner. The final form of complaint resolution will be determined during the complaint process.

**When shipped by the customer at their own expense, shipping refunds are only possible up to the level of the cheapest shipping option the shop offers to the country in question.

Remember that you can change or cancel your return/complaint anytime by having an account with us.

Once the parcel arrives at our service, it will be assigned an RMA (or return) number and processed within 14 days of receipt.

 

Additional information for customers returning the purchased Goods:

  • Goods subject to refund, if possible, should be sent along with the original packaging. The package must contain all the elements with which the goods were delivered. The returned goods can not be damaged and can not have traces of use except for the usual signs of reasonable management.
  • Goods modified on the customer’s request are not refundable.
  • In the event of a buyer’s notice of withdrawal from the contract within 14 days from receipt of the goods, the seller does not cover the shipping cost of the returned merchandise. In this situation, the buyer must cover the shipping cost.
  • In the case of the claim for a refund, the refund will be made immediately, not later than within 14 days after receipt by the Seller of the statement of withdrawal from the contract of sale along with the subject of the proceedings.
  • Using the suggested procedure for the return does not limit in any way the rights of the buyer to cancel the contract under Art. 7 paragraph. 1 of the Act of March 2nd, 2000, on protecting consumer rights and liability for damage caused by dangerous products (Dz. U. No. 22, item. 271).
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