Refund policy

Returns, Refunds and Complaints (Refund Policy)

Quick guide

Submit a withdrawal notice by filling in the Return Form and including it inside the return parcel. You may also notify us of the return in advance by email at info@atom-airsoft.fi.
Pack the product carefully and include all original parts, accessories and packaging that came with it.
Return the order either in-store or via Matkahuolto. For returns from Finland, Matkahuolto returns can be made at a service point, parcel point or parcel locker, depending on the return method used.
If the item is defective, damaged in transit, or wrong, please contact us before returning it: info@atom-airsoft.fi

1) Right of withdrawal (14 days)

Consumers have a 14-day right of withdrawal from the date the goods are received. The right of withdrawal applies to products purchased from the online store, unless the product or situation is excluded from the right of withdrawal by law or under these return terms.

Withdrawal notice and date

You must notify us of the withdrawal within 14 days of receiving the goods. We recommend submitting the withdrawal notice by filling in the Return Form and including it inside the return parcel. You may also submit the withdrawal notice in advance by email or by another clear written statement. Returning goods without a withdrawal notice is not sufficient.

Withdrawal date

If you have notified us in advance by email or another message, the withdrawal date is the date the message was sent.
If the withdrawal notice is submitted using the Return Form, the withdrawal date is the date written on the Return Form under “place, date and signature”.
If the date is missing from the Return Form, the withdrawal date is the dispatch date of the return shipment, based on tracking information or a return receipt.
If the dispatch date cannot be verified, the withdrawal date is the date the return arrives to us and we receive the withdrawal notice for the first time with the parcel.

The consumer is responsible for proving, where necessary, that the withdrawal notice was submitted within the required time limit. We therefore recommend keeping the return receipt, tracking code or other proof of dispatch until the return has been processed.

Sending the return on time

Returned goods must be sent back without undue delay and no later than 14 days from submitting the withdrawal notice. The deadline is met if you dispatch the goods before the period expires.

2) Condition of the goods (what you may do before returning)

You may inspect the product in the same way you would in a physical store. Please keep the product, packaging, accessories and included parts in good condition until you decide whether to keep the product.

If the product has been used beyond what is necessary to inspect it, we may reduce the refund to reflect the diminished value of the product. Examples include clear signs of use, installation marks, missing parts, missing packaging, modifications, or the product being returned in a condition where it can no longer be sold as new.

3) Exchanges

You may exchange a returned item for another item of equal value, for example a different size or colour. If you want to exchange the item for a product with a different price, please contact our customer service: info@atom-airsoft.fi

You can choose exchange or refund on the Return Form. Please note that exchanges depend on stock availability. If the replacement item is not available, the return will be processed as a refund.

4) Refunds and processing time

Returns are typically processed within about 2 weeks from the date the return arrives to us or from the date you provide us with reliable proof that the goods have been sent back. Processing time does not affect your right of withdrawal.

Refunds are normally made using the same payment method used for the original purchase. We may ask for your IBAN on the Return Form to ensure a smooth refund also in cases where an automatic payment reversal is not possible.

A refund as a gift card is possible only if selected by the customer on the Return Form.

We may withhold the refund until we have received the returned goods or until the customer has provided proof of having sent the goods back, for example with a return receipt or tracking information.

5) Items and situations we do not refund as a standard return

This section exists to keep the return process fair and safe, and to avoid products being returned in a condition where they can no longer be sold as new.

5.1 BBs (BB pellets)

BBs can be returned and refunded only if the packaging is unopened and fully resalable.
Opened BB packaging will not be refunded as a standard return.

5.2 Gas (green gas / CO₂ / similar)

“Opening” a gas bottle, such as removing the cap, does not reliably indicate whether the product has been used. We therefore use the following clear rule:

We refund gas bottles only if they are returned unused, full and resalable.
Partially used gas bottles, such as bottles that are clearly not full or show signs of use on the valve or connection, will not be refunded as a standard return.

If your return includes pressurised gas, please pack and ship it according to the carrier’s transport instructions and applicable safety requirements. If unsure, contact our customer service before sending the return.

5.3 Upgrade parts, spare parts and sealing parts

Many airsoft spare parts and upgrade parts become used immediately upon installation. This may include grease, tool marks, fitting marks, modifications or other installation-related signs.

We refund upgrade parts, spare parts and sealing parts only if they are uninstalled, clean, unmodified and resalable.
Installed, greased, modified or clearly used parts will not be refunded as a standard return.

6) Return methods

6.1 Returning in-store

You may return items at our store during opening hours. You do not need to bring a physical receipt, but the purchase must be identifiable in our system.

To help us locate your purchase, please be prepared to provide at least one of the following:

order number or receipt number
purchase date or approximate purchase period
payment transaction date, for example from your bank statement
name or email address used for the order

Store / return address:
Atom Airsoft
Sähkömestarintie 2
13130 Hämeenlinna
Finland

6.2 Returns via Matkahuolto (Finland)

For online store orders delivered within Finland, you may return the order via Matkahuolto. A Matkahuolto return can be made at a service point, parcel point or parcel locker, depending on the return method used.

A free-of-charge Matkahuolto return can be made according to Matkahuolto’s instructions by using our contract ID, through the Matkahuolto Paketit app, or without logging in by using the original shipment ID, provided that creating a return is available for that shipment in Matkahuolto’s system.

Option A: Return with contract ID at a Matkahuolto service point

Pack the goods carefully. The maximum parcel weight is 30 kg.
Fill in the Return Form and include it inside the parcel.
Take the parcel to a Matkahuolto service point and provide contract ID 9519291.
When using this contract ID, the return is free of charge for the customer in Finland.
Write the following return address on the parcel: Atom Airsoft, Sähkömestarintie 2, 13130 Hämeenlinna, Finland.
Ask for a return receipt and keep it until the return has been processed.

Option B: Return via the Matkahuolto Paketit app

Open the Matkahuolto Paketit app and find the shipment you want to return.
Select the return option and create an activation code for the return according to the app’s instructions.
Fill in the Return Form and include it inside the parcel.
Write the activation code provided by Matkahuolto, your name and your phone number clearly on the parcel.
Take the parcel to a Matkahuolto parcel locker, parcel point or service point according to Matkahuolto’s instructions. See Matkahuolto’s return instructions here: https://www.matkahuolto.fi/packages/return-parcel
Keep the receipt, activation code or tracking information until the return has been processed.

Option C: Return without logging in using the original shipment ID

Go to Matkahuolto’s return page: https://www.matkahuolto.fi/return-shipment
Enter the original shipment ID and create an activation code for the return according to Matkahuolto’s instructions.
Fill in the Return Form and include it inside the parcel.
Write the activation code provided by Matkahuolto, your name and your phone number clearly on the parcel.
Take the parcel to a Matkahuolto parcel locker, parcel point or service point according to Matkahuolto’s instructions.
Keep the receipt, activation code or tracking information until the return has been processed.

If creating a Matkahuolto return does not work in the app or on Matkahuolto’s website, use contract ID 9519291 at a Matkahuolto service point or contact our customer service for assistance.

If you return the product using another shipping method instead of the Matkahuolto return method offered by us, you are responsible for the direct return shipping costs, unless the product is defective, damaged in transit or wrong. We always recommend using a trackable shipping method.

6.3 Returns from outside Finland

For consumer orders delivered outside Finland, the customer is responsible for the direct return shipping costs when using the statutory right of withdrawal, unless otherwise agreed or unless the product is defective, damaged in transit or wrong. We recommend using a trackable shipping method.

7) Complaints: defective, damaged, or wrong item

If the product is defective, damaged in transit, or you received the wrong item:

contact us without delay: info@atom-airsoft.fi
include your order number and a description of the issue
include photos of the product, packaging and any visible damage where relevant
wait for our customer service instructions before returning the product.

For defective, damaged or incorrectly delivered products, we cover the return shipping costs when you follow the return instructions provided by us. We will repair, replace or refund the product in accordance with applicable consumer protection rules.

Please note: airsoft products, especially airsoft guns, may break quickly due to incorrect use, unsuitable consumables, incorrect power sources, improper storage, inadequate maintenance or modifications. Complaints are assessed case by case.

8) Customer service

Atom Airsoft Oy
Sähkömestarintie 2, 13130 Hämeenlinna, Finland
Phone: +358 44 236 0413
Email: info@atom-airsoft.fi