Refund policy

Returns, Refunds and Complaints (Refund Policy)

Quick guide

Fill in the Return Form and include it inside the return parcel. The Return Form serves as your withdrawal notice.
Pack the product carefully and include all parts and accessories that came with it.
Return the order either in-store or via Matkahuolto service point (returns from Finland).
If the item is defective, damaged in transit, or wrong, please contact us before returning: 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.

Withdrawal notice and date

Withdrawal is made by submitting a Return Form (included with the return shipment). Returning goods without a withdrawal notice is not sufficient.

Withdrawal date (order of precedence):

If you have notified us in advance by email/message (e.g. “I will return my order…”), the withdrawal date is the date the message was sent.
Otherwise, the withdrawal date is the date written on the Return Form (place/date/signature).
If the date is missing, the withdrawal date is the dispatch date of the return shipment, based on tracking/receipt (if verifiable).
If 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.

Please keep your receipt/tracking information 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 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 to keep it.

If the product has been used beyond what is necessary to inspect it (clear signs of use, installation marks, missing items, modifications, etc.), we may reduce the refund to reflect the diminished value.

3) Exchanges

You may exchange an item for another of equal value (for example, a different size or color). If you want to exchange for an item of a different price, please contact us: info@atom-airsoft.fi

You can choose exchange or refund on the Return Form.

4) Refunds and processing time

Returns are typically processed within about 2 weeks from dispatch (depending on carrier and seasonal workload). 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.

Refund as a gift card is possible only if selected on the Return Form.

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 that cannot be resold 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.

5.2 Gas (green gas / CO₂ / similar)

“Opening” a gas bottle (removing the cap) does not reliably indicate usage, so we use a clear rule:

We refund gas bottles only if they are returned unused, full, and resalable.
Partially used gas bottles (returned clearly not full or otherwise not resalable as new) will not be refunded.

If your return includes pressurised gas, please pack and ship it in a safe and lawful manner. If unsure, contact us before sending the return so we can advise the safest method.

5.3 Upgrade parts, spare parts and sealing parts

(e.g. gears, piston, cylinder parts, hop-up rubbers, O-rings, gasket/seal kits)
Many airsoft parts become “used” immediately upon installation (grease, tool marks, fitting marks), and therefore cannot be sold as new.

We refund parts only if they are uninstalled, clean and resalable (no grease, no installation marks, no modifications).
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 (online store)
purchase date or approximate purchase period
payment transaction date (e.g. from your bank statement)
name / email address used for the order
the date of your email/message if you notified us in advance (e.g. “I will return my order…”)

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

6.2 Returns via Matkahuolto (Finland)

Orders can be returned using a Matkahuolto service point with our contract ID. Returns via Matkahuolto parcel lockers are currently not supported.

How to return:

Pack the goods carefully (maximum parcel weight 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. Using this contract ID makes the return free of charge for the customer in Finland.
Use the following return address on the parcel: Atom Airsoft, Sähkömestarintie 2, 13130 Hämeenlinna, Finland

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 right of withdrawal, unless otherwise agreed or unless the product is defective/wrong (see Complaints). 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 (photos/video recommended)

We will provide return/shipping instructions. For confirmed wrong/defective items, we cover the return shipping costs when you follow our instructions, and we will repair/replace/refund as required by applicable consumer protection rules.

Please note: airsoft products specially airsoft-replicas can break quickly due to incorrect use, unsuitable consumables, incorrect power sources, 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