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Trinity Airsoft Policy Page

POLICIES:

  1. Return
  2. Order Cancellation
  3. Warranty
  4. Returns / RMA
  5. Additional Fees
  6. Shipping Costs

1. Return Policy

All sales are final. Return only for warranty / repair work, if applicable. Please see Warranty Policy for details and see RMA / Return Process for more information. No packages accepted without a valid RMA# on outside of shipping box !! All valid Returns (with RMA#) must be received within 14 days of the issuance of the RMA#. If package is received after the 14 day period, it will be refused. Most items that have a warranty must be sent to the distributor or manufacturer for warranty / repair work. 

See our Terms and Conditions page for more information.


2. Order Cancellation Policy

Please be advised - we process and ship most orders within hours of receipt, so if your order has already been boxed / shipped it may not be possible to cancel it.

Trinity Airsoft is fast. We have a knowledgeable and dedicated shipping dept that works around the clock to get your order out faster than anyone. In many cases, we can get your order to your door before many other companies even get it boxed. Although we do not apologize for being fast, our speed may prevent orders from being canceled. If you want your gear quick, then Trinity is the only choice.

Please submit all cancellations via phone at (276) 328-8990. *Orders canceled after Order Processing has begun, will be charged a processing fee of 15%. *Orders canceled after they have been boxed and/or shipped will be charged a restocking fee of 20%. Please see our "Shipping" Policy for more information about returns and other shipping fees.

Please research carefully before you make your purchase. If you have any questions, please email or call us before you place your order. We are here to help.

Cancellations must contain the following: First and Last Name, and Order Number. This information must be identical to the information originally submitted on your order. Every effort will be made to accommodate the cancellation of your order, providing your order has not been processed and/or shipped out. Store hours are Mon-Fri 9am-5pm EST. 276-328-8990


NOTE: If an order is canceled or refunded, it may take 5-7 business days before your credit card company shows your funds as "available". If this happens, please contact your bank, not Trinity, as we have no control over your bank's policies. Your bank may even tell you that we still have your funds; however, once we cancel or refund an order, we do not have the funds any longer. It may take your bank several days to process the transaction and make your funds "available" for use.

3. Warranty Policy

No warranty is assumed. Only the warranties explicitly stated below are valid and must be attached to the product page on the website. Any product without warranty information attached is to be considered an item with "No Warranty". If you are unclear about an item or a warranty, please contact us before you purchase. Once an item is purchased all sales are final.

 
Warranty Types: 

1) Manufacturer:  This warranty is covered strictly by the manufacturer. Trinity Airsoft assumes no responsibility for repair, replacement or otherwise. Please follow the correct RMA / Return process for that particular manufacturer. Some manufacturer warranties require the item(s) to be sent directly to the manufacturer.  

Some manufacturer warranties may require the item(s) to first be shipped to us. In this case, we will process the return and forward the item to the manufacturer, on your behalf. Please contact us, in advance, for further instruction before you ship any item(s) to anyone. Please be aware that manufacturer warranty claims can be a long process (often times taking up to and beyond 2 months). Final decision as to the acceptance of the warranty claim is at the sole control of the manufacturer / distributor of that item (not Trinity).

Trinity Airsoft, by forwarding your item to the manufacturer, makes no claims as to the acceptance of the warranty or any repair / replacement by the manufacturer. If the manufacturer deems the item to be void of warranty, then the customer is still responsible for ALL shipping charges to and from Trinity, as well as to and from the manufacturer.

Manufacturer warranties may require the item be shipped to Trinity Airsoft first, then to the manufacturer, then back to Trinity Airsoft and finally back to the customer. Please be aware this is a total of 4 separate shipping charges which are assumed by the customer. As shipping rates change daily and are beyond our control, we cannot accurately forecast these charges, but we can estimate that a 12 lb package being shipped from California to Virginia (for example) could cost $15-$20 for UPS Ground Service. So, if there are 4 shipments involved to obtain the manufacturer's warranty, your shipping cost alone could be $60-$80.

In some cases, it may actually be less expensive to buy a brand new item and replace the one you have or it may be more cost effective to contact Trinity Airsoft to see if we can fix / repair your item at a fair price. For any inquiries of this nature, please email us at: techsupport@trinityairsoft A valid RMA number will be needed and you would be responsible for the shipping cost, parts cost and a labor charge. This may still be less than just the shipping costs under the manufacturer warranty.

Batteries and Chargers that are included in the box with airsoft guns are not covered under any warranty by any manufacturer or Trinity Airsoft.



*KWA, TSD, ICS, SRC, UTG, and Classic Army - These brands carry a manufacturer warranty.  As such, they are all shipped directly to the US Distributor for that brand (not Trinity Airsoft). Please visit their individual websites for more information or click here for specific instructions on how to contact them.  

Marui and Echo1 guns do have a warranty and they are the only brands that would be returned to Trinity (with valid RMA).

Any other brand, not listed above, is assumed to have no warranty and cannot be returned to Trinity.   Not all brands carry a warranty, so if you are unsure or have any questions, please contact us before you make your purchase.  We are here to help.

Click here for specific contact info about each Manufacturer's Warranty.

2) Optional:  This warranty, if offered, is provided by Trinity Airsoft for an additional fee. If offered, this warranty will be selectable when you add the item to your cart. Not all items have an optional warranty available. This warranty work is typically much faster than a manufacturer warranty and involves much less shipping expense. Most parts are kept in stock for repair work, so the process may only take a few weeks, as opposed to a few months with a manufacturer warranty.  

If the parts are not available at the time of your warranty / repair, they will be ordered from the supplier within 10 days. Delivery time from the supplier is unknown and can take several months to arrive if not in stock. In the event the item is not repairable, Trinity Airsoft will offer a full refund of your Optional Warranty payment, so long as all Warranty Terms and Conditions are met. Neither other claim nor offer can be assumed. Customer is responsible for all shipping charges to and from Trinity Airsoft.

Trinity Airsoft will cover repair or replacement parts as well as any shipping charges involved to obtain the required parts. The brand / manufacturer of the repair / replacement parts is at the sole determination of Trinity Airsoft. All efforts will be made to use OEM / exact factory replacement parts; however in the event of said parts being unavailable, we reserve the right to substitute parts from a similar type and manufacturer.

3) None or No Warranty:  This type of item has no warranty available of any kind. No warranty is offered and no responsibility can be implied on the part of Trinity Airsoft or the manufacturer. Items of this type typically are of lesser cost and have no replacement parts available. In many cases, items of this type are more prone to breaking and may cease to operate much faster than other products. Please think carefully before purchasing any item(s) which offer no warranty. All sales are final.
 

Warranty of any type (Manufacturer or Optional) applies only to select airsoft guns. Warranty does not apply to any other item or product.

For example: High capacity mags carry no warranty of any kind.

Warranty Terms and Conditions:
  1. Does not cover mis-use, intentional or otherwise.
  2. Does not cover use of non-Japanese BB's, paint BB's, or BB's above or below the recommended size and/or weight.
  3. Does not cover disassembly by anyone other than Trinity Airsoft personnel.
  4. Does not cover alteration of the item in anyway (upgrading, painting, or otherwise).
  5. Does not cover accident (dropping, spilling water on, etc...).
  6. Does not cover improper maintenance or lack of maintenance.
  7. Does not cover use of improper battery (wrong voltage and/or wrong mAh).
  8. Does not cover alteration or removal of orange tip.  This is a serious offense - DO NOT DO IT !!
  9. Item(s) must be in original manufacturer's box with all related accessories and paper work.
  10. Must follow RMA / Return Process.  RMA# (number)  must accompany the returned items.
  11. RMA# can only be issued by Trinity Airsoft.  Contact us via email for more information and complete RMA process.
  12. Returned items must be accompanied by a copy of the original receipt.
  13. All shipping fees and charges are assumed / responsibility of the customer.
  14. Final determination of warranty validation can only be made once we have inspected the item(s) in person.
  15. Batteries and chargers are not covered under any warranty.
  16. Warranty does not cover loss or theft.

4. RMA / Return Process

Only select items carry a warranty. Items can only be returned with authorization and valid RMA# issued by Trinity Airsoft.


** Any package returned to Trinity without a valid RMA# clearly printed on the outside of the shipping box will be refused and returned at your expense. **
 

To obtain a valid RMA# you must contact our tech support team first, via a Help Ticket to determine whether the item is indeed defective before shipping. To submit a ticket, please log into your account online at www.trinityairsoft.com You will then see your order history and a gray "Submit Ticket" button. When submitting your ticket, please briefly outline the problem you are having. Once we receive the ticket, our tech support team will contact you.

If warranty work is needed and approved, you will receive a RMA number by email. Final determination of warranty claim will be determined once the item(s) are received and inspected by Trinity Airsoft. Issue of an RMA# does not assume nor claim that the item(s) are a valid warranty claim. Any and all items must meet the Warranty Terms and Conditions to be considered a valid claim.

If you item(s) have a manufacturer warranty, or if you purchased an optional warranty and you experience trouble with your purchase, you must contact us within the return period (typically 1-30 days, from receipt, depending on the manufacturer and/or warranty type). If you contact us after the warranty period has expired, the warranty is void and we will not issue an RMA#.

Include all contact information in your Help Ticket and include the following information: Exact name on the order, Order Number, billing and shipping address and a description of your problem for the specific item(s). The subject line of the email should clearly state your Order Number. We will review the email and contact you if we need more information. If we deem the email contains sufficient information to warrant an inspection, then we will issue a RMA# to you via email.

This RMA# must be clearly printed on the outside of your shipping box or the package will be refused and returned to you at your expense. Any and all items returned to Trinity Airsoft must be accompanied by a copy of the original sales receipt, the original factory box or package the item(s) arrived in, the RMA# must also be clearly printed on the copy of the sales receipt. If you have lost your copy of the sales receipt, you can print a new one by logging onto our website (www.trinityairsoft.com) and going to My Account.

Also, all returned items must include all items that were included with your purchase (for example ... owner’s manual, extra magazines, cleaning rods, etc....). If an item(s) are received and any of the above listed criteria are not met, then the warranty claim will be considered null and void. Issue of an RMA# by Trinity Airsoft nor the distributor nor the manufacturer does not guarantee the warranty claim will be accepted.

Final determination of warranty claim can only be made upon detailed inspection by Trinity Airsoft or the respective agent, after receipt of your shipment. If an item is deemed not under warranty for any reason, then the return shipping is the responsibility of the customer. For more information or questions, please contact us by email.

If your item carries a Manufacturer Warranty, you are required to contact the manufacturer or distributor directly to obtain your RMA#. If you need help determining who you should contact, please let us know. We will be glad to help.

 
For Trinity Returns Only
Ship Return Items to:
 
TrinityAirsoft.com  (print RMA number here)
630 Norton RD
Wise, VA 24293
 
*NOTE: Returns sent with no RMA number or a non-valid RMA# will be returned at the expense of the sender.
*NOTE: All RMAs expire 14 days after they are issued.  No Exceptions.
*NOTE:  Ship via UPS or FEDEX only !!!  Do not ship via Postal Service because we may not receive your package.  The Postal Service in our area does not deliver and will refuse any shipments with a physical address on the label.
*NOTE: Trinity Airsoft is not responsible for items damaged during return shipping to us. 
 
5. Additional Fees

Any order returned for refund or canceled, or for any reason that is not considered warranty, will be charged a 20% restocking fee. NO EXCEPTIONS. Please be aware that retailers have fees involved in processing orders. Please research carefully before you make your purchase. If you have any questions, please email or call us for further information. We are here to help.

 
6. Shipping Costs

Customer assumes all costs in shipping to and from Trinity Airsoft. Trinity Airsoft is not liable for any type of return shipping to or from the customer nor to or from the manufacturer on the customer's behalf.

Manufacturer warranties may require the item be shipped to Trinity Airsoft first, then to the manufacturer, then back to Trinity Airsoft and finally back to the customer. Please be aware this is a total of 4 separate shipping charges which are assumed by the customer. As shipping rates change daily and are beyond our control, we cannot accurately forecast these charges, but we can estimate that a 12 lb package being shipped from California to Virginia (for example) could cost $15-$20 for UPS Ground Service.

So, if there are 4 shipments involved to obtain the manufacturer's warranty, your shipping cost alone could be $60-$80. In some cases, it may actually be less expensive to buy a brand new item and replace the one you have or it may be more cost effective to contact Trinity Airsoft to see if we can fix / repair your item at a fair price. For any inquiries of this nature, please email us at: techsupport@trinityairsoft.com A valid RMA number will be needed and you would be responsible for the shipping cost, parts cost and a labor charge. This may still be less than just the shipping costs under the manufacturer warranty.


For more Shipping information, please see our Shipping Policy Section. 
 
Be Informed / We Are Here To Help You !

Trinity Airsoft strives to provide our customers with accurate and adequate information to make an informed buying decision. We also offer contact by email and phone for any questions or concerns that you may have. Please research each product carefully before you purchase and be informed about the warranty, return process, shipping costs and any other fees involved.

We are here to help and will do anything, within reason, to aid in your purchase. Feel free to call or email us, before you purchase, with any questions or concerns. We can be reached by email at: techsupport@trinityairsoft.com and by phone at: (276) 328-8990 Monday thru Friday 9am to 5pm EST.
 
Please see our Shipping section for important information concerning shipping policies, times, procedure, fees, and more.