Pre-Orders, Problems, Delivery, Shipping and Refunds
How we do things around here
RogueWorx is a part-time business, run from home by 2 guys on evenings and weekends. We both have daytime jobs and families that occupy the majority of our time. Please remember this when dealing with us. We are not Amazon Prime. We dispatch orders once or twice a week.
When talking to us, remember you are talking to the directors of the company as well as the people dispatching your order as well as the people that designed the parts. There is no supervisor above us, there is no complaints department to speak to. It's just Arron and Anthony.
If you are abusive or rude when talking to us, expect a straight answer, or we will just cease communication. In extreme cases, we will BLACKLIST you, meaning any future orders in your name will be cancelled. We are professionals, but we are also humans, just doing our best here.
RogueWorx is primarily a "design and engineering" company, not retail. We do not have a huge warehouse full of parts ready for immediate dispatch. Quite the opposite. All our parts are produced in small batches of 100 - 200 pieces, in 10+ colours and patterns, which means we often have LESS THAN 10 of any single part in a particular colour. Things go out of stock very often, and will often stay out of stock for several months if we are busy funding other projects. So grab what you want when you see it in stock as it may not be there tomorrow! Waiting for everything to be in stock before placing an order is the wrong strategy to use with our store.
Almost everything we sell is designed and manufactured by us. There are very few things we sell which are not manufactured by RogueWorx. As such, we know EVERYTHING about our parts. Do not try to convince us our parts are faulty. We manually inspect every single piece. We've had less than 10 faulty parts sold since 2016. 99.99% of problems are due to USER ERROR.
If your order contains a PRE-ORDER item, then your whole order will not ship until all the products are ready. If you want items to ship seperately, you have to place multiple seperate orders and tell us you want them kept separate, as we often tidy up our order queue by combining orders to save you shipping costs.
Shipping cost is based on weight and we only use tracked/signed services with sufficient insurance coverage for the value of the order.
Flat rate express courier options are also available. These are manually processed outside of our automated website systems, price is not based on weight, hence the high cost.
We usually dispatch orders twice a week depending on volume of orders. If we have very few orders incoming, this may only be once a week.
This means that even if the delivery service (for example, Royal Mail 1st Class) says "next working day", this only reflects how long the package will take to arrive once it has been dispatched by us. Choosing an express courier option does not mean your order will be processed the same day. This is a part-time business, we have main careers and families that come before airsoft parts.
Our standard international shipping takes approximately 2 weeks, but this can be as long as 6 weeks if the package gets held in customs. Canada is the slowest country in our experience, they hold packages in customs for up to a month.
All of our delivery services that use Royal Mail and national postage services have no control of the parcels after they have been dispatched. We cannot re-direct your order because you entered the address wrong after it has been dispatched.
BREXIT, Customs charges and Import taxes.
The UK leaving the EU has had almost no effect on how RogueWorx operates, except that we now have to provide customs forms for every international country, not just those outside of the EU. We've been shipping our products to the entire planet since 2016, so this is nothing new for us.
For our customers in the EU, however, Brexit now means that they have to pay import taxes on products they buy from us, typically about 30% of the order value, whereas there were no charges before. Our customers in non-EU countries, such as USA and Canada, have been paying these charges since the beginning with no complaint, despite a worse currency conversion rate, that's just how it is. We suggest the EU get used to it too.
We are not obliged to declare the value of your order as less than it's actual value on the customs forms, as is common practice for orders from other retailers in China, for example. This would be classed as perjury or fraud if we were ever taken to court for lying on official documentation.
Another reason we don't undervalue our shipments is that they are often only insured for the value declared on the customs form, so if that £300 order was lost and it's value was declared as £20, we would be unable to claim compensation for the true value. This could mean we are unable to refund or replace your order, it would be a total loss for you as well.
The tax rates and customs charges imposed upon you are nothing to do with us, they are decided by politicians. We recommend complaining to your government if you don't like paying import taxes. (We voted to Remain, if that makes you feel any better!)
In the event your order is undelivered, it will be returned to us by the "Return To Sender" function which usually takes a few weeks, whereupon we can send the parcel again to a new address if necessary. We may charge you for the re-delivery.
In the event your order is lost, after sufficient time has elapsed (typically 6 weeks for international orders), we will submit a Royal Mail "Lost Item" claim which will either find the parcel or payout an insurance cheque to us, whereupon we will refund your order.
We do not replace lost orders "like-for-like" as our inventory of parts is often so limited that we cannot guarantee a replacement is available. We will refund your order, not replace.
Faults and Returns
Any part which has been custom-made to a customer's specification, such as custom laser engraving or custom anodising, will not be eligible for a refund unless the part is proven to be faulty.
If a customer wishes to return any non-faulty items for a refund, they must be in an unused, re-saleable state and the customer will pay the return postage. We do not refund "used" condition parts.
If a customer believes a Rogueworx part to be faulty, our primary course of action is to help diagnose and fix the problem with the customer's gun by correspondence over email or preferably Facebook Messenger for speed. Many of our parts require some effort, skill or experience to install, as well as basic hand tools. We have produced many guide videos showing how to deal with certain problems during installation and there is a huge support community available on Facebook and Discord.
We do not refund parts based on user-error or inability of the customer to correctly install them.
Installing our high-performance parts in one section of the gun may just highlight a weakness or fault that already existed in another area of the gun that now needs to be fixed to regain optimal performance.
All of our parts are designed based on compatibility with the standard KJW KC-02 components. We absolutely do not refund parts or accept responsibility for faults caused by incompatibility with other aftermarket parts, such as magazine adaptors. The responsibility lies with the customer to make the necessary adjustments to their chosen components to make them all work together.
Splatter-pattern parts anodising (Raiden, Vampire, Nightwind, High-Roller, etc)
Several of our anodising patterns include dye splatter patterns. The exact pattern and amount of coverage of these splatter patterns is completely random and beyond our control. We do not accept returns or issue refunds because you are unhappy with the finish of a random splatter pattern. These are applied individually by hand by flicking chemical inks at the parts while they are held on the large metal anodising racks. The parts are securely fixed to these racks so that electric current can be passed through them, and can not be turned or touched during the process which takes 3 days. We do go to efforts to instruct our anodising specialist which side of a part will be visible when installed so they can concentrate on achieving a good pattern on that side, but this is not always possible, especially when a part is visible from several sides when installed, such as triggers or picatinny rails.
By continuing to purchase our parts, you, the customer, agree to all of the above.