Delivery, Shipping and Refunds
If your order conatins 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.
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, typically once mid-week and once on the weekend. 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 can be as long as a month, given the COVID-19 situation. Canada is the slowest customs process usually.
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.
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 3 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, hence why a refund is our standard procedure.
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 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. 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.
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.
By continuing to purchase our parts, you, the customer, agree to all of the above.