Returns and Other Problems
Our core philosophy, is we are here to serve you. We want you to be happy with your purchase.
Products received in damaged condition or the wrong product is shipped
If something arrives damaged in transit, or if we sent you an item in error, we will replace it or repair the item if no replacement exists.
We do not offer refunds for these returns. We will only offer a refund for damaged merchandise if we are unable to replace your item(s). If you ask for a refund and tell us that your product is damaged, your return will be treated like any other return, where you have made a different choice, and you will assume the cost of shipping and restocking.
An item returned for defect or damage will be inspected upon receipt. In the event that we find no damage or defect, the return will be treated as a return for personal reasons, and our normal shipping and restocking fees will apply, or we can alternatively return to you at your cost of shipping. This is a reason why we ask for more information before we approve a return for defect, as we can often make an assessment of the item and whether there is a defect or a normal product.
Each product is different, and in the product listing, we provide a summary of what to expect. Often times, tactical weapons and components are not made to look pretty, and superficial discoloration or small handling marks are expected, and will not be accepted to be returned for defect. Also, some colored metal, like green and dark earth colored anodizing is notorious for wide variations in colors. This is not a defect.
Keep in mind, that just because you do not like the product, does not mean it is defective.
Please note that if you have any problem with a shipment, you should contact us by email at support@charliescustomclones.com.
If you change your mind, and want to make a return, or if you just do not like the product, we will accept a return, as outlined in this Section.
Time Limit for Returns
For products purchased from our Website, you have a 10 day inspection period to start a return for a cash refund, and 60 days to ask for a replacement item or a refund in the form of a store credit coupon. For products purchased on Gunbroker.com, you have a five (5) day inspection period.
Certain items cannot be returned
Items sold as blems, factory seconds, sale items, demos, products ordered to your specification and similar language are sold as is. Firearms cannot be returned once transferred to you by your local dealer, and Ammo, other Hazardous Materials and Gift Cards cannot be returned. Clothing cannot be returned once worn or tried on.
Also, items which are marked, used, blems, factory 2nds and sale items cannot be returned. These are special purchases and priced such that we do not provide for returns or refunds.
Shipping and Restocking Fees
For shipping and restocking fees, we try to keep this real simple: If we made a mistake and sent you the wrong product, or if the product arrived damaged, we will replace it free of charge and pay for all shipping. Returns for any other reason, you will pay for shipping and a modest restocking fee.
If you received free or promotional shipping when we sent the product to you, we will deduct the cost of shipping from your refund. This is shipping that you did not pay as a promotion, so when you return the product, you will reimburse us for the cost to ship to you.
Our restocking fees are meant to offset our cost of handling your return. Restocking fees are not a penalty. In any transaction, one party pays for the convenience. In order to keep our overall costs down, we pass on part of the cost of handling a return to the party who chose to make the return.
In calculating the restocking fee, we use a variable scale, so that the greater the cost of the product, the lower the percentage is for the restocking fee. The restocking fee will be calculated based upon the total value of the items returned, as follows:
- If the item price is less than $100: 20%
- Items between $100 and $500: 15%
- Items between $500 and $2,000: 10%
- Items over $2,000: 5%
The restocking fee will be charged only on the value of the merchandise, and not on shipping fees, insurance and other fees paid with your order.
In the event that you choose to elect a store credit in lieu of a cash refund, your restocking fee will be reduced by 75% of what it otherwise would be.
Additional fees may apply to returns with credit card disputes. (See below)
Additional fees may apply to returns of firearms. (See below)
Starting a Return
To start a return, if you purchased from our Website, go back to the Website and log on and choose the product or products that you want to return. For items purchased on Gunbroker.com, email us at support@charliescustomclones.com and let us know the reason for the return.
For purposes of the timeline for refunds, the time is measured from when you received the item(s) until when you request a return. If we take longer to reply, no worries, you are covered.
Wait for an RMA, a Return Merchandise Authorization. DO NOT MAKE A RETURN WITHOUT AN RMA. We need to track returns, and we do this with the RMA. Also, for products which might be defective, we may want to discuss the product with you, or have you take a picture. Often times we find that we can help you solve the problem, and that a return is not needed.
When we send you an RMA number, we will also give you instructions on how to make your return.
Special Circumstances for Firearms
Returning an order for firearms presents some specific circumstances which could cause us wasted effort, and additional hardship, and we have an additional fee to help offset our added costs or added burden.
Firearms can only be returned before the firearm is transferred to you by your local dealer, or before you complete a Form 4 for an NFA item. This is true for a return for any reason. After either has occurred, any claim for damage must be made to the manufacturer.
In the event that you or your local firearms dealer (FFL) determine that you cannot own the firearm shipped to your local dealer, you will be responsible for returning to us, and the return will be treated as any other return that you chose to make, i.e., shipping and restocking costs apply.
Please inspect your firearm when you visit your local dealer, to whom we have shipped the firearm. If there is a return to be made, it must be made by your local dealer directly to us.
If you or your local dealer initiate a return, or your dealer refuses a delivery, you will owe us an additional processing fee, to help us offset the additional cost of ATF compliance associated with handling firearms.
We do not charge a separate fee for compliance, except and unless you choose to make a return.
Note: For California deliveries, if your dealer does not accept receivers, or does not make firearms compliant, this is something that you must check on before you ask us to ship to the dealer. However, if you have a problem, talk to us. We probably know of a dealer who will accept your shipment, in which case, you can avoid the restocking charges, but not the other fees.
Obviously, we will not charge additional fees if we made a mistake and sent the wrong firearm, or the firearm was received in damaged condition.
For Title 1 firearms (normal firearms), if a return is made, you will owe an additional fee of $75.00.
For Title 2 firearms (NFA items), if a return is made, you will owe an additional fee of $175.00. NFA items require that we file a request with the ATF to void the Form 3, which is required for us to ship to your local dealer. The $175.00 is $100 for the voiding of the Form 3, plus the $75 return fee for a firearm.
In addition to all the normal firearms compliance paperwork, for a Title 2 NFA item, we had to receive your dealer’s SOT license and match that and request a Form 3 from the ATF, and then send the Form 3 with your shipment.
After you have your NFA item returned, we then must request that the ATF manually void the approved Form 3.
The effort and the wait time to void a Form 3 is substantial. We must request a manual voiding of the Form 3 from the ATF, which takes a number of weeks for the ATF to mail us a paper copy of the voided Form 3, during which we cannot sell the NFA item, and we must maintain it in our possession, and handle additional documentation and record keeping, all of which presents a very large burden on us.
These fees: EITHER the Title 1 return fee, or the Title 2 return fee, are in addition to any restocking and/or restocking fee that is owed.
Sending us your Return
We expect that you will send us a product in new condition, in the original packaging, unless the return is defective. If the return is not in new condition, we will deduct a reasonable amount from your refund, or reject the return. Basically, we need to be able to sell the product to another customer, so if we need to offer a discount as a returned item, then you will bear the cost of that reduction in value.
For returns which are our fault, or for defective merchandise, we will provide you with a return label to be used when shipping your item(s) back to us. For all other returns, you will have the option of us providing a label and deducting the cost of shipping from your refund, or we will give you the address to ship back and you can arrange for your own shipping.
If you provide your own return shipping, we encourage you to obtain insurance. If the parcel arrives damaged or does not arrive, you will not get credit for the return.
Receiving Your Return
Often we receive merchandise at a UPS facility, and not our workshop, so there is a delay from the time you see a parcel delivered and when we actually receive it. Similarly, the person handling receiving of returns has other tasks and there will be a delay from when we get the parcel to when it is logged into our return system. We only ask that you be patient. You will be notified when the return is received (not delivered), and we will advise you of any issues once we inspect the item(s) returned.
Calculating the Cost of Shipping
We will balance expediency with accuracy when assessing you the cost of shipping. If you were charged shipping and you are returning the same item(s), we will use that cost in calculating any shipping you may owe. For other shipments, we will use a standard shipping cost of $12.00, unless the size of the shipment is very small (several ounces) or very large or heavy, in which case, we will calculate the actual cost of shipping.
Damage After Delivery
Our return policy is for items which arrive damaged, and is limited to the inspection period. For products which fail after installation, you should contact the manufacturer to make a return. Any product opened and installed, or a firearm after it is transferred to you by your local dealer is a matter of the manufacturer's warranty.
Refunds
"Cash refunds" are made to the original form of payment. Store credit refunds are made by way of providing you with a coupon code to use as a discount on future purchases.
Our refund process takes a little more time than a return at Walmart or Home Depot. Please expect a reasonable lag between authorizing a cancellation or acknowledging a return, and receiving a refund.
Store credit, when issued, will be good for roughly 6 months from the date of issuance.
For debit and credit card refunds, there is a limit set by the credit card networks (Visa, Mastercard, Discover and Amex) from the point of charging the card to maximum number of days where we can make a refund. This time limit has changed in the last few years, and is not something for which we have any control over. For returns and also for cancellations, there can be a situation where you may qualify under our policies for a cash refund, but we are not able to make that refund due to limitations on the part of your card issuer and their network. When that occurs, a store credit will be given.
Card issuers require us to make a refund back to the card you used, or to store credit. There are certain limited situations where we may be able to make a refund to you after the card network deadline, and send you a check. Doing so will require written authorization, and we will incur a fee. In the event this is a possible solution, we will discuss that with you. The cost associated with such a refund is $50.00, plus 3% of the amount of the refund, and that cost will be deducted from your refund.
International refunds are a little trickier, if the refund cannot be made to the card, as those require special handling and fees, which are often a surprise to our international customers, many of whom are accustomed to easy cross-border transfers. In the US, international transactions are handled today much as they were in the 1960s. If you are in this situation, let us know, as fees vary by country and amount.
Special Situation with Credit Card Disputes
It is no secret that credit card disputes between customers and merchants involve a great deal of cost and burden. We do not view credit card disputes as a legitimate means of seeking a refund. The credit card issuers have set forth a dispute mechanism to protect you, and in the event that, after attempting to solve a disagreement in a business like manner, asking your card issuer for help is a resource that you have.
However, if you abuse this resource, and go to your card issuer for a refund before making a request to us, or if you do decide that you do not like our policy, after you have agreed to it, then we view a credit card dispute as an abuse and is not the right manner to resolve a disagreement. We might not always agree, but we have done our best to advise you of our policies, and expect that when you make a purchase and have agreed to our policies that you will live up to your end of the agreement.
Credit card disputes are an adversarial action, and are very costly. In the event that you raise a dispute which should have been solved through normal action, e.g., you cancelled an order and did not give us reasonable time to make a refund, or you made a return and then filed a dispute and did not get an RMA or did not give us reasonable time to refund your money, or you wanted a cash refund, but only qualified for store credit, etc., or if the dispute process finds against you during the arbitration of the dispute, you will owe us $50.00 to help reimburse our costs of handling the dispute. You agree to having this amount deducted from any award, or debited directly to your card.