Repairs

Would you like to have a product repaired or upgraded? You can either send it in or bring it to our showroom in Purmerend.

Note: we do not accept repairs for replicas delivered in separate parts. The replica must be fully assembled with all components.

Register your repair or upgrade in advance through our online portal:

1. Product purchased after 01-08-2024? Register via this link.
2. Product purchased before 01-08-2024 or bought elsewhere? Use this link.

Once we receive your product, you’ll get a confirmation email. This does not mean we start immediately. The waiting time is at least 4 weeks. The exact duration depends on:

• The complexity of the repair or upgrade
• Availability and delivery time of parts
• Whether the product needs to be sent to the supplier

You’ll be kept updated via the repair portal and by email.

Ordering parts

Will it take longer due to part orders? We’ll let you know. We’ll provide a cost estimate upfront and ask for your approval before ordering parts. After approval, the costs are final.

Sending to the supplier

If we cannot carry out the repair ourselves, we will send your product to the supplier. We then have less control over the process but will keep you informed as best we can. Sometimes we receive no detailed feedback other than that the product has been repaired. Naturally, we will inform you if there are additional costs.

The costs are determined during the process. Our hourly rate is €54.95 and a half hour costs €25.95 (excl. parts).

Cost overview

We’ll discuss an estimate with you beforehand. We only start after your approval. If the repair turns out more expensive or cheaper than expected, we’ll contact you again.

You can track the status via the repair portal and by email. Possible statuses are:

• Request accepted: We are waiting to receive your product.
• Product received: We will start work shortly.
• Forwarded to supplier: For example, due to warranty or missing parts.
• Waiting for parts: We are waiting for delivery before we can continue.
• Ready for pickup: Your product is ready. Let us know if you want to pick it up or have it shipped.
• Complete: The repair has been finished and the product has been shipped or collected.

Yes, our technical service is authorized to maintain and modify firearms. This is always done in consultation. For some specialized work, we collaborate with external experts. Register your repair via our repair portal or contact us.

You have a standard one-year manufacturer’s warranty, unless stated otherwise.

Note: If you have made modifications yourself or attempted a repair, the warranty becomes void. Our technicians always check this.

For airsoft magazines, the warranty period is 14 days. Damage caused by misuse or not following the manual is not covered by warranty.

If it turns out the defect was caused by user damage (therefore not covered by warranty), you’ll receive a cost estimate. You then have three options:

• You agree – we will carry out the repair.
• You do not agree but want the product back – you pay €39.95 diagnostic costs.
• You do not agree and do not want the product back – we will dispose of it free of charge.

We have our own technical service that performs as many repairs as possible in-house. If that’s not possible (for example due to missing parts), we will send the product to an external specialist or supplier.

Once your product is ready, you will receive a notification. If there is no response, we’ll send three reminders spread over 6 months. If the product is still not collected after this period, it becomes the property of Shogun.