Refund policy

Refund, Cancellation, Return & Warranty Policy

Last updated: October 16, 2026

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Refund, Cancellation, Return & Warranty Policy
Storefront and Operator
Policy Updates
Order Cancellations
Warranty & Custom Products
Start a return or exchange
Standard Returns
Launcher and Airgun Return Standard
Domestic Returns
International Returns
Original Outbound Shipping and Free-Shipping Orders
EU Right of Withdrawal and 14-Day Cooling-Off Period
Return Shipping Responsibility
Refused or Undeliverable Shipments
Non-Returnable Items
Pre-Order Policy
Exchanges
Refunds and Store Credit
Damaged or Defective Items
Chargebacks & Dispute Resolution
Policy Relationship
Contact Us
Detailed Return Condition Standards

Storefront and Operator

Detroit Less Lethal (DLL) is an online storefront operated by HR Tactical Innovations LLC, the legal seller and order operator. References to “Detroit Less Lethal,” “DLL,” “we,” “us,” or “our” in this policy mean HR Tactical Innovations LLC operating this storefront.

Pickup and walk-in service are not available. Our business mailing address is not a DLL retail location or a return-shipping instruction. Obtain approval and the return address before sending goods.

Policy Updates

Detroit Less Lethal reserves the right to update or modify this Refund, Cancellation, Return & Warranty Policy at any time without prior notice.

Policy updates apply to future purchases subject to applicable law and the terms disclosed for the order. A later update does not replace the applicable terms of an earlier purchase or reduce non-waivable consumer, warranty, withdrawal, refund, or statutory rights. Operational return-rule changes apply to future orders as configured.

Customers are responsible for reviewing this policy and staying informed of the current terms before placing an order, requesting a return, requesting a cancellation, exercising a withdrawal right, or submitting a warranty claim.

Continued use of our services or placing an order constitutes acceptance of the current policy, except where applicable law requires otherwise.

Order Cancellations

Orders may be canceled within one hour (60 minutes) from order placement without a cancellation fee, provided the cancellation request is received before the order has been processed, packed, submitted to a vendor, submitted to a distributor, customized, modified, allocated, placed into production, or shipped.

To request a cancellation, contact [email protected] as soon as possible with your order number and cancellation request.

Cancellation requests are not guaranteed until confirmed in writing by Detroit Less Lethal.

A timely, otherwise eligible request retains the time it was submitted. A later staff response or written approval does not by itself cause the request to fall outside the one-hour window or create a cancellation fee.

Cancellation requests received more than one hour from order placement are not automatically approved. Requests received outside the one-hour window may be declined. If Detroit Less Lethal chooses to review a late cancellation request, the request will be handled manually and will only be effective if approved in writing, except where prohibited by applicable law.

If a cancellation request is received outside the one-hour window or after an earlier processing, fulfillment, supplier, production, custom-work, or other commitment and is approved after manual review, the order may be subject to a 5% cancellation fee to help cover payment processing costs, including credit card processing costs, administrative costs, order handling, and time spent processing the order, except where prohibited by applicable law.

Special order items, distributor-sourced items, vendor-sourced items, made-to-order items, custom products, personalized products, modified products, custom builds, custom designs, coatings, finishes, engraving, customer-requested configurations, and any product ordered or modified specifically for a customer cannot be canceled once the item has been ordered from the distributor, ordered from the vendor, allocated, placed into production, modified, customized, or otherwise committed to the customer, except where required by applicable law.

Pre-orders are subject to the Pre-Order Policy section below. If a pre-order cancellation is approved, the applicable pre-order cancellation terms and fees may apply, except where prohibited by applicable law.

If an order has already shipped, it cannot be canceled. Any eligible resolution must be handled under the Standard Returns, International Returns, EU Right of Withdrawal, warranty, restocking fee, open-box fee, store-credit, or diminished value terms listed in this policy, as applicable.

Nothing in this cancellation section limits any non-waivable consumer rights, warranty rights, withdrawal rights, refund rights, or other statutory rights that apply under applicable law. For eligible EU consumer orders, this section does not limit the EU right of withdrawal described below.

Warranty & Custom Products

We guarantee that products will arrive free of defects and function as intended for their lawful, intended use.

Standard Products

Customers have 7 days from delivery to report shipping damage, defects, missing parts, incorrect items, or fulfillment errors by following the return and product issue procedure below.

Eligible standard products may qualify for a refund, store credit, exchange, repair, replacement, or other resolution according to the eligibility requirements and submission process listed in this policy.

Custom Products

Custom products include special order items, distributor-sourced items not stocked on hand, made-to-order components, personalized items, modified items, custom builds, custom designs, coatings, finishes, engraving, customer-requested configurations, and any product ordered or modified specifically for a customer.

Custom products are not eligible for return or refund once delivered, except where required by applicable law or under the fitment and functionality guarantee below.

Custom products are covered under a 30-day fitment and functionality guarantee.

If a custom item arrives defective or does not fit or function properly due to a production error, Detroit Less Lethal may repair, replace, modify, or otherwise resolve the issue with the same item or an appropriate equivalent, subject to applicable law.

Custom products cannot be refunded or exchanged for a different product except where required by applicable law.

Important: Shipping damage, missing parts, incorrect items, and other fulfillment errors involving a custom product must be reported within 7 days of delivery. Production-related fitment or functionality issues covered by the 30-day guarantee must be reported within 30 days of delivery. Follow the return and product issue procedure below so we can review and resolve the issue.

Start a return or exchange

For an eligible standard return or exchange, start in our online returns portal within 30 days of confirmed delivery. Follow the prompts to find your DLL order, select the item and submit your request. You do not need to send a separate email after submitting a standard request through the portal.

DLL reviews requests before approval. Submitting a request does not authorize you to ship an item back or guarantee a refund or exchange. Wait for DLL’s written approval and return instructions before shipping anything. Eligibility and the final resolution remain subject to this policy and inspection.

For damaged, defective, missing or incorrect items, custom or special-order product issues, or a request the portal cannot accept, email [email protected] within the applicable reporting window below. Include your order number, checkout email, item and variant, reason, condition, preferred resolution and relevant photos.

Return reason and product condition are separate. Customers must select the reason they are requesting a return and accurately identify how the product has been opened, installed, tested, or used. For example, a customer may request a return because the item is no longer wanted while also disclosing that it was opened, test-fitted, installed, aired up, dry-fired, fired, worn, washed, or otherwise used. A selection that conflicts with the submitted description or photographs may delay review and require clarification.

Review the Return Condition Standards: What Counts as Opened or Used section below before selecting the product condition. That section explains the 15% refund restocking fee, the reduced 5% restocking fee for qualifying brand-new store-credit returns, the restocking-fee waiver for qualifying approved direct exchanges, the 30% and 50% open-box fees, the resolution limits for opened or used merchandise, the launcher and airgun condition standard, and the conditions that cause a return to be rejected.

We may request additional photographs, order information, statements, or other documentation by email when needed to review your request.

Submitting a request or receiving a return label does not approve the return, exchange, warranty claim, or other requested resolution. Do not ship any item until Detroit Less Lethal provides approval and return instructions in writing.

Order cancellations requested before shipment follow the Order Cancellations section. International returns follow the manual instructions in International Returns. Eligible EU consumers exercising a statutory right of withdrawal may use the separate EU Right of Withdrawal process below.

Optional Return-Label or Package-Protection Benefits

If an optional return-label benefit is expressly offered and purchased with your order, eligible domestic returns for a refund, exchange, or store credit may receive a prepaid return label without an additional return-label charge, subject to the purchased benefit’s terms and return eligibility. DLL will verify any benefit actually associated with the DLL order during review. No return-label or package-protection benefit is included merely because an order is placed.

If you declined or did not purchase the coverage, you can still start an eligible standard domestic return in our online returns portal. For a product issue or request the portal cannot accept, email [email protected] for review. You are responsible for the return-label charge shown in the return instructions, except for an approved defect, shipping damage, incorrect item, missing part, fulfillment error caused by Detroit Less Lethal, or where applicable law requires otherwise. Any payment or deduction for the label will be shown separately.

Return-label coverage does not waive an applicable 15% or 5% restocking fee, the 30% or 50% open-box fee, original outbound shipping deductions, product-condition standards, final-sale exclusions, or other eligibility requirements in this policy. Package protection, when included in the option purchased at checkout, is subject to that option’s protection terms and is distinct from return-label coverage.

Available resolutions and preliminary amounts remain subject to our review, product inspection, and this policy. Any applicable merchandise fee is separate from the return-label coverage benefit.

Standard Returns

You have 30 days from delivery to submit a return request for an eligible non-custom order through the applicable domestic or international procedure above, except where applicable law provides otherwise.

Delivery is defined by the carrier’s confirmed delivery scan.

A customer’s reason for requesting a return does not by itself determine eligibility. Eligibility, the available resolution, and any applicable fee depend on the product’s actual condition, completeness, packaging, safety, and resaleability when received and inspected.

For complete definitions and examples, review the Return Condition Standards: What Counts as Opened or Used section below before submitting a request.

Return Condition and Resolution Schedule

Return condition and resolution fees
Condition	Eligible resolution if approved	Merchandise fee
Brand new, factory sealed, complete and unused	Original-payment refund	15% restocking fee
Brand new, factory sealed, complete and unused	Store credit	5% restocking fee
Brand new, factory sealed, complete and unused	Direct exchange approved before return finalization	No restocking fee
Opened but unused, if accepted	Store credit or approved exchange only	30% open-box fee
Installed, tested or used, if accepted	Store credit or approved exchange only	50% open-box fee
Rejected, unsafe or non-resaleable	No refund, store credit or exchange	Return rejected

These merchandise fees are separate from applicable label charges and original outbound shipping deductions. Confirmed defects, damage, fulfillment errors, and non-waivable statutory rights retain the exceptions described below. Launchers and airguns follow the ordinary condition and resolution standard below.

Brand new, factory sealed, and unused: The product must remain in original retail condition, with the original manufacturer seal intact where a seal was supplied, and with all packaging, parts, accessories, manuals, tags, labels, stickers, and documentation included. If approved, you may request a refund to the original payment method less the standard 15% restocking fee, store credit less the reduced 5% restocking fee, or a direct exchange with no restocking fee when the exchange is approved before the return is finalized. These store-credit and direct-exchange benefits apply only while the merchandise remains brand new, factory sealed, complete, and unused.
Opened but unused: If the factory seal or retail packaging has been opened, removed, damaged, or is missing, but the product remains complete, uninstalled, untested, unmodified, and otherwise unused, Detroit Less Lethal may accept the return at its discretion. If approved, the resolution is store credit or an approved exchange only, less a 30% open-box fee.
Installed, test-fitted, tested, or used: A product is considered used if an attempt was made to install, insert, attach, mount, air up, charge, power on for functional use, dry-fire, fire, load, wear, wash, use in play, or otherwise use it beyond a basic visual inspection. These products are not automatically eligible for return. If Detroit Less Lethal elects to accept the return, the resolution is store credit or an approved exchange only, less a 50% open-box fee.
Rejected condition: Severely damaged, modified, altered, disassembled, incomplete, tampered with, contaminated, unsafe, or otherwise non-resaleable products are rejected completely and do not qualify for a refund or store credit, except where required by applicable law or covered by an approved defect, damage, or fulfillment claim.

The 15% refund charge and reduced 5% store-credit charge are restocking fees. The 30% and 50% charges are open-box fees. The reduced 5% fee and approved direct-exchange restocking-fee waiver apply only to qualifying brand-new, factory-sealed, complete, and unused merchandise. Choosing store credit or an exchange does not reduce or replace a 30% or 50% open-box fee. Open-box fees reflect the reduced value, inspection, testing, repackaging, disclosure, and resale limitations associated with merchandise that can no longer be sold as brand new.

Any approved return that falls outside the brand-new, factory-sealed, and unused category is eligible only for store credit or an approved exchange, not a refund to the original payment method, unless the return is based on a confirmed defect, shipping damage, incorrect item, missing part, fulfillment error caused by Detroit Less Lethal, or applicable law requires a different resolution.

The condition reported in your request and supporting documentation is preliminary. Final eligibility, classification, and credit amount are determined after physical inspection. If the returned product differs from the submitted description or photographs, Detroit Less Lethal may reclassify the return, reduce or deny the credit, or require the customer to arrange and pay for shipment of a rejected product back to them, except where prohibited by applicable law.

A confirmed defect, shipping damage claim, incorrect item, missing-part claim, or fulfillment error caused by Detroit Less Lethal is not subject to the standard or reduced restocking fee or an open-box fee. If inspection does not confirm the reported defect or error, or shows misuse, customer-caused damage, modification, improper installation, tampering, or ordinary wear, the request may be handled under the standard condition rules, manufacturer warranty terms, or may be denied as applicable.

For a standard domestic return, start in our online returns portal. For discretionary review of opened or used merchandise, or a request the portal cannot accept, email [email protected]. If the return is approved, you will receive the applicable return address, label information, and written instructions. Do not use the business mailing address as a return address unless it is explicitly approved for your return.

Returns sent without prior approval will not be accepted. Detroit Less Lethal reserves the right to refuse any unauthorized returns, whether domestic or international, except where prohibited by applicable law.

Launcher and Airgun Return Standard

DLL launchers and airguns follow the ordinary condition and resolution schedule above. A brand-new, factory-sealed, complete, and unused item may qualify for an original-payment refund less the 15% restocking fee, store credit less the 5% restocking fee, or a direct exchange with no restocking fee when approved before the return is finalized.

An opened but unused launcher or airgun may be accepted at DLL’s discretion for store credit or an approved exchange only, less the 30% open-box fee. An installed, test-fitted, tested, dry-fired, fired, or otherwise used launcher or airgun is not automatically returnable; if DLL elects to accept it, the resolution is store credit or an approved exchange only, less the 50% open-box fee.

Severely damaged, modified, altered, incomplete, tampered with, contaminated, unsafe, or non-resaleable products may be rejected under the rejection standards below. Customer-choice label charges, original outbound shipping deductions, and replacement shipping remain separate from merchandise fees.

A confirmed defect, shipping damage, incorrect item, missing part, or fulfillment error caused by us retains the fee and resolution exceptions in this policy. Reasonable testing needed to identify and document a confirmed defect does not automatically create an open-box fee. Non-waivable statutory and eligible EU withdrawal rights remain protected.

A product not meeting personal expectations for accuracy, grouping, sound, feel, or performance is not automatically defective. Defect determinations are based on the manufacturer’s specifications, inspection results, and applicable warranty terms.

Domestic Returns

For every approved domestic return, Detroit Less Lethal will provide a prepaid, tracked return label that is insured or otherwise covered by carrier coverage or third-party shipment protection selected by Detroit Less Lethal for the approved return shipment. Customers must use the provided label and follow all packaging and shipping instructions. A label issued before physical inspection does not guarantee that the return will qualify for a refund or store credit.

A prepaid label does not always mean free return shipping. For a confirmed defect, shipping damage claim, incorrect item, missing part, or fulfillment error caused by us, we will pay the domestic return-label cost and no label-cost deduction will apply.

For a customer-choice return, exchange, compatibility mistake, no-longer-wanted item, or other return not caused by Detroit Less Lethal, the return-label charge shown in our written return instructions is your responsibility unless eligible return-label coverage purchased with the order applies, or applicable law requires otherwise. Any label payment or deduction will be shown separately from merchandise-condition fees. Any additional package, oversize, dimensional-weight, address-correction, or carrier surcharge attributable to the return may also be deducted when supported by the carrier charge and permitted by the applicable coverage terms and law.

If a properly packaged domestic return is lost or damaged while traveling under the provided label, Detroit Less Lethal will manage the applicable carrier or shipment-protection claim. The customer must retain the drop-off receipt and cooperate with any documentation request.

International Returns

International returns are handled manually. After written approval, the international customer must purchase, arrange, and pay for the return shipment in full unless applicable law requires otherwise or Detroit Less Lethal confirms a different return-label or shipping-cost arrangement in writing. Do not purchase return shipping until you receive instructions.

If an eligible international order includes a separately purchased return-label or package-protection benefit, contact us before arranging return shipping so any available benefit can be reviewed under the terms purchased with that order. International return-label availability must be confirmed during manual review.

Every international return must use a trackable shipping service and must be insured for the full purchase value of the returned merchandise. The customer must provide the carrier name, tracking number, shipping receipt, and proof of the insured value. International returns sent without tracking or adequate insurance may be refused, and the customer assumes the risk of loss or damage in transit except where applicable law provides otherwise.

International customers requesting a standard return or reporting a product issue must contact [email protected] within the applicable reporting window for manual review and return instructions, unless the separate EU Right of Withdrawal process below applies. Include your order number, order email address, reason for the request, product condition, and relevant photographs. International returns must be approved in advance. Do not purchase or send a return shipment until you receive approval and instructions.

International returns are subject to the same product condition categories and resolution rules, 15% refund or reduced 5% qualifying store-credit restocking fee, qualifying approved direct-exchange restocking-fee waiver, 30% and 50% open-box fees, launcher and airgun condition standards, rejection standards, and physical inspection requirements described under Standard Returns and the Return Condition Standards section, except where applicable law provides otherwise.

International return shipping is non-refundable for customer-choice returns. If a defect, shipping damage, incorrect item, missing part, or fulfillment error caused by Detroit Less Lethal is confirmed, reimbursement of reasonable standard return-shipping costs will be provided only when required by applicable law or approved by Detroit Less Lethal in writing after receipt of the shipping receipt and proof of shipment.

International returns should be declared as returned goods, not merchandise, where applicable. If any duties, taxes, tariffs, brokerage fees, import fees, customs fees, carrier fees, or other charges are assessed when the return arrives back to Detroit Less Lethal, those charges may be deducted from the refund or store credit except where prohibited by applicable law.

Original paid shipping charges, upgraded shipping charges, duties, taxes, tariffs, brokerage fees, customs fees, carrier fees, and import fees are non-refundable except where required by applicable law. Free-shipping orders are handled under the Original Outbound Shipping and Free-Shipping Orders section below.

The customer is responsible for ensuring that any product ordered is legal to import, own, possess, transport, install, and use in their country or region. Detroit Less Lethal is not responsible for customs seizures, import restrictions, regulatory issues, rejected entry, abandoned packages, unpaid duties or taxes, or denied entry due to local laws or requirements, except where required by applicable law.

Original Outbound Shipping and Free-Shipping Orders

Original outbound shipping is non-refundable on customer-choice returns. If the customer paid a shipping charge at checkout, that original shipping charge will not be included in the refund or store credit, except where required by applicable law.

If an order received free shipping, Detroit Less Lethal still paid the carrier to deliver the order. For a full customer-choice return, the actual outbound carrier cost paid by Detroit Less Lethal will be deducted separately from the available refund or store credit.

For a partial customer-choice return from an order that received free shipping, Detroit Less Lethal will deduct the reasonable portion of the actual outbound carrier cost attributable to the returned merchandise, based on the shipment’s carrier charge, package weight, dimensions, and the items returned. The deduction will not exceed the total outbound carrier cost paid by Detroit Less Lethal.

The original outbound shipping deduction is separate from all other return charges. It is not part of the 15% or 5% restocking fee, the 30% or 50% open-box fee, or the domestic prepaid return-label cost. Each applicable amount will be identified separately in the return approval, refund calculation, or store-credit calculation.

No original outbound shipping deduction applies to a confirmed defect, shipping damage claim, incorrect item, missing part, or fulfillment error caused by Detroit Less Lethal. Eligible EU statutory withdrawals are handled under the EU Right of Withdrawal section, including any requirement to reimburse standard outbound delivery costs.

EU Right of Withdrawal and 14-Day Cooling-Off Period

If your order ships to the European Union and you are purchasing as a consumer, you may have the right to withdraw from an eligible online purchase within 14 days of receiving the goods, subject to applicable legal exceptions.

To give notice of an eligible EU withdrawal electronically, email [email protected] with your name, order number, order email, affected items, and the date the goods were received. We will acknowledge receipt by email.

You do not need to sign in to a customer account to give withdrawal notice by email. A timely notice will be reviewed under applicable law.

For an eligible EU statutory withdrawal, a timely withdrawal notice is separate from a standard discretionary return request. We may request photographs and order or product details to identify the purchase, document condition, and provide return instructions. A documentation request does not invalidate a timely statutory withdrawal where applicable law provides otherwise.

Email [email protected] if you need help giving notice or following the return instructions.

Submitting a withdrawal request does not automatically mean every item is eligible for return or refund. Some goods may be excluded from the right of withdrawal where permitted by law, including custom products, personalized products, made-to-order products, special-order products, modified products, restricted goods, sealed goods that are not suitable for return once opened, goods that cannot legally be returned, or goods that have been used, damaged, installed, modified, or handled beyond what is necessary to inspect them.

If an EU withdrawal request is eligible, the customer must send the goods back within 14 days after notifying Detroit Less Lethal of the withdrawal, unless we provide different return instructions or applicable law requires otherwise.

For eligible EU withdrawal returns, Detroit Less Lethal may withhold reimbursement until we have received the returned goods or until the customer provides proof that the goods have been sent back, whichever occurs first, where permitted by law.

For eligible EU withdrawal returns, the customer is responsible for the direct cost of returning the goods unless the return is due to an approved warranty issue, defect, damage, fulfillment error by Detroit Less Lethal, or where applicable law requires otherwise.

Returned goods should be sent back in the condition received, with original packaging and proof of purchase where available. If returned goods show signs of use, installation, modification, damage, missing parts, missing packaging, or handling beyond what is necessary to inspect the goods, Detroit Less Lethal may reduce the refund to account for diminished value where permitted by law.

For eligible EU withdrawal refunds, Detroit Less Lethal will reimburse the product price and standard outbound delivery charges where required by applicable law. If the customer selected a delivery method more expensive than the least expensive standard delivery option available for the order, supplementary upgraded delivery costs may not be refundable except where required by applicable law.

Duties, taxes, VAT, tariffs, brokerage fees, customs fees, carrier fees, import fees, and other destination charges are non-refundable except where required by applicable law.

Return Shipping Responsibility

Customers are responsible for properly packaging returned items to prevent damage during return shipping and for following all written return instructions.

Domestic customers must use the prepaid, tracked, insured or otherwise covered return label supplied by Detroit Less Lethal. International customers must follow the manual return instructions, purchase a trackable return shipment, and insure it for the full purchase value of the returned merchandise unless applicable law requires otherwise or Detroit Less Lethal confirms a different arrangement in writing.

Items damaged during return shipping because of insufficient packaging, prohibited contents, incorrect carrier declarations, or failure to follow return instructions may be denied, reclassified, subject to diminished value deductions, or subject to additional charges where permitted by law.

Detroit Less Lethal is not responsible for an international return or a customer-selected shipment that is lost, damaged, delayed, underinsured, uninsured, misdeclared, or misdelivered, except where required by applicable law.

Refused or Undeliverable Shipments

If a package is refused, unclaimed, or returned due to an incorrect address, failed delivery attempts, failure to pay duties or taxes, failure to complete import requirements, or failure to accept delivery, the return will be treated as a standard return where eligible.

All applicable shipping costs, return shipping fees, duties, taxes, tariffs, brokerage fees, customs fees, carrier fees, import fees, restocking fees, and open-box fees may be deducted from or applied to the available refund or store credit where permitted by law.

If the returned item is not eligible for return, Detroit Less Lethal reserves the right to refuse the return or require additional shipping payment to resend the item, except where prohibited by applicable law.

Non-Returnable Items

The following items may not be eligible for return, except under an approved warranty claim or where required by applicable law:

Custom products.
Personalized products.
Made-to-order products.
Special order or distributor-sourced products ordered specifically for a customer.
Products modified, altered, disassembled, repaired, engraved, coated, refinished, or otherwise changed after delivery.
Products with customer-caused damage, contamination, excessive wear, paint or projectile residue, missing safety components, missing serial information, or a condition that prevents safe resale.
Installed, test-fitted, tested, fired, worn, washed, or otherwise used products that Detroit Less Lethal does not elect to accept under the 50% open-box store-credit exception.
Products missing original packaging, parts, tags, documentation, accessories, safety components, or other included components when the missing materials prevent approval or safe resale.
Hazardous materials, flammable liquids, gases, or restricted materials.
Personal care goods or hygiene-sensitive goods.
Paintballs, projectiles, consumables, and other products identified as final sale or non-returnable on the product page.
Sale items, clearance items, discontinued items, or final sale items, except where required by applicable law.
Gift cards.

Pre-Order Policy

Pre-orders are charged in full at checkout unless otherwise stated on the product page, checkout page, invoice, quote, or written approval.

Estimated shipping dates are provided in good faith but may change due to manufacturer, supplier, production, import, customs, allocation, or shipping delays.

Pre-orders may be canceled prior to shipment only if approved by Detroit Less Lethal, except where applicable law requires otherwise. If the pre-order item has already been ordered from a distributor or vendor, allocated, placed into production, customized, modified, or otherwise committed to the customer, the cancellation request may be declined except where required by applicable law.

If a pre-order cancellation is approved, a 30% cancellation fee may apply, except where prohibited by applicable law. This fee helps cover processing costs, payment fees, supplier commitments, inventory allocation, preorder administration, lost opportunity cost, and time spent managing the reserved order.

Once a pre-order item has shipped, any eligible resolution must be handled under the standard return policy, EU withdrawal policy where applicable, and restocking fee, open-box fee, store-credit, or diminished value terms listed in this policy.

Important: By placing a pre-order, you acknowledge and accept that fulfillment timelines are estimates and may change outside of our control.

For additional purchase option and cancellation terms, please review our Purchase Options & Cancellation Policy.

Where applicable law requires notice of a revised shipping date, consent to a delay, cancellation of unshipped goods, or a prompt full refund, we will follow those requirements. A cancellation or refund required for that reason is not subject to a discretionary regular-order or preorder cancellation fee. Other eligible cancellation requests remain subject to the terms and exceptions in this policy.

Exchanges

For a standard domestic exchange of an eligible item, start in our online returns portal and identify the replacement you would like. For a request the portal cannot accept, email [email protected] for review. International exchanges, where applicable, require the manual process above. You may also return an eligible item and place a new order after receiving return instructions.

For a standard domestic direct exchange for the same product in a different size or variation, use our online returns portal and identify the requested replacement. For opened or used merchandise, international requests, or a request the portal cannot accept, email [email protected] for review. Product eligibility, condition standards, availability, and applicable charges still apply. Additional outbound or exchange shipping costs may apply except where prohibited by applicable law. Eligible purchased return-label coverage applies only as described above.

Refunds and Store Credit

Once your return is received and inspected, you’ll be notified of approval, rejection, reclassification, or any applicable fee.

Processing timelines begin after the return is received, inspected, and approved, except where applicable law requires a different timeline.

Brand new, factory sealed, and unused returns: If approved, a refund to the original payment method has a 15% restocking fee; store credit has the reduced 5% restocking fee; and a direct exchange approved before the return is finalized has no restocking fee. The product must remain complete and unused for the reduced fee or exchange waiver.
Opened but unused returns: If accepted, store credit or an approved exchange is available for the eligible merchandise amount less the 30% open-box fee.
Installed, tested, or used returns: If accepted, store credit or an approved exchange is available for the eligible merchandise amount less the 50% open-box fee.
Rejected returns: Severely damaged, modified, incomplete, tampered, contaminated, unsafe, or otherwise non-resaleable products receive no refund or store credit.

Approved refunds to the original payment method are issued within 5 to 10 business days after approval. Store credit is issued after inspection and approval. Additional processing time by a bank, card issuer, payment provider, or financing provider may apply.

The applicable 15% or 5% restocking fee and the 30% or 50% open-box fee are calculated from the affected product’s purchase price. These merchandise-condition fees do not include the cost of a domestic prepaid return label or any applicable original outbound shipping deduction from a free-shipping order.

For customer-choice returns, the final refund or store-credit calculation may include: the applicable 15% or 5% restocking fee or 30% or 50% open-box fee; any applicable domestic return-label charge not covered by purchased return-label coverage; the applicable original outbound shipping cost; and any duties, taxes, tariffs, brokerage charges, customs charges, carrier charges, import charges, or other non-product charges permitted by this policy and applicable law. Each deduction will be shown separately. Taxes will be adjusted as required by applicable law and the transaction platform.

When reasonably determinable from your request and supporting documentation, Detroit Less Lethal will identify the expected condition category before issuing return instructions. Final eligibility, payment method, fee, and credit amount remain subject to physical inspection.

If a returned product is rejected after inspection, the customer may be required to arrange and pay for shipment of the product back to them. If return shipment is not arranged within the timeframe provided in writing, the product may be treated as abandoned to the extent permitted by law.

Valid EU withdrawal returns will not be charged a restocking fee or open-box fee where prohibited by applicable law. A diminished value deduction may apply where permitted by law.

Cancellation fee: Approved cancellations may be subject to the cancellation terms and fees listed in the Order Cancellations and Pre-Order Policy sections of this policy, except where prohibited by applicable law.

If it has been more than 30 business days since an approved refund or store credit was issued and you have not received it, contact [email protected].

Damaged or Defective Items

If your item arrives damaged, defective, missing parts, or incorrect, report the issue by email within 7 days of delivery, except when the separate 30-day custom-product fitment and functionality guarantee applies or applicable law requires otherwise.

For a domestic or international product issue, email [email protected] using the order email and order number. Include a description of the issue, photos of the item, photos of the product packaging, photos of the shipping carton and shipping label, and other relevant details. Follow additional documentation instructions provided during review.

Reasonable testing necessary to identify and document a claimed defect does not automatically create an open-box fee when the defect is confirmed. If inspection does not reproduce the reported issue, or shows misuse, improper installation, modification, customer-caused damage, ordinary maintenance needs, or wear and tear rather than a covered defect, the request may be handled under the standard condition rules, manufacturer warranty terms, or may be denied as applicable.

We will provide instructions for a return, replacement, repair, refund, store credit, manufacturer warranty referral, or other appropriate resolution under our warranty terms and applicable law.

Do not discard the product, packaging, shipping label, packing materials, or included accessories until the issue is resolved. Carrier claims and shipping protection claims may require inspection or documentation.

Chargebacks & Dispute Resolution

If you have a concern about an order, charge, product, return, refund, shipment, warranty claim, cancellation, or EU withdrawal request, you agree to contact Detroit Less Lethal first so we have an opportunity to review and resolve the issue.

Filing a chargeback without first contacting us to resolve the issue may delay resolution and may be considered a violation of this policy where permitted by applicable law.

Nothing in this section limits any rights you may have under applicable payment card rules, consumer protection laws, or other applicable laws.

Policy Relationship

This policy works together with our other published policies. If a product page, checkout notice, order confirmation, preorder notice, invoice, quote, written approval, or customer-specific agreement includes more specific terms, those specific terms may apply to that purchase, except where prohibited by applicable law.

Please review:

Contact Us

Questions about returns, refunds, warranty claims, cancellations, EU withdrawal requests, or order issues?

Email: [email protected]

Start standard domestic returns and exchanges in our online returns portal. For product issues, opened or used merchandise, or requests the portal cannot accept, email [email protected] with your order number and checkout email. Contact us for international returns, where applicable. Follow the separate cancellation and EU withdrawal procedures when they apply.

Detailed Return Condition Standards

This page explains how Detroit Less Lethal classifies returned merchandise as brand new, open box, used, or rejected, and how the customer’s selected resolution affects the applicable merchandise fee. It works together with our Refund, Cancellation, Return & Warranty Policy.

The reason for a return, the condition of the product, and the requested resolution are separate. For example, a customer may no longer want an item but must still accurately disclose whether it was opened, installed, test-fitted, tested, fired, worn, washed, modified, or otherwise used.

Submitting a request does not guarantee approval. The customer’s description and photographs provide a preliminary condition classification. Final eligibility, resolution, payment method, fee, exchange availability, and value are determined after physical inspection.

Condition and Resolution Summary

Product condition	Requested resolution	Applicable merchandise fee
Brand new, factory sealed, and unused	Refund to original payment method	15% restocking fee
Brand new, factory sealed, and unused	Store credit	Reduced 5% restocking fee
Brand new, factory sealed, and unused	Approved direct exchange	No restocking fee
Opened but unused	Store credit or approved exchange only	30% open-box fee
Installed, test-fitted, tested, or used	Store credit or approved exchange only, and only if DLL elects to accept the return	50% open-box fee
Severely damaged, modified, incomplete, tampered with, contaminated, unsafe, or otherwise non-resaleable	Rejected	No refund, store credit, or exchange

The 15% and 5% charges are restocking fees. The 30% and 50% charges are open-box fees. The reduced 5% restocking fee and the direct-exchange restocking-fee waiver apply only to merchandise that remains brand new, factory sealed, complete, and unused. Choosing store credit or an exchange does not reduce or replace the 30% or 50% open-box fee.

Open-box fees account for inspection, testing, repackaging, disclosure requirements, reduced resale value, and the fact that the merchandise can no longer be sold as brand new.

Shipping deductions are separate. The percentages on this page apply only to merchandise condition and selected resolution. A customer-choice return or exchange may also have the domestic return-label charge shown in our written return instructions and any applicable original outbound carrier cost from a free-shipping order charged or deducted from the refund, store credit, or exchange value. Eligible return-label coverage purchased with the order may cover the applicable label charge, subject to its terms; it does not waive merchandise fees or original outbound shipping deductions. International customers must use the manual return process and purchase tracked return shipping insured for the full purchase value unless applicable law requires otherwise or DLL confirms a different arrangement in writing. Review the sections above for details and legal exceptions.

Brand New, Factory Sealed, and Unused

A product qualifies for the brand-new category only when all applicable conditions below are met:

The manufacturer’s original seal is intact where the manufacturer supplied a seal.
The retail packaging has not been opened, cut, torn, crushed, written on, taped, or used as a shipping carton.
The product has not been removed for installation, test-fitting, functional testing, charging, gassing, firing, wearing, washing, or play.
All original parts, accessories, manuals, warranty materials, tags, labels, factory stickers, serial labels, protective films, inserts, and packaging are present and intact.
The product shows no handling marks, tool marks, wear, residue, odor, contamination, modification, or customer-caused damage.

When a product qualifies for this category, the customer may request one of the following resolutions:

Refund to the original payment method: The eligible merchandise value is refunded less the standard 15% restocking fee.
Store credit: The eligible merchandise value is issued as store credit less the reduced 5% restocking fee.
Approved direct exchange: No restocking fee applies when the exchange is approved before the return is finalized. The eligible merchandise value, after any separate shipping deductions, is applied toward the replacement product.

The requested resolution does not override product eligibility, inspection results, stock availability, manufacturer restrictions, or applicable law.

Opened but Unused

A product is open box when the factory seal or retail packaging has been opened, removed, damaged, or is missing, even if the customer states that the product was not used.

To remain eligible for possible acceptance in the opened-but-unused category, the product must still be complete, uninstalled, untested, unmodified, clean, safe, and resaleable. It may not show signs of attachment, insertion, mounting, air or gas use, battery connection for functional use, loading, firing, wear, washing, play, or other use.

If DLL accepts an opened-but-unused return, the resolution is store credit or an approved exchange only, less a 30% open-box fee. It is not eligible for a refund to the original payment method. Choosing an exchange does not reduce the 30% open-box fee.

What Counts as Installed, Tested, or Used

A product is considered used when an attempt was made to install, insert, attach, mount, test-fit, air up, gas, charge, connect, power on for functional use, load, dry-fire, fire, wear, wash, use in play, or otherwise operate it beyond a basic visual inspection. Brief use still counts as use.

Examples include, but are not limited to:

Launchers and Airguns

Installing or inserting a magazine, hopper, loader, tank, cartridge, battery, stock, barrel, handguard, sight, optic, grip, rail accessory, or other component.
Connecting HPA, CO2, gas, or another power source.
Charging or connecting a battery for functional testing.
Loading paintballs, projectiles, BBs, gel balls, shells, or other ammunition.
Dry-firing, firing, chronographing, adjusting velocity, testing feeding, or testing cycling.
Using the product in a game, field, training session, demonstration, or other practical setting.
Opening the body, gearbox, receiver, regulator, valve, frame, or internal assembly.

Parts and Accessories

Installing, inserting, threading, clamping, mounting, fastening, wiring, adhering, or attaching the item to another product.
Test-fitting that leaves compression marks, thread marks, tool marks, adhesive residue, scratches, wear, or other evidence of installation.
Cutting, trimming, sanding, drilling, filing, bending, painting, coating, heat-forming, programming, or otherwise altering the item.
Removing protective films, tamper seals, serial labels, factory stickers, or required markings when removal affects resaleability.

Tanks, Regulators, Remote Lines, and Air Components

Filling the tank or component with HPA, CO2, or another gas.
Installing or removing a regulator, burst disk, bonnet, gauge, fitting, hose, or other pressure component.
Connecting the item to a marker, fill station, remote line, or testing equipment.
Changing regulator settings, shims, output pressure, or factory configuration.

Clothing, Masks, Protective Gear, and Soft Goods

Wearing the item in play, outdoors, during training, or for more than a basic indoor sizing check.
Washing, laundering, deodorizing, treating, altering, or removing hygiene or protective liners.
Exposure to sweat, smoke, paint, dirt, field debris, pet hair, odors, or other contamination.
Installing lenses, visors, straps, foam, pads, pouches, or other components when the installation affects resaleability.

Electronics, Optics, Batteries, and Powered Accessories

Installing the item on another product or connecting it for functional use.
Powering, pairing, programming, calibrating, recording, updating firmware, or changing settings beyond a basic inspection.
Removing battery pull tabs, protective films, mount seals, or other packaging when removal affects new condition.
Leaving mounting marks, ring marks, screw marks, adhesive residue, or other evidence of use.

If DLL elects to accept an installed, test-fitted, tested, or used product, the resolution is store credit or an approved exchange only, less a 50% open-box fee. Choosing an exchange does not reduce the 50% open-box fee. Acceptance is discretionary and depends on condition, completeness, safety, resaleability, manufacturer restrictions, and applicable law.

Exchange Value and Replacement Costs

For an approved exchange, the eligible merchandise value remaining after the applicable merchandise fee and any separate shipping or other permitted deductions is applied toward the approved replacement product.

The customer is responsible for any price difference and any applicable shipping charge for the replacement item, except where the exchange is caused by a confirmed defect, shipping damage, incorrect item, missing part, or fulfillment error by Detroit Less Lethal or applicable law requires otherwise.

If the approved replacement product costs less than the available exchange value, the remaining eligible balance is issued as store credit rather than refunded to the original payment method, except where applicable law requires otherwise.

The no-restocking-fee exchange incentive applies only when merchandise remains brand new, factory sealed, complete, and unused and the direct exchange is approved before the return is finalized as a refund or store credit.

Rejected Condition

A return is rejected completely when the product is severely damaged, modified, altered, disassembled, incomplete, tampered with, contaminated, unsafe, or otherwise unsuitable for responsible resale. Rejected items do not qualify for a refund, store credit, or exchange.

Examples include:

Cracks, breaks, deep scratches, impact damage, stripped threads, bent components, severe finish damage, or other customer-caused damage.
Missing parts, accessories, safety components, serial labels, required markings, manuals, packaging, or included equipment when the missing materials prevent safe or accurate resale.
Internal modification, aftermarket alteration, unauthorized repair, removed or altered legally required markings, altered safety devices, changed wiring, modified pressure systems, or evidence of disassembly.
Paint, projectile, lubricant, gas, smoke, dirt, biological material, moisture, corrosion, odor, or other contamination that cannot be safely and reasonably restored.
Evidence of misuse, overpressure, improper installation, unsafe operation, prohibited modification, or use contrary to manufacturer instructions.
A condition that prevents the product from being safely tested, accurately represented, legally resold, or supported by the manufacturer.

If a product is rejected after inspection, the customer may be required to arrange and pay for shipment of the product back to them. If return shipment is not arranged within the timeframe provided in writing, the product may be treated as abandoned to the extent permitted by law.

Defects, Shipping Damage, Incorrect Items, and Fulfillment Errors

The standard or reduced restocking fee and open-box fees do not apply when DLL confirms a covered defect, shipping damage, incorrect item, missing part, or fulfillment error caused by DLL.

Reasonable testing needed to identify and document a claimed defect does not automatically create an open-box fee when the defect is confirmed. If inspection does not reproduce the reported problem, or shows misuse, improper installation, modification, tampering, customer-caused damage, ordinary maintenance needs, or normal wear instead of a covered defect, the standard condition rules, manufacturer warranty terms, or denial may apply.

How to Submit a Return or Product Issue

Start eligible standard domestic returns and exchanges in our online returns portal. Follow the prompts to find your order, provide the requested product-condition details and photographs, and state whether you prefer an original-payment refund, store credit, or an exchange. For product issues, opened or used merchandise, international requests, or a request the portal cannot accept, email [email protected] using the order email and order number.

International returns require manual review. Contact [email protected] for international requests, warranty or product issues, or any item, order, destination, or requested resolution requiring manual review. Follow the applicable reporting deadlines and instructions in the sections above.

We may request additional documentation by email. Keep the order confirmation and order details available for review.

Available resolutions and preliminary amounts remain subject to review and physical inspection. Do not ship anything until DLL provides approval and return instructions in writing. Order cancellations and eligible EU withdrawal requests follow their separate procedures in the main policy.

Legal Rights

Nothing on this page limits any non-waivable consumer, warranty, withdrawal, refund, or statutory right. Valid EU withdrawal returns will not be charged a restocking fee or open-box fee where prohibited by law, although a diminished value deduction may apply where permitted.