Refund policy

Returns Summary

30-day returns period for eligible products, starting from the date of delivery.
Please obtain return authorisation before sending goods back so that we can identify and process your return correctly.
Products being returned because they are no longer required must be unused, undamaged and, where reasonably possible, in their original packaging.
Customers are normally responsible for return shipping costs where products have been correctly supplied and are no longer required.
Business returns for products ordered incorrectly or surplus to requirements may be subject to a restocking charge of up to 20%.
Faulty, damaged or incorrectly supplied products are handled separately and are not subject to a restocking charge.
Nothing in this Returns Policy affects your statutory rights.

Return Eligibility

We offer a 30-day returns period for eligible products, starting from the date of delivery.

If you wish to return a product because it is no longer required or was ordered incorrectly, please contact us as soon as possible and within 30 days of delivery.

To be eligible for a standard return, products should be:

Unused and in their original condition.
In their original packaging where reasonably possible.
Free from installation marks, cuts, damage or modification.
Complete with all components supplied with the product.
Accompanied by sufficient information for us to identify the original order.

Different rights may apply where a product is faulty, damaged, incorrectly supplied or where you are exercising statutory consumer rights.

Nothing in this policy is intended to restrict or exclude any rights you may have under applicable UK consumer law.

How to Request a Return

Please contact us before sending any products back. Obtaining return authorisation allows us to identify your goods when they arrive and helps us process your return as quickly as possible.

To request a return authorisation, please email:

accounts@pipelagging.com

Please include:

Your order number.
The product or products you wish to return.
The quantity being returned.
The reason for the return.
Photographs where the product is damaged, faulty or incorrect.

Once your return has been approved, we will provide the appropriate return instructions.

Return Address

Once you have received return authorisation, please send your return to:

Pipelagging.com
520 Europa Boulevard
Gemini Business Park
Westbrook
Warrington
WA5 7TP
United Kingdom

Please ensure that your order number and return details are included with the goods so that we can identify your return when it arrives.

Goods must be packaged appropriately for transport. Pipelagging.com cannot accept responsibility for goods lost in return transit, incorrectly addressed or inadequately packaged, except where responsibility cannot lawfully be excluded.

We recommend using an appropriately insured and trackable delivery service when returning goods to us.

Return Shipping Costs

Where a product has been correctly supplied and is being returned because it is no longer required or was ordered incorrectly, the customer will normally be responsible for the cost of returning it.

Where applicable, we may be able to arrange collection or provide a return shipping label. If the return is not due to a fault or error on our part, the reasonable cost of the return service may be deducted from the refund where permitted by law and agreed with you.

If a product is faulty, damaged or has been incorrectly supplied by us, please contact us before arranging your own return shipping so that we can advise you of the appropriate return procedure.

Restocking Charges

For business customers, products that have been correctly supplied but are returned because they were ordered incorrectly or are surplus to requirements may be subject to a restocking charge of up to 20%.

The applicable charge, if any, will be confirmed as part of the return authorisation process.

A restocking charge will not be applied because a product is faulty, damaged or incorrectly supplied by us.

Restocking charges will only be applied where permitted by applicable law and will not affect statutory consumer rights.

Non-Returnable Products

Unless faulty, incorrectly supplied or otherwise covered by applicable statutory rights, we cannot normally accept returns of:

Products cut or manufactured to your specified dimensions.
Made-to-measure products.
Custom-made or bespoke products.
Special-order products obtained specifically for your order.
Products that have been installed, cut, used, damaged or modified after delivery.
Products that cannot reasonably be resold because of their condition following use or handling.

If you are unsure whether a product can be returned, please contact us before sending it back.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If an item arrives damaged, appears faulty, or is not the product you ordered, please contact us promptly so that we can investigate and resolve the issue.

For visible transit damage, shortages or order discrepancies, we ask that you notify us within 48 hours of delivery where reasonably possible. Reporting these issues promptly helps us investigate the matter with our courier or warehouse team.

Please email accounts@pipelagging.com and include:

Your order number.
The product affected.
A description of the problem.
Clear photographs of the product, packaging and any visible damage where appropriate.

The 48-hour notification request does not affect any statutory rights you may have in relation to faulty, damaged or incorrectly supplied goods.

Depending on the circumstances, we may arrange a replacement, collection, repair, refund or another appropriate remedy.

Refunds & Credits

Once returned goods have been received, we will inspect them and confirm the outcome of your return.

Approved refunds: Refunds will normally be made to the original payment method.
Processing: We aim to process approved refunds promptly and normally within 10 business days.
Banking delays: After we have issued a refund, your bank, card provider or payment service may require additional time before the funds appear in your account.

If more than 15 business days have passed since we confirmed that a refund has been issued and you have not received it, please contact us.

Where applicable, refunds to consumers will be made within the timescales required by UK consumer law.

Exchanges and Replacements

Where a product is faulty, damaged or incorrectly supplied, a replacement may be offered where appropriate and available.

Please contact us before returning the original product so that we can advise you of the correct procedure.

Business Customers

Returns made by customers purchasing wholly or mainly for business purposes may be subject to different conditions from consumer returns.

Correctly supplied products are accepted for business return at our discretion unless otherwise agreed or required by law. Restocking, collection or other reasonable charges may apply.

Special-order, bespoke, cut-to-size and made-to-measure products cannot normally be returned by business customers unless they are faulty or incorrectly supplied.

Contact Us About a Return

If you have any questions about a return, refund, damaged product or replacement, please contact: