At Pipe and Drape Direct, we want you to be completely satisfied with your purchase. If for any reason you’re not, our returns policy is designed to be fair and straightforward.
1. Returns Window
You have 14 days from the date of delivery to request a return.
2. Faulty or Damaged Goods
If your item arrives faulty or damaged, please contact us within 14 days. We’ll arrange a return and provide a full refund, or an exchange if preferred. In such cases, we will agree a suitable return method based on the size and weight of the item.
3. Unwanted Goods
If you’ve changed your mind or no longer require the item:
- You can return the goods at your own cost, provided they are unused, in their original packaging, and in resalable condition.
- A full refund will be issued minus the original shipping cost.
- Alternatively, we can offer an exchange and arrange any additional payment or partial refund where necessary.
4. Return Shipping Costs
Return postage is:
- Covered by us for faulty/damaged goods (with prior agreement).
- The customer’s responsibility for unwanted items.
Due to the variety of sizes and weights of our products, return shipping methods and costs are agreed on a case-by-case basis.
5. How to Request a Return
To start a return, please email us at en*******@pi********.uk or call us on 01455 842000 with:
- Your order number
- A brief description of the issue (if any)
- Whether you’re requesting a refund or exchange
We’ll respond promptly with next steps.
6. Items Not Eligible for Return
Please note that custom-cut, made-to-order, or personalised items may not be eligible for return unless faulty. If unsure, feel free to contact us before placing your order.