Delivery, Payment and Returns policy
We will always try to send your order as fast as possible. However we ask that you take into consideration that we are not a large company, with a whole machine shop at our disposal.
we also do not resell cheap pieces of light weight tubes with pretend threads on them we cut and thread every piece of pipe ourselves.
We are a small family business and although we try to stock what we believe will be ordered but it is always a guess many orders require us to cut and thread to fulfill your order (which we do in-house) We do of course keep an eye on new orders and quickly identify orders that can be fulfilled faster from items off the shelf. Our current delivery providers are parcel-force used on parcels 1m and above, and UPS on most parcels below 1m in length. Occasionally we may use royal mail (first class signed for service) When we do this, we usually refund postage overcharges.
We accept returns with the following conditions: You MUST first contact us outlining the reason for return and including photographic evidence if appropriate, and this must be done within 30 days of receipt. If return is due to a genuine fault* (see below) we will offer replacements or a full value refund upon return of goods which we supply the label for. For faults reported after 30 days you will be offered replacements or repair if viable. Goods must be returned before any replacements are issued NON FAULT RETURNS If The return is due to reasons other than fault i.e. change of mind, or no longer required. A Return will be accepted if this is requested within 14 days However in this circumstance the refund will include deductions to the value of any unrecoverable costs. which includes cost of packaging cost of original delivery to yourself (please note these are costs incurred not the original charge as shown receipt – free shipping does not mean that a carrier delivered this for free- it is simply a case that we covered the cost from our profit and did not charge you) and return costs we also reserve the right to add a restocking fee if deemed necessary of up to 10% this fee will be dependent on factors such as difficulty to complete the return transaction and timing of return / order i.e. during peak times. *genuine faults will not include issues that are addressed in description including but not limited to color of natural pipe- despite the name it is not coated painted or in any other way finished black in color. this is a generic term and as it is unprotected and a ferrous metal there is no way of accurately giving an exact color, perceived faults due to the tapered thread ie does not thread all the way up – this is not a fault as its designed to bind as noted within descriptions discrepancies on length less than 4mm per piece. To avoid return fees please read the descriptions where we try to give enough information as we can to make it clear on what to expect and if you are unsure please ask before ordering Why do we charge costs on no fault returns? We do this to be fair on all customers this is not a penalty we could offer free no quibble returns by charging every customer a hidden premium we have chosen not to as we simply don’t think this is fair to all customers we sincerely hope you understand our policy- unlike others this is not a pre-written document this is a policy written in simple terms and hopefully clear understandable language we hope that you agree with us that this is a fair approach and compliant and in places exceeds the minimum requirement as set out in the Consumer Rights Act 2015 https://www.gov.uk/accepting-returns-and-giving-refundsShow more +
Important information –
procedure to start a return
- First step is to fill out the form below, this form will be sent directly to a dedicated inbox for returns so it wont get lost.
- Step 2 wait for a response back, this should be within 2 working days (Monday – Friday)
- The response will set out clearly with details of the refund amount and any deductions will be set out clearly including your options for return label