Refund policy
Last updated: 29 September 2026
We want you to be satisfied with your PipeStation order. This policy explains how to cancel an order, request a return, report a faulty or damaged item and receive a refund.
Nothing in this policy limits or removes your statutory rights under UK consumer law.
Important Information About Gas Cylinders
MAPP, Map-Plus and propane cylinders contain pressurised flammable gas and cannot be returned through ordinary postal or parcel services unless that carrier expressly accepts the goods and all dangerous-goods requirements are followed.
Do not post or send a gas cylinder back to us without contacting PipeStation first. Email enquiries@pipestation.net or call 0161 371 8765 so we can confirm whether the item can be returned and explain the appropriate return method.
This safety requirement does not remove any cancellation or statutory rights you may have.
Quick Returns Summary
- If you are a consumer buying online, you can normally cancel an unwanted order within 14 days after receiving it.
- After notifying us of cancellation, you normally have a further 14 days to return the goods.
- PipeStation also offers a 30-day goodwill returns period for eligible unused items, subject to the conditions below.
- If an item is faulty, damaged on arrival, incorrectly supplied or not as described, contact us as soon as possible.
- Do not return pressurised gas cylinders or other hazardous products until we have confirmed the return arrangements.
- Approved refunds are normally made to the original payment method.
Cancelling an Order Before Dispatch
If you want to cancel an order before it has been dispatched, contact us as soon as possible:
Email: enquiries@pipestation.net
Telephone: 0161 371 8765
Please include your order number and the name and address used for the order.
We will try to stop the order before dispatch, but we cannot guarantee this once packing or collection has begun. If the order has already been dispatched, follow the returns process set out below.
Your Right to Cancel an Online Consumer Order
If you are buying as a consumer, you normally have the right to cancel an online order without giving a reason.
The cancellation period ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods. If an order is delivered in separate parcels on different days, the period normally ends 14 days after the final item is received.
To exercise this right, you must tell us clearly that you want to cancel. You can do this by email, telephone, letter or by using the model cancellation form at the end of this policy.
Once you have told us that you are cancelling, you must normally return the goods within a further 14 days, unless we have agreed to collect them.
PipeStation’s 30-Day Goodwill Returns Period
In addition to your statutory rights, PipeStation offers a goodwill return option for eligible items when you contact us within 30 days of delivery.
To qualify for a goodwill return, the item must generally be:
- Unused and uninstalled
- Complete and undamaged
- In a resaleable condition
- Returned with all parts, accessories, instructions and original packaging
- Accompanied by proof of purchase
The 30-day goodwill policy does not replace or reduce your legal rights where goods are faulty, damaged, incorrectly supplied or not as described.
We may decline a goodwill return outside the legal cancellation period if the product has been used, fitted, altered, damaged after delivery or is incomplete.
Handling Goods Before Returning Them
During the legal cancellation period, you may inspect an item in the same way you reasonably could in a shop. You remain responsible for taking reasonable care of it.
If handling beyond what is necessary to establish the nature, characteristics and functioning of the item reduces its value, we may make a proportionate deduction from the refund where the law permits.
For safety reasons, do not connect, ignite, puncture, discharge or otherwise use a gas cylinder if you may wish to return it as an unwanted item. Do not fit, fire or operate a blow torch beyond the inspection reasonably necessary to confirm what it is and whether it matches the order.
Products That Cannot Normally Be Returned Under the Goodwill Policy
Unless faulty, damaged, incorrectly supplied or otherwise covered by your statutory rights, our goodwill return option may not apply to:
- Items that have been used, installed, altered or damaged after delivery
- Products missing components, accessories or original packaging
- Items made, cut or modified to a customer’s specification
- Sealed products that cannot be returned for health or hygiene reasons once unsealed, where applicable
- Items that deteriorate rapidly or have a limited shelf life, where applicable
- Products expressly identified as non-returnable before purchase, where legally permitted
Sale and discounted products have the same statutory rights as full-price products. A reduced price does not remove your rights if the goods are faulty, not as described or otherwise fail to meet the legal requirements.
Returning MAPP, Map-Plus and Propane Cylinders
Gas cylinders require special handling because they contain pressurised flammable material.
Before attempting to return a cylinder:
- Contact PipeStation and provide your order number.
- Tell us whether the cylinder is unused, connected, damaged, leaking or otherwise unsafe.
- Wait for written return or collection instructions.
- Do not send the cylinder through Royal Mail or an ordinary parcel service.
- Do not puncture, vent, discharge or modify the cylinder in an attempt to make it returnable.
If a cylinder appears damaged, is leaking or may be unsafe, move away from ignition sources and follow the safety information supplied with the product. Do not transport or post it unless a competent person or authorised carrier has confirmed how it should be handled.
Where a consumer has a legal right to cancel, the practical need for an approved carrier does not remove that right. We will explain the available return or collection arrangements after reviewing the circumstances.
Faulty, Damaged, Incorrect or Misdescribed Goods
Goods supplied by PipeStation must be of satisfactory quality, fit for any purpose made known to us and match their description, subject to the applicable law.
Please contact us promptly if an item:
- Arrives damaged
- Is faulty
- Is different from what you ordered
- Is missing components
- Does not match its description
Email enquiries@pipestation.net with:
- Your order number
- A clear description of the problem
- Photographs or video where this will help us assess the issue
- Details of any visible damage to the parcel
- Confirmation of whether the product has been installed, connected or used
Do not continue using an item that may be unsafe. Do not attempt a repair or modification before contacting us, as this may make it harder to establish the original fault and could create a safety risk.
Depending on the circumstances and your legal rights, the available remedy may include a refund, repair, replacement or price reduction.
For consumer purchases, the Consumer Rights Act 2015 provides a short-term right to reject qualifying faulty goods, normally within 30 days of delivery. Other rights to repair, replacement, price reduction or final rejection may apply after that period.
Goods Damaged in Transit
Please inspect your delivery as soon as reasonably possible.
If the parcel or product arrives damaged, contact us promptly and retain:
- The item
- All original packaging
- The delivery label
- Any protective materials
Photographs of the external packaging, internal packaging and damaged item will help us assess the issue and raise it with the carrier.
Do not return a damaged pressurised cylinder unless we have given you specific instructions. If the product appears to be leaking or unsafe, keep away from flames, sparks and other ignition sources and follow the safety information provided with it.
Missing or Incorrect Items
If an item is missing from your parcel or we have sent the wrong product, contact us as soon as possible with your order number and details of what was received.
We will investigate and, where appropriate, arrange for the correct item to be supplied, the incorrect item to be returned or a refund to be issued. We will cover reasonable return costs where the error is ours.
How to Start a Return
Contact PipeStation before sending an item back.
Email: enquiries@pipestation.net
Telephone: 0161 371 8765
Please provide:
- Your order number
- Your full name
- The item you want to return
- The reason for the return
- Whether the item has been opened, fitted, connected or used
- Photographs where the item is damaged, faulty or incorrect
Once the return is authorised, we will provide the relevant instructions. Return instructions may differ for gas cylinders, standard parcels, bulky items and faulty goods.
Unless we tell you otherwise, authorised non-hazardous returns should be sent to:
PipeStation Returns
Unit 10, Shepley Industrial Estate South
Audenshaw
Manchester
M34 5DW
United Kingdom
Including “Stockport” in the postal address is not required. Use the return address supplied in our authorisation message if it differs from the address above.
Packaging Your Return
You are responsible for packaging returned goods securely unless we arrange collection.
- Use suitable protective packaging.
- Include all components, accessories and instructions.
- Do not attach labels directly to retail packaging where avoidable.
- Include your order number or return reference inside the parcel.
- Obtain proof of posting or collection.
- Use a service suitable for the type, value and contents of the goods.
Standard postal and parcel services may prohibit gas cylinders and other dangerous goods. It is your responsibility to follow the return instructions and the carrier’s restrictions.
Return Delivery Costs
Change-of-Mind Returns
If you cancel because you no longer want an item, you will normally be responsible for the direct cost of returning it, provided we informed you of that responsibility before purchase.
If the goods cannot normally be returned by post, contact us before arranging transport. We will explain the available options and any applicable cost.
Faulty, Damaged or Incorrect Goods
Where an item is faulty, damaged on arrival, incorrectly supplied or not as described, PipeStation will cover reasonable return costs or arrange an appropriate return or collection method where required.
Do not purchase a return service for hazardous, bulky or faulty goods without first agreeing the method and cost with us.
Refunds for Cancelled Consumer Orders
For a valid cancellation under the Consumer Contracts Regulations, we will refund:
- The price paid for the returned goods
- The cost of our least expensive standard delivery option, if you paid an outbound delivery charge
If you selected an enhanced or more expensive delivery service, we are not required to refund the difference above the standard delivery cost.
We may withhold the refund until we have received the goods back or you provide evidence that they have been sent, whichever occurs first, unless we have agreed to collect them.
The refund will be made without undue delay and normally within 14 days after we receive the returned goods or acceptable evidence of return. Refunds are issued to the original payment method unless otherwise agreed.
Refunds Under the 30-Day Goodwill Policy
Once an eligible goodwill return is received and inspected, we will email you to confirm whether it has been accepted.
If accepted, the product price will be refunded to the original payment method. Original delivery charges are not normally refunded for goodwill returns made outside the statutory cancellation period, unless the goods are faulty or PipeStation made an error.
Exchanges
If you need a different product, contact us before returning the original item.
Where stock is available, we may be able to arrange an exchange. In some cases, the quickest option will be to return the original item for a refund and place a new order.
If the exchange is requested because the original item is faulty, damaged or incorrectly supplied, we will explain the available remedy and return arrangements. For change-of-mind exchanges, you may be responsible for return delivery and any price difference or additional delivery cost.
Late or Missing Refunds
After we confirm that a refund has been issued, your bank or payment provider may take additional time to display it.
If the expected processing period has passed:
- Check the original payment account again.
- Contact the card issuer, bank or payment provider.
- If the refund still cannot be located, email enquiries@pipestation.net with your order number.
Orders Paid with Promotional Discounts
Where a promotional code or order-level discount was applied, the refund will reflect the amount actually paid for the returned item.
If returning part of an order means the remaining purchase no longer meets the conditions of a promotion, we may recalculate the refund where the promotion’s terms allow and the law permits.
This section does not reduce your statutory rights for faulty, damaged, incorrect or misdescribed goods.
Business Purchases
Some statutory consumer protections described in this policy apply only where an individual is acting wholly or mainly outside their trade, business, craft or profession.
If you purchased wholly or mainly for business purposes, contact us to discuss the return. Business returns may be governed by the agreed contract, our applicable terms of sale and any rights that cannot legally be excluded.
The safety and carrier restrictions for returning pressurised gas cylinders apply to both consumer and business customers.
Proof of Purchase
We may ask for evidence that the goods were purchased from PipeStation. Suitable proof may include an order confirmation, receipt, invoice, payment record or other information that allows us to locate the transaction.
Your Statutory Rights
This policy is intended to explain our returns process and does not replace your legal rights.
Consumer purchases may be protected by legislation including:
- The Consumer Rights Act 2015
- The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
If any part of this policy conflicts with rights that cannot legally be excluded or restricted, those statutory rights will apply.
You can find general guidance on consumer rights at GOV.UK or obtain independent advice from Citizens Advice.
Contact PipeStation
For cancellations, returns, faults or refund enquiries, contact:
PipeStation Customer Services
Unit 10, Shepley Industrial Estate South
Audenshaw
Manchester
M34 5DW
United Kingdom
Email: enquiries@pipestation.net
Telephone: 0161 371 8765
Opening hours:
Monday to Friday: 07:00–16:00
Saturday and Sunday: Closed
For an existing order, please include your order number.