Returns & Cancellations

The Multipipe Returns Policy

We hope you never have to return an item, but we know that occasionally, there are circumstances when the purchased product needs to be returned. In the event you need to return a product, please follow these simple steps.


The following items are excluded from return

  • Terrendis pre-insulated pipe
  • Tools
  • Used goods
  • Special order items
  • Fittings not in their original and sealed bag quantity packaging


If you wish to cancel an order before its dispatched, please call us on 01245 227 630 or email as soon as possible as orders are processed promptly to ensure speedy delivery. Orders cannot be cancelled once they are shipped.


We only replace items if they are defective or damaged.  If you need to exchange your purchase for the same item, send us an email at [email protected], complete the returns form and send your item to Multipipe Ltd. Unit 12 Great Hayes Business Park. Lower Burnham Road. Stow Maries. Essex. CM3 6SQ.

Return of non-faulty goods

The customer can return the order within 14 days of the purchase date.

For all non-faulty goods returns, the item must be in original packaging and in un-installed / unused & resalable condition. Items delivered in sealed bags or boxes must be returned unopened and in the original bag. Where it is not possible to package in the original packaging, then the item will need to be packaged suitably for the courier before collection. Please log in to your account and create a returns request. Please post your item back to the address on the returns note, making sure the item is packaged correctly and is sent back in a way that is covered by insurance as any lost parcels will result in your order not being able to be refunded.

Return Shipping (Exchanges & Non-Faulty Goods)

To return your product, please complete this FORM. Email your completed form to [email protected]. We will then contact you to discuss your return.

You should mail your product to Multipipe Ltd. Unit 12 Great Hayes Business Park. Lower Burnham Road. Stow Maries. Essex. CM3 6SQ.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the original cost of shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over £35, you should ensure that you send it using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Return of Faulty / Damaged Goods on Delivery

Should you, in the very rare case, receive a damaged item, please contact our customer service department to discuss the fault and arrange collection. Due to the courier’s procedure, no claims can be made unless reported within 24 hours of delivery.

Collection of Faulty / Damaged Goods

Once we have confirmed your collection day, you will receive a confirmation email. Please make sure you follow the steps below.
1.   Someone must be available at this address on the day of collection
2.   Please make sure all returns are packaged with the correct returns forms
3.   Returns must be correctly packaged, so the item does not get damaged or broken.
4.   If we cannot collect the goods for any reason, we cannot rearrange collection again, and the cost to return will be down to the customer.

Our returns policy is valid for 14 calendar days from the date of your order. Unfortunately, we are unable to offer a refund or exchange beyond the 14-day limit. Certain products are exempt from the returns policy and cannot be returned or exchanged in any circumstance (except for delivery damage or fault). These products include; any personalised or bespoke items, any products cut to customers required length or adapted to customer specification.

To be eligible for a return, your item must be unused and in the same condition that you received it (e.g. in a re-saleable state). It must also be in the original packaging or packaged in a similar way to arrival.

Late or missing refunds (if applicable)

If you haven’t yet received a refund, please first check your bank account or credit card statement.

Then contact your credit card company or bank. It may take some time before your refund is officially posted and visible in your account.

If you’ve done all this and you still have not received your refund, please contact us at [email protected].