The Piperack is committed to one guiding principle: Integrity. Integrity means that we follow a strict code of business ethics in our dealings with our customers and suppliers. We are bound by this code to be fair, honest, and equitable. It assures those we deal with that there is no difference between what we say and what we do.

What does this mean for you, our customer? It means that all policies will be written down for our customers to see. It means that we will treat all customers fairly and equally, no matter if they buy one $30 item or spend thousands per month. It means that we will not play favourites, nor will we extend any favouritism in exchange for praise in public forums. It means that we will treat customers with respect, even when they do not return the favour. It means that in everything we do, we will try to hold ourselves to a higher standard than expected, and failing that, will rectify the problem to the best of our abilities.

It also means that we will stand by our products and service. Because of our commitment to your satisfaction, we offer a 100% Satisfaction Guarantee on every item we sell. This allows you one week to examine your purchase and return it, unsmoked, for a full refund.

For more information, please see our Return Policies and Guarantees page.