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Satisfaction Guarantee

Every item we sell comes with a 100% satisfaction guarantee.  If you get your item and you wish to return it for any reason, you may do so within seven days of your receipt of the package for a full refund or store credit of the purchase price, minus shipping charges, provided the item is returned to us unused.  Your satisfaction in our products is of utmost importance to us and we understand that sometimes a pipe just isn't quite what you were expecting.  In addition, we offer unique return policies on our estate pipes and select unsmoked brands we carry that allow you to smoke the pipe and return it for a partial refund if you don't like it.  Please see below for additional details!

Seven-Day "No Hassle" Returns Policy

Because pipes are so often something you have to "have in hand" to know if it works for you, very single item on our website can be returned within 7 days of receipt of package for a full refund or store credit of the purchase price, minus shipping charges. The item must be in unused, "as sent" condition and be returned with all sleeves, boxes and accessories that came with the item.  We'll also refund the shipping costs to you if the return is a result of our error (you received an incorrect or defective item).

30 Day "Try it out" Satisfaction Guarantee for select unsmoked brands

In addition, certain unsmoked brands which we buy directly from the manufacturer or distributor come with one of the best return policies in the business:  Smoke the pipe all you want for 30 days and if you don't like it, you can return the pipe for a store credit equal to 90% of the purchase price!  The pipe may be smoked but not abused; the use of a torch lighter, broken shanks or stems, bite-through, or burn marks on the rim (for examples) will void this return policy.  Currently, the brands which qualify for this incredible return policy are new-production Ashtons, Northern Briars, Radices, Rinaldos, Posellas, Ardors, Genods, Stanwells and Tinskys.  Because we occasionally get unsmoked examples of these brands (and others) from third-party sources, only those brands listed and only those coming direct from the manufacturer or distributor qualify for this special satisfaction guarantee.  Look at the bottom of the product description to see if a pipe qualifies for this unique return policy - it will be noted either in red or green!  

15 Day "Smoke and Return" Satisfaction Guarantee for estate pipes

Finally, many estate pipes (except for consignment items and certain rare pieces) valued at $129 or more can be returned, smoked, within 15 days for a store credit equal to the purchase price minus a $30 restoration and restocking fee.  For example, if a pipe cost $150, you would get a store credit for $120; if a pipe cost you $300, you would get a store credit for $270.  Just like the satisfaction guarantee listed above, the pipe may be smoked but not abused; the use of a torch lighter, broken shanks or stems, bite-through, or burn marks on the rim (for examples) will void this return policy.  Under no circumstances will the $30 fee be waived and we will not accept any pipe that has been "modified" or otherwise damaged outside of normal use.  Some exclusions apply (for example, if we do not own the pipe because it is on consignment) and the description will indicate if a particular pipe does not qualify for this special offer.  Look at the bottom of the product description to see if a pipe qualifies for this unique return policy - it will be noted either in red or green!  

How to return something 

If returning an unused item within a week for a refund, you should expect to receive your refund within three weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (3 to 6 business days), the time it takes us to process your return once we receive it (2 to 4 business days), and the time it takes your bank to process our refund request (2 to 7 business days).  If you're returning your item for a full store credit, your credit will be applied within 24 hours of receiving your return.

If returning a pipe that you've smoked (either one of our qualifying unsmoked brands or one of our qualifying estate pipes priced at $129 or more), the same basic principle applies, but since these returns qualify only for a store credit, a store credit will be issued to the customer for use on a future order.  There will be no expiration date with the store credit and it can be used on any product in the store except for the item that was returned.  

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

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