Returns and Refunds

Last Updated: November 26, 2025

At PIP Hardware, operated by PIP Global Distribution LLC, we strive to ensure your satisfaction with every purchase. This Returns and Refunds Policy outlines the process and conditions for returning items purchased through https://piphardware.com/ (the “Site”). Please review this policy carefully before initiating a return.

What is the Return Policy?

You have 30 days from the date of receipt to return an item if it does not meet your expectations. We offer a refund for eligible items, provided they are returned in their original, unused condition—undamaged, unsoiled, unwashed, unaltered, unworn, and with all original tags and packaging intact.

Return Eligibility Criteria:

  • Items must be returned within 30 days of receiving your original order. Certain products are non-returnable unless defective, including:
    • Items unsealed after delivery for hygiene or health reasons (e.g., cosmetics).
    • Perishable goods or items with expiration dates (e.g., food).
    • Sealed audio/video recordings or software unsealed by you.
    • Customized or personalized products (e.g., custom boots, jerseys, gloves, or skis with mounted bindings).
    • Items inseparably mixed with other products after delivery.
  • All items must be returned unworn, in their original condition, with tags and packaging (e.g., shoes must include the original shoe box). Do not attach labels or tape directly to the item’s packaging.
  • Items returned in an unsuitable condition may be sent back to you at our discretion.
  • You must initiate the return process through the “My Account” section of the Site.
  • Items remain your responsibility until they reach our warehouse. Ensure proper packaging to prevent damage in transit and retain proof of postage. Our returns address is: PIP Hardware, 227 E 3rd St, New York, NY 10009-7524, USA.

How Do I Return an Item?

To ensure a smooth return process, follow these steps:

Step 1. Log into My Account: Sign in using your email and password, navigate to My Orders, select the order, choose a return reason, and follow the instructions to print your return label.

Step 2. Prepare Your Parcel: Package the item(s) in their original, unused condition with all tags and packaging. Use new external packaging to avoid attaching labels or tape to the original product packaging.

Step 3. Send Your Parcel: Affix the return label to the package and ship it to the address provided on the label.

Step 4. Receive Your Refund: You’ll receive an email confirmation when your return is received and processed. Refunds are issued to your original payment method within 15 business days (excluding weekends and holidays) from the date we receive your return.

Note: Exchanges are not directly supported. To receive a different size, color, or item, please return the original product and place a new order.

What If I Receive a Defective, Damaged, or Incorrect Item?

If an item arrives defective, damaged, or incorrect, please follow this process:

Step 1. Log into My Account: Sign in, go to My Orders, and select the affected order.

Step 2. Identify the Issue: Choose the defective, damaged, or incorrect item(s) and select the appropriate return reason.

Step 3. Provide Details: Submit a brief description of the issue and at least one photo showing the defect or discrepancy. For damaged deliveries signed upon receipt, provide within 4 days:

  • A photo of the damaged item.
  • A photo of the parcel, label, and visible damage.

Step 4. Processing: We’ll review your request promptly upon receiving all required information. We do not accept claims for:

  • Damage due to misuse or intense use.
  • Issues from perspiration or color transfer (e.g., jeans staining socks).
  • Damage from external factors (e.g., friction, sharp objects, chemicals).
  • Physical discomfort (e.g., blisters).

How Do I Get My Refund?

Refunds are processed within 3 to 7 business days of receiving your return and are issued to the original payment method:

  • Debit/Credit Card: Refunded to the linked bank account.
  • PayPal: Refunded to your PayPal account, typically within 48 hours of our confirmation email.

Note: For gifted items, refunds are issued to the original purchaser. Shipping costs and related fees are non-refundable unless the return is due to damage, defect, or an incorrect item.

How Do I Exchange an Item?

To exchange an item (e.g., for a different size or product), return the original item per this policy and place a new order on the Site. You are responsible for shipping costs on the new order.

Who Pays the Return Fees?

If returning due to personal preference (e.g., fit or style), you cover the return shipping costs. For defective, damaged, or incorrect items, PIP Global Distribution LLC will provide a prepaid return label at no cost to you. Generate your return label via My Account.

What is the Warranty Policy?

Products are covered by the manufacturer’s warranty only. No additional warranties are offered by PIP Global Distribution LLC, express or implied. For warranty claims, contact the manufacturer’s authorized service center using information provided with the product or available directly from the manufacturer.

What Should I Do If My Package is Damaged or Items Are Missing?

Upon delivery, inspect your package for damage, loss, or tampering. If the package is compromised (e.g., security seal broken) or contents are damaged/missing, refuse the delivery and immediately contact customer service at [email protected]. For high-value items, we recommend recording a video while opening the package as evidence for claims.

Claims require submission within 72 hours of delivery via My Account > Order > Contact > “I have checked the tracking and I have a problem with the delivery of my order.” Include:

  • Photos or video of the damaged package/items.
  • A copy of any driver report (if applicable).
  • Proof of value (e.g., invoice or receipt).

Claims lacking sufficient evidence or submitted after 72 hours may be rejected.

What If Tracking Shows Delivered, But I Don’t Have My Package?

If tracking indicates delivery but you cannot locate your package:

  • Check safe locations (e.g., porch, garage, mailbox) or with neighbors/residents.
  • Review delivery notices for alternate drop-off details (e.g., neighbor, leasing office).
  • Contact the shipping carrier for confirmation using their internal systems.
  • If suspected stolen, file a police report and send us a copy to initiate a claim.

Submit a claim via My Account > Order > Contact > “I have revised the tracking and I have a problem with the shipment of my order.”

Contact Us

For assistance with returns or this policy, reach us at:

[email protected]
(410) 928-1221
PIP Global Distribution LLC,227 E 3rd St,New York,NY10009-7524,United States of America