~ Information ~

Return Policy

Last updated: May 2025

The Short Version

We accept returns on most items within 30 days of delivery, provided they are unused and in original condition. Tobacco products, opened tins, and pipes that have been smoked cannot be returned, for obvious reasons. If anything arrives damaged or not as described, we will make it right immediately, no questions asked.

What Can Be Returned

The following items are eligible for return within 30 days of delivery:

Pipes (new): Unsmoked, in original condition with all original packaging.
Accessories: Unused pipe tools, cleaners, stands, cutters, humidors, and similar items in original condition.
Leather goods: Unused, with no signs of wear or use, in original packaging.
Gift sets: Unopened, with all original contents present.
Lighters: Unfilled and unused, in original condition.

Items must be returned in the same condition in which they were received. We cannot accept returns on items that show signs of use, damage caused after delivery, or incomplete returns (missing parts, manuals, or packaging).

What Cannot Be Returned

For health, safety, and regulatory reasons, the following items are non-returnable under all circumstances:

All pipe tobacco: Including opened and unopened tins. Tobacco products cannot be returned or exchanged once the transaction is complete.
All cigars: Once cigars leave our humidity-controlled storage, we cannot guarantee their condition upon return. No exceptions.
All vaping products and e-liquids: For health and safety reasons, these are non-returnable once shipped.
Pipes that have been smoked: Estate pipes and new pipes that show evidence of having been smoked cannot be returned. If you are uncertain whether a pipe is right for you, please contact us before purchasing — we are happy to advise.
Personalised or custom items: Including engraved items and made-to-order leather goods, unless they arrive defective or not as described.
Sale & Clearance items: All clearance sales are final.

How to Initiate a Return

To initiate a return, please follow these steps:

Email us at returns@faridunhill.com or use our contact form, providing your order number, the item(s) you wish to return, and the reason for the return. Do not ship anything back until you have received a Return Merchandise Authorisation (RMA) number from us.

Receive your RMA

We will respond within one business day with your RMA number and the return shipping address. Include the RMA number on your return package — packages without an RMA number may be delayed or refused.

Package the item carefully

Use the original packaging where possible. Pipes should be wrapped to prevent movement and damage in transit. We are not responsible for items damaged during return shipping due to inadequate packaging.

Ship it back

You are responsible for return shipping costs unless the return is due to our error (wrong item shipped, item not as described, or defective product). We recommend using a trackable shipping method; we are not responsible for return packages that are lost in transit.

Receive your refund

Once we receive and inspect the return, we will process your refund within 3–5 business days. Refunds are issued to the original payment method. You will receive a confirmation email when the refund is processed.

Damaged or Incorrect Items

If your order arrives damaged or we sent you the wrong item, we will correct it immediately at no cost to you. Please photograph the item and packaging, then contact us within 48 hours of delivery. We will arrange free return shipping and either reship the correct item or issue a full refund, whichever you prefer.

For estate pipes specifically: every estate pipe is described in detail and photographed carefully before listing. If the pipe arrives in substantially different condition than described, contact us within 5 days and we will make it right.

Questions?

We are always happy to help. Our head tobacconist personally reviews every return enquiry.