I need to return an item, how do I do this?
Returning an item to Pinewrap® is a simple process. Simply log into Your Account and follow the on screen instructions.

How long will it take for my return to be processed?
Our aim is to process your return on the same day we receive the item in our warehouse. The maximum length of time it may take will be 14 working days. You will receive confirmation emails when your Return has been processed. For an updated status of your Return click here

I have tried to raise a return request but your system tells me that I have to call someone else. Why is this?
In certain cases, specific products require specialised attention. To ensure that customers receive the best possible support on their products, we may need to speak to you directly which will invariably be dealt with a lot quicker. To return a product, please first read though the following terms and conditions, then follow our returns online procedure.

Returns Policy
We know that you will be pleased with your purchases from Pinewrap®.com. However, there may be occasions when you will need to return items to us.

Items Damaged in Transit
If any items were damaged in transit, we ask that you take the relevant photographic evidence and report it to us within 7 working days (please note that this is 48 hours for our business customers). If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.

Items Faulty on Arrival
If your items are faulty on arrival, we ask that you take the relevant photographic evidence and report it to us within 28 calendar days in which to inform us of the fault (please note that for our business customers, this is 14 calendar days). Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs which are limited to a maximum of £ 25.00. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.

If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 10 days of receipt. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received at Pinewrap®, we'll issue a full refund ( less any applicable carriage charges ) for the product to your original payment method. Please note this policy has some limitations and does not apply to business customers (The Distance Selling Regulations do not apply to at-work customers or our Business customers)

A Grade Items
Please note that our A Grade stock is reconditioned and therefore sold-as-seen so any claims after receipt will not be accepted. Grade A items are excluded from the Distance Selling Regulations and our Returns Policy.

Need to return an item?
You can request a return using our easy to use, online returns system which is accessed via your account. In addition to this policy you should also refer to our general Terms and Conditions of Sale.

Returns Frequently Asked Questions (FAQ)


I have tried to raise a request but your system tells me that I have to call someone else. Why is this?
A. In certain cases, specific products require specialised attention. To ensure that customers receive the best possible support on their products, we may need to speak to you directly which will invariably be dealt with a lot quicker.

I raised a request to return 2 items. When I checked the status the RMA had been re-opened and it mentioned something about removing an item before the request could be accepted. What does this mean?
A. Depending on circumstances it will not always be possible for Pinewrap® to accept your returns request. If this happens then detailed notes will inform you of the reason and what you should do. Generally you will have to remove that item from your request and resubmit as it is not possible for us to accept part of your request

What is the best way for me to return my items to you?
A. We always advise our customers to use some form of delivery that requires a signature on delivery. The majority of items are returned to us using Royal Mail Special or Recorded Delivery. We will not be responsible for items returned that do not provide a Proof / Signature of Delivery to us.

I sent my item back to you but I didn't put the Returns number on the outside of the package as you requested, will this cause a problem processing my return?
A. If there is no Returns Merchandise Authorisation number ("RMA") on the outside of the package then there is a good chance that this will lead to delays of up to 30 days in processing your return. To avoid this delay, we recommend that if you wish to return goods you first obtain a RMA number by selecting ‘Returns’ from the ‘Account’ menu and following the instructions. It may be prudent of you to also include the consignment number to your RMA in the ‘Returns’ section.

Am I able to use returns online to report other problems or issues that I am currently having?
A. The Returns section is designed for RMA requests only. Any other queries will be deleted.

I have received an incorrect item, what should I do?
A. You should raise an RMA using the Returns online system and return the item to us using a traceable and insured delivery agent (e.g. Recorded Delivery or Special Delivery via Royal Mail), please enclose a proof of postage receipt and we will fully reimburse you for the cost of the returning the item(s) back to us on the understanding that the item(s) has been supplied incorrectly. Alternatively you can request that we collect the item from you using our courier, either add a note to the fault report when raising the RMA, if we find the item(s) have been supplied correctly a charge may be incurred for the collection.