Who you are buying from
Items in the Piston Tribe shop are sold and shipped by Piston Tribe Ltd (company number 17075137), registered in England and Wales. These are our own products, not member listings.
Delivery
We deliver to the UK mainland, and orders usually arrive within 2–4 working days. Delivery costs are calculated at checkout, before you pay — you will always see the figure before you commit to anything.
We will confirm dispatch by email. If an item is going to take longer than that we will tell you rather than leave you wondering.
Returns
You have 28 days from the day your order arrives to return anything unused, in its original packaging, for a refund. That is longer than the law requires, and it is our own promise rather than a legal minimum.
To start a return, get in touch with your order number and tell us what you are sending back. Please do not send anything before speaking to us — we need to tell you where it is going.
Unless the item is faulty or we sent the wrong thing, the cost of returning it is yours. Refunds are made to the payment method you used, within 14 days of the item reaching us.
If something is faulty
If an item is faulty, damaged in transit, or not what was described, tell us and we pay the return postage. You can ask for a repair, a replacement or a refund.
Under the Consumer Rights Act 2015 you have 30 days from delivery to reject a faulty item outright and get your money back in full. That right is yours regardless of anything else on this page.
Cancelling an order
Under the Consumer Contracts Regulations 2013 you may cancel most online orders within 14 days of receiving them, for any reason at all, and return the goods within 14 days of telling us. Our 28-day returns promise above sits on top of that and does not replace it.
Some things cannot be cancelled this way — items made or personalised to your order, and sealed goods that are not suitable for return once opened.
Questions
Ask us anything before you buy. Contact the team and a person will answer.
Marketplace deals are different
Nothing on this page applies to a marketplace listing. Those are sold by one member to another. Piston Tribe is not the seller, does not hold the item, and does not set the terms of that sale — the money is held by Trustap until the buyer has the goods and has had a chance to check them.
That means there is no 28-day shop return on a member’s listing, because it was never our sale to take back. What you have instead is escrow: your money does not reach the seller until you have the item.
If something has gone wrong with a marketplace deal, open it in the Resolution Centre. That is the right route, and it is the only one that can reach the money.
