Returns Policy

Faulty Products and Products delivered damaged

Your rights

In the unlikely event that a Product is faulty, not as described or delivered damaged, your rights are set out in our Terms of Trading policy. If you’re ordering Products from us as a consumer rather than in the course of your business, you may have additional legal rights and nothing in these Terms or our Group Sales Terms will affect these rights.

Please contact us if there’s an issue

If there are any issues with the Products you’ve ordered, please contact us straightaway so we can help. You can call us on 01202 573389 Please have your order number to hand as well as details of the affected Product(s). If we offer you a refund, this will be credited to the card or account used to purchase the affected Product(s).

Consumer Cancellation Right

If you’re ordering Products from us as a consumer, you have a statutory right to cancel any online or telephone orders (this excludes items that are bespoke or specially ordered for one off use) and receive a full refund, including standard delivery charges. This is your Consumer Cancellation Right and it applies in addition to any other rights set out under these Terms and our Group Sale Terms.

How to exercise your Consumer Cancellation Right

To exercise your Consumer Cancellation Right, you must contact us at any time before the Products are dispatched or within 14 days of delivery, starting on the day after your delivery is made. If your order is delivered in multiple shipments, the 14 day period starts the day after the last instalment is delivered. If we receive your cancellation notice outside these timeframes, your Consumer Cancellation Right will not apply. Please also note that if you exercise your Consumer Cancellation Right after the Products have been delivered, you’ll be responsible for returning the Products to us at your own cost and within 14 days of cancelling your order.

How to return Products that have already been delivered to you when you’ve exercised your Consumer Cancellation Right

You can return any Products to your nearest Builders Merchants branch, along with proof of purchase. Or, you can arrange for us to collect the Products by calling us on 01202 573389, with your order number and details of the Products you want to return. We’ll then arrange for the Products to be collected by our nominated carrier. Please note that our minimum charge for this collection service is 15% of the order value and may be more depending on your location and Product type.

Your refund when you exercise your Consumer Cancellation Right

We’ll refund your returned Products as soon as possible and no later than 14 days after receiving them back. The refund will be made to the debit or credit card you used to pay for the Products. Please note that we have the right to reduce the amount of your refund to reflect any decrease in the Products’ value that has resulted from the manner in which you’ve handled them.

Other cancellations/returns

Unless you have a consumer cancellation right or faulty/defective product any cancellations/returns and refunds are at our discretion. To enquire about cancellations and returns, please call 01202 573389 with your order number, postcode and phone number. If we do accept a return of the Products, they must be returned in their original condition within 30 days of the date of delivery to you. You’ll be responsible for returning the Products to us at your own cost and we may deduct a restocking charge from the amount of your refund.