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Returns and Cancellation Information

Cancellation Rights & Returns Policy

We hope you'll be pleased with your purchase. If you should change your mind and wish to return anything bought from us we'll be happy to refund or exchange goods you have purchased from us online within 14 days of delivery providing:

(a) If you are a Consumer under the Consumer Contracts Regulations and you cancel your order within 14 calendar days beginning with the day after receipt of the goods you will receive a refund including delivery charges less any charge made in accordance with paragraph (h) below.

(b) If you cancel your order you must return the goods to us at your own expense.

(c) You will be responsible for returning the goods to us at your own cost and proof of return or we can arrange collection which will be chargeable to the customer see section (h)

(d) You must notify us in writing if you need to return any goods before returning the goods. An example of the withdrawal form is as follow :-

Download RMA Form

(e) Your notice of cancellation should include details of your order and the order number and be sent to us either by post to Online Cancellations, Builder Depot Ltd, Station Road, New Southgate, London N11 1QJ or by email to

(f) You are under a duty to ensure that you take reasonable care of the goods until they have been returned.

(g) If the goods you return are not in a fully resalable condition we reserve the right to refuse a refund on the goods, or deduct up to 20% of the original selling price from the refund amount.

(h) The cost of return delivery, charged to the customer if we arrange for the collection of the returning goods.

(i) Refunds can only be made to the original card of purchase or paypal account.

(j) The following types of goods are excluded from your cancellation rights:

Goods made to your specifications or clearly personalised or which by reason of their nature cannot be returned.

(k) We do not offer refunds for:

  • Made to measure or bespoke products which have been made to your specifications or clearly personalised or which by reason of their nature cannot be returned.
  • Perishable goods.
  • Any product with a short shelf life or sell by date.
  • Specially obtained/ordered goods.
  • Boilers which have been opened.
  • Cementitious goods (eg. cement).
  • Plaster based products (eg. multi-finish).
  • Mixed paints/liquids
  • Chemicals/liquids which have been opened.
  • PIR insulation boards.
  • Toilet seats which have been opened due to hygiene purposes.
  • Sealed/sensitive electrical goods, if in sealed packages that have been opened, eg. circuit boards.
  • Goods that have been fitted/installed.
  • Any goods which have become mixed inseparably with other items/other orders after their delivery.

Due to the nature of these goods unless they are faulty, we're unable to offer a refund or exchange.

None of the above conditions affect your statutory rights when goods are faulty, or not as described.

Please view our terms & conditions for full details of our Cancellation Right & Returns Policy

Faulty/Damaged Products

In the unlikely event that goods supplied (including special order and made-to-measure items) are faulty or damaged, we will exchange the goods or provide you with a full refund including delivery charges. Notification of any defect or damage must be made in writing via email to within 7 days of the goods being delivered to you. We reserve the right to inspect all returned goods prior to agreeing to any part-refund, full refund or product exchange.

Your statutory rights when goods are faulty, or not as described are not affected.

Please see our terms & conditions of online sale for full details.

Refunds will only be made to the original card of purchase.

Please send all returns to:

    Builder Depot Ltd
    eCommerce Returns,
    Station Road,
    New Southgate,
    N11 1QJ