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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 purchased online from us we’ll be happy to refund or exchange the goods within 14 days of delivery, provided the return is made in accordance with the terms below:

(a) The goods you want to return must be unopened, unused and in a fully resalable condition.

(b) 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 section (g) below.

(c) If you cancel your order you must return the goods to us at your own expense. You will be responsible for returning the goods to us at your own cost and provide proof of return, or we can arrange collection which will be chargeable to the customer. Please see section (g) for further details.

(d) You must notify us in writing before returning the goods. We reserve the right to refuse delivery of goods returned to us by courier without prior notification.

(e) Your notice of cancellation should include your order number, contact information and details of the goods being returned. Notification must be sent to us either by post to Online Cancellations, Builder Depot Ltd, Station Road, New Southgate, London, N11 1QJ or by email to cancellations@builderdepot.co.uk. A copy of the Online Returns Form can be viewed and downloaded below:

Download RMA Form

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

(g) The cost of return delivery is passed on to the customer in accordance with the Terms and Conditions of Online Sale. The minimum fee for collection is £30.00 incl. VAT. The value of the collection fee will depend on the nature of the goods as well as the collection location.

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

(i) Goods made to your specifications, clearly personalised or which by reason of their nature cannot be returned. We do not offer refunds for:

  • Made to measure or bespoke/personalised products.
  • 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.

Faulty/Damaged Products

In the unlikely event that goods supplied (including special order and made-to-measure items) are faulty or damaged, we will repair/exchange the goods or provide you with a full refund including delivery charges. Notification of any defect or damage must be made in writing with a photo of the damage and/or full description of the issue via email to cancellations@builderdepot.co.uk within 7 days (Sun - Sat) or 5 working 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,

London,

N11 1QJ