How do I return my order?

Most products purchased online can be returned if they are unused, unopened, undamaged and in a fully resalable condition.

You must return or notify us that you wish to return your order within 30 days of delivery.

The return process depends on whether your product is stocked by Builder Depot or supplied Online Only / Direct from Supplier.

Do I need to contact you before returning an item?

If you are returning an eligible Builder Depot stocked product, you do not need to contact our Online Customer Service Team first.

You can return the item directly to our New Southgate Returns Counter or arrange your own courier or postal return.

If your product is Online Only or Direct from Supplier, please contact us before returning it, as a different returns process applies.

Returning a Builder Depot stocked product

Eligible Builder Depot stocked products can be returned either:

• In person to our New Southgate branch, or

• Using a courier or postal service arranged by you

  For unwanted goods, you are responsible for the cost and safe return of the products.

Returning an item to New Southgate

Take the goods to the Returns Counter, located next to the Trade Counter at our New Southgate branch.

Please bring your ORD or SHP Order Reference or invoice with you.

There is no need to contact our Online Customer Service Team before visiting for an eligible stocked-product return.

Return your item by courier or post

You can arrange your own courier or postal service to return the goods to our New Southgate branch.

Please:

• Complete and include our Online Return Form with your return.
• Include your invoice where available.
• Package the goods securely to prevent damage in transit.
• Use a tracked delivery service where possible and keep your proof of postage or collection.

For unwanted goods, you are responsible for the cost and safe return of the products.

Do I need a returns label or QR code?

No. For standard unwanted returns of Builder Depot stocked products, we do not provide a returns label or QR code.

If you're not returning the goods to New Southgate in person, you'll need to arrange your own courier or postal service and include the completed Online Return Form with the goods.

Do I need the original packaging?

Where possible, products should be returned in their original packaging.

Products must be unused, undamaged and in a fully resalable condition.

If you're returning the goods by courier or post, please package them securely to prevent damage during transit.

Returning an Online Only or Direct from Supplier product

Products supplied directly by a manufacturer or supplier must not be returned to a Builder Depot branch without contacting us first.

Please contact our Online Customer Service Team for the correct return instructions.

Depending on the supplier, you may be able to:

• Arrange a supplier collection, where available. A collection charge may apply and may be deducted from your refund.
• Arrange your own return to the supplier using the return address provided to you.

Return arrangements vary between suppliers, so please wait for the correct return instructions before sending the goods back.

What if my item is damaged, faulty or incorrect?

The process above is for unwanted returns.

If your item has arrived damaged, is faulty, is missing or you have received the wrong product, please don't arrange an unwanted return.

See What do I do if my item is damaged, missing or wrong? or contact our Online Customer Service Team so we can advise you of the appropriate next steps.

When will I receive my refund?

Once your return has been received, it will be inspected to ensure it meets our return requirements.

Eligible returns are processed within 14 days of the goods being received by us.

For information about receiving your money after the refund has been processed, see Where is my refund?

Are all products returnable?

No. Certain products cannot be returned unless they are faulty. This can include bespoke or specially ordered products, products with a limited shelf life and products that cannot be resold for hygiene, safety or other reasons.

For further information, see Why has my return request been denied?

You can also read our full Returns Policy for the terms and conditions that apply to returns.