How do I return my order?

Most items ordered online are eligible for return if they are unopened, unused, undamaged, and in fully resalable condition. All returns must be notified within 30 days of delivery and follow our returns process.

Step 1: Notify Us

• To start a return, head to our website and click Contact Us and select “Order Related” in the drop-down menu.
• Include in your message:
  • Your order number
  • An image of the product(s)
  • The reason for return
  • Confirmation that the product(s) are unopened and in resalable condition
• Our Online Customer Care Team will then provide you with return instructions.

Step 2: Returning Your Items

You are responsible for returning unwanted items to us, either by courier/Royal Mail or in person. We do not offer a collection service (except in some supplier cases, see below).

• Stocked items: Must be returned to our New Southgate Branch.
  • If returning in person, go to the Returns Counter, located next to the Trade Counter.
  • If returning by courier/Royal Mail:
    • Address the parcel to our New Southgate Branch.
    • Enclose both your Invoice and the Online Return Form.
    • We strongly recommend a tracked and signed-for service, as we are not responsible for lost or damaged returns.
• Online Only or Direct from Supplier items: These cannot be returned to our branch.
  • Contact Customer Services for return instructions.
  • Some suppliers may arrange a collection service (fees apply, deducted from your refund).
  • Alternatively, we can provide the supplier’s return address for you to arrange your own courier.

Step 3: Refunds

• Once your return is received and inspected, we will process your refund within 14 days.
• If a supplier collection fee applies, this will be deducted from your refund.
• Refunds will only be issued if the items are in fully resalable condition.

Non-Returnable Items

Certain products cannot be returned or exchanged (unless faulty) due to their nature. These include:

• Made-to-measure, bespoke, or personalised items
• Perishable goods or items with a short shelf life
• Sand or products supplied in open fashion
• Specially ordered/obtained goods
• Boilers or cylinders that have been opened
• Cementitious goods (e.g. cement)
• Plaster-based products (e.g. multi-finish)
• Mixed paints or liquids
• Chemicals/liquids that have been opened
• PIR insulation boards
• Toilet seats that have been opened (for hygiene reasons)
• Sealed/sensitive electrical goods that have been opened (e.g. circuit boards)
• Goods that have been fitted/installed
• Goods inseparably mixed with other items after delivery
• Blocks (including Thermalite blocks)

Important Notes

• Returns must be made within 30 days of delivery.
• Customers are responsible for all return costs.
• Builder Depot is not liable for returns that are lost or damaged in transit.
• We can only accept returns of products we stock in the New Southgate Branch.