Why has my return request been denied?

There are a few reasons why your return request can be denied. Please see below:

1. You requested to return your order after the 30-day period.

We can only accept returns if they have been returned within 30 days from the date of delivery.

2. The item is damaged.

We cannot accept the item if it is showing any signs of damage on the product or the packaging. The goods being returned must be unopened, unused and in a fully resalable condition. Please note that we do request photos of products and packaging being returned. 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. Should any damages, losses or issues incur with external couriers used to send items back to us, this would fall to the liability of the customer returning the items.


3. The item you are trying to return is not eligible to return.

  • We have a few products that are not eligible for return due to the nature of the product. As we sell building products, there are some products that we cannot accept back in accordance with health and safety regulations.

  • Personalised products (For example, Heritage and Cuprinol mixed paints) cannot be returned due to being made to your specifications.

  • Products containing cement, plaster and perishable goods.

Where can I check if the product I want to return is eligible to return?

You can check the information provided on our website, under the product information and then delivery & returns section. You just need to scroll down the page to the description of the product and click on Delivery & Returns.




Please find here the list of items 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.

  • Sand or products delivered in an open fashion.

  • Specially obtained/ordered goods.

  • Boilers/Cylinders 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.

  • Blocks, including but not limited to Thermalite blocks.


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

If the request is outside our return conditions, we are not able to accept the return back. Please check our Returns policy here.

Please contact our Customer Care Team by clicking Contact Us, and we will assist you with your request.

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