Why has my return request been denied?

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

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.

The item is damaged

We cannot accept the item if it shows any signs of damage to 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 prior to them 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 for the goods.

Builder Depot can not be held liable for any damages, issues or losses that occur with external couriers used to send items back to us. We recommend using a tracked delivery service to return items.

The item you are trying to return is not eligible for 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 such as;

• 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

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 the delivery & returns section. You just need to scroll down the page to the description of the product and click on Delivery & Returns.

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.