A return may be declined if it falls outside our returns policy, the product is not eligible for return, or the goods do not meet our return-condition requirements.
Below are some of the most common reasons a return may not be accepted.
The return is outside the 30-day return period
For eligible products, returns must be made within 30 days of delivery.
If your return is requested outside this period, we may be unable to accept the goods back.
The product is not in a resalable condition
Products being returned because they are no longer wanted must be unused, unopened and in a fully resalable condition, including the original packaging where applicable.
A return may be refused if the product or packaging has been used, installed, opened or damaged and can no longer be resold.
We may request photographs of the product and its packaging before authorising a return.
You are responsible for taking reasonable care of the goods until they are returned to us.
If your product arrived damaged or is faulty, this is different from returning an unwanted product. Please see What do I do if my item is damaged, missing or wrong?
The product is not eligible for return
Some products cannot be returned due to their nature, safety or hygiene requirements, or because they have been specially ordered or made for you.
Non-returnable products include:
- Made-to-measure, bespoke or personalised products
- Perishable products
- Products with a short shelf life or sell-by date
- Sand or products delivered in an open fashion
- Specially obtained or ordered goods
- Opened boilers or cylinders
- Cementitious products, such as cement
- Plaster-based products, such as Multi-Finish
- Mixed paints or liquids
- Chemicals or liquids that have been opened
- PIR insulation boards
- Toilet seats that have been opened, for hygiene reasons
- Sealed or sensitive electrical goods where the sealed packaging has been opened, such as circuit boards
- Goods that have been fitted or installed
- Goods that have become inseparably mixed with other items after delivery
- Blocks, including but not limited to Thermalite blocks
Unless the goods are faulty, products that are excluded from our standard returns policy cannot normally be returned for a refund.
How can I check whether a product is returnable?
Return information can be found on the relevant product page on the Builder Depot website.
Scroll to the product information and select Delivery & Returns to see the return conditions that apply to that product.
You can also read our full Returns Policy for further information.
What happens if I return an item using my own courier?
If you arrange your own courier to return goods to us, you are responsible for ensuring they reach us safely.
Builder Depot cannot accept responsibility for damage or loss that occurs while goods are being returned using a courier arranged by you.
We recommend using a tracked delivery service and retaining your proof of postage or collection
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