Where is my refund?

The time it takes to receive your refund depends on whether your refund has already been processed and, for returned goods, whether the items have been received and inspected.

Once Builder Depot processes a refund, we'll send you an email confirming the credit.

My refund has been processed

Once your refund has been processed, you'll receive an email confirming the credit.

The refund will be returned to the original payment method used for the order.

Please allow 2–7 working days from the date the refund was processed for the funds to appear in your account.

The exact time will depend on your bank or payment provider.

If you're still within this timeframe, you do not need to contact us.

I've returned my order

If you've returned products to us, the goods will need to be received and inspected before your return can be completed.

Returns are processed within 14 days of the goods being received by us, subject to the items meeting our return requirements.

Once your refund has been processed, you'll receive confirmation by email.

For information about returning an order, see How do I return my order?

I cancelled my order

Requesting a cancellation does not mean that your order has been cancelled immediately.

Your cancellation needs to be confirmed before the refund can be processed.

Once your cancellation has been confirmed and the refund processed, you'll receive an email confirming the credit. The refund will be returned to the original payment method.

My item was unavailable or out of stock

If we're unable to supply an item you've paid for, we'll notify you and arrange a refund where applicable.

Once the refund has been processed, you'll receive an email confirming the credit.

Please then allow 2–7 working days for the funds to appear in your account.

It's been more than 7 working days since my refund was processed

If you have received confirmation that your refund has been processed but the funds have not appeared in your account after 7 working days, please contact our Online Customer Service Team.

Please have your order number (beginning ORD) ready so we can check the refund for you.