How do I cancel my online order?

If you need to cancel an online order, please contact our Online Customer Service Team as soon as possible.

Whether your order can be cancelled depends on how far it has progressed.

Whether we're able to cancel your order depends on how far it has progressed.

Submitting a cancellation request does not mean your order has been cancelled. Please wait until we've confirmed the cancellation before assuming the order has been stopped.

My order hasn't been picked or dispatched

If your order has not yet been picked or dispatched, we may be able to stop the order and issue a full refund.

Orders can progress through processing quickly, so please submit your cancellation request as soon as possible.

Even if your order has not been dispatched when you contact us, we cannot guarantee that it can be stopped before processing progresses.

My order has already been picked or dispatched

Once your order has been picked or dispatched, it can no longer be cancelled.

You can either:

• Refuse the goods when delivery is attempted, or
• Accept the delivery and follow our returns process afterwards.

Please be aware that charges may apply depending on the circumstances.

Can I cancel a Click & Collect order?

Yes. The same cancellation rules apply to Click & Collect orders.

If your order has not yet been picked, please contact our Online Customer Service Team as soon as possible and we can cancel it for a full refund.

Once the order has been picked, it can no longer be cancelled and the appropriate returns process will apply.

Can I cancel an Online Only or Direct from Supplier order?

The same cancellation rules apply to Online Only and Direct from Supplier orders.

Please contact us as soon as possible if you wish to cancel.

If the order has already been picked or dispatched, it can no longer be cancelled and you will need to follow the appropriate returns process.

Please wait for confirmation from us before assuming a Direct from Supplier order has been cancelled.

Can bespoke or made-to-measure products be cancelled?

No. Bespoke or made-to-measure products cannot be cancelled once the order has been placed.

Please check all product details, measurements and specifications carefully before placing an order for a bespoke or made-to-measure product.

Has my cancellation been confirmed?

Your order is only cancelled once Builder Depot has confirmed the cancellation.

Submitting a contact form, sending a message or speaking to us about cancellation does not by itself confirm that the order has been stopped.

Until you receive confirmation, the order may continue to be processed or dispatched.

How will I receive my refund?

Where we successfully cancel an eligible order before it has been picked or dispatched, a full refund will be issued.

For information about how long refunds take, see Where is my refund?