I was delivered the wrong product for my online order. When can the correct product be sent?

If you have received an incorrect product and you believe it is our mistake, you must email the Online Customer Support Team at orders@builderdepot.co.uk on the day of delivery with a picture of the wrong product you have received.

Our Online Customer Support Team will always ask for a picture. This is so that your picture can be shown to the dispatch department or suppliers to prove that the wrong product has been picked and sent, and to arrange adequate collection facilities.

Sending photographic evidence of the incorrectly delivered product(s) dispels any doubt and allows us to provide a swift resolution.

Once this has been investigated, we will raise a collection for the incorrect product and arrange re-delivery of the correct product, free of charge. Our Online Customer Support Team will keep you up to date with collection and re-delivery dates. Usually, this will be on the same day but may not be at the same time depending on the delivery company.

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