Refund policy

Returns and Refunds Policy

If you wish to initiate a return or refund, please contact us straight away. Email: support@diybuildingsupplies.co.uk Telephone: 0115 6976 800 (during the Seller's opening hours)

Right to Cancel (Change of Mind)

• Notification Period: As a Customer purchasing online, the Customer has a statutory right to cancel the Customer's order for any reason within 14 calendar days from the day after the Customer (or a person identified by the Customer) receives the last item of the Customer's order.
• How to Cancel: To exercise the Customer's right to cancel, they must clearly inform the us of the decision within this 14-day period by email or telephone, giving the order number and clear information about the Products for return and reasons for doing so
• Return Period: Once the Customer has notified the Seller of the Customer's cancellation, the Customer then has a further 14 calendar days to ensure the goods are returned safely to the Supplier.
• Cost of Return: Unless the goods are faulty, damaged, or incorrect, the Customer is responsible for the direct cost of returning the goods to the Supplier. Please consider postage and shipping times when returning goods to ensure they reach the Supplier within the 14-day return period by the method outlined by DIY Building Supplies Limited. DIY Building Supplies Limited is not liable for postage, shipping, or taxes due on returned goods. However, we will assist the Customer in returning the goods via the Supplier where possible.
• Refund of Delivery Costs: Upon a valid cancellation, we will refund the cost of the Products and the standard delivery charge the Customer paid for the original delivery minus any charges incurred as outlined below.

Exclusions from the Right to Cancel

Please note that the 14-day "change of mind" right to cancel under the Consumer Contracts Regulations 2013 does not apply to certain types of Products, including:

• Products that are made to the Customer's specific order, personalised, or clearly customised to the Customer's requirements (e.g., timber cut to specific lengths, materials cut to size, bespoke manufactured items).
• Products that are perishable or have a short shelf-life, such as, but not limited to, plaster, cement, and bulk bags.
• Products that become inseparably mixed with other items after delivery (e.g., certain aggregates once applied).

For such excluded Products, returns or exchanges will only be accepted if the Product is faulty, damaged, or not as described.

Condition of Returned Goods and Deductions

• Condition: All returned goods (under the change of mind policy) must be returned in perfect, unused, and resalable condition, in their original packaging (if applicable), and accompanied by the relevant order confirmation.
• Deductions for Diminished Value: A deduction may be made from the Customer's refund if the value of the goods has been reduced as a result of unnecessary handling by the Customer (i.e., handling them more than would be necessary to establish their nature, characteristics, and functioning, as the Customer would reasonably do in a shop). For building materials, this may include, but is not limited to, signs of use, damage, cutting, alteration, exposure to adverse weather, or removal from original packaging in a way that prevents resale.
• Restocking Charges: For certain Products that are returned under a "change of mind" policy and require special handling or cannot be easily re-sold, a manufacturer’s restocking charge may apply. This charge, which may be up to 30% of the purchase price, will be deducted from the Customer's refund. The Customer will be notified of this amount when the Customer requests a refund or exchange. This charge reflects the diminished value and specific costs associated with handling such returns.

Faulty, Damaged, or Incorrect Goods

• Customer's Rights: The Customer's statutory rights under the Consumer Rights Act 2015 state that goods must be of satisfactory quality, fit for purpose, and as described.
• Reporting Issues: If the Customer receives goods that are faulty, damaged, or incorrect, this falls under the Seller's "Product Inspection, Damages, and Acceptance of Quality" policy detailed in Section 7. The Customer must report these issues within the inspection period to be eligible for a replacement or refund.
• Resolution: For valid claims, DIY Building Supplies Limited will work to provide a replacement, repair, or refund in accordance with the Customer's statutory rights and the Seller's policies. In such cases, DIY Building Supplies Limited will arrange and cover the cost of collection or return of the faulty, damaged, or incorrect goods.

Refund Processing

Refunds will be processed promptly once the returned goods have been received and inspected by the Supplier, or once proof of return has been provided. Refunds will be processed on the same day as approval but may take 2-3 business days for the Customer's bank to return the funds to the Customer's account.

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