Returns and refunds

Changed your mind

If you're buying as a consumer, you can cancel most orders up to 14 days after delivery. Tell us within that time, and we'll arrange collection or agree how you'll send the goods back.

• Goods need to be unused, in the condition they arrived in, and in their original packaging where they had any.
• We'll tell you the cost of collection before you agree to it. Building materials are heavy, so collection is usually charged at cost.
• Your refund is paid to the card you used, within 14 days of us getting the goods back.

What can't be returned

• Anything cut, mixed or made to your order, such as timber cut to length.
• Special orders we bought in just for you.
• Bagged products that have been opened, got wet or passed their use-by date, such as cement and plaster.
• Loose materials once tipped, such as sand and gravel out of the bag.

Damaged, faulty or wrong items

Check your delivery when it arrives. If anything is damaged, faulty or not what you ordered, tell us within 2 working days with your order reference and a photo. We'll replace it or refund it, including any delivery charge for that item, and we'll collect the faulty one at our cost.

Missed or refused deliveries

If nobody is on site to accept the delivery, or the vehicle can't get in safely, we may need to charge for bringing it again. Tell us about tight access when you order and we'll send the right vehicle.

Trade and business orders

The 14-day right to cancel is for consumers. For trade orders we'll take back unused stock items where we can. A handling and collection charge may apply, and we'll tell you the amount before you agree.

Your legal rights

Nothing on this page takes away the rights you have in law, including under the Consumer Rights Act 2015.