In the unlikely event that a delivered product is faulty, we will exchange the product or provide you with a full refund. Notification of any defects must be made within 48 hours of the product being delivered to you by either phone or email. We reserve the right to inspect all returned products prior to agreeing to any part-refund, full refund, or product exchange.
In the unlikely event that products (including special order and made-to-measure items) are delivered damaged, we will exchange the product or provide you with a full refund. Notification of any damage must be made within 48 hours of the product being delivered to you by phone or email. We reserve the right to inspect all returned products prior to agreeing to any part-refund, full refund, or product exchange.
Cancellation of Orders
You must advise of us of any order you wish to cancel in writing by email. Orders cancelled after 48hrs of the order been placed may be charged a cancellation fee, please ask before cancelling any orders. Cancellation of orders out for delivery but yet to be delivered will incur a return and restocking charge. This charge will depend on location and products to be returned. Some special made to order products may incur a cancellation fee. Please contact us immediately if you want to cancel an order.
Orders that are refused at the point of delivery will be will incur a return and restocking charge. This charge will depend on location and products to be returned. Vehicles that cannot gain access to the delivery address may be charged a missed delivery charge and or return/restocking charges. Please advise of any vehicle access issues at the point of ordering.
In the event that you wish to return a product that is no longer required, we will provide you with a refund less a restocking charge (if applicable) and excluding any delivery charges, provided we are advised of the proposed return within 14 days of the product being delivered to you. Any restocking charge will depend on location and type of product to be returned. We will agree any return & restocking charge in writing. Products no longer required must be unopened, unused and in a resalable condition to qualify for a full refund. Please note that, once opened and or used, products cannot be returned to us unless the product is faulty or damaged and reported to us in 48 hours of delivery been made. Some special made to order products may be no returnable. Please check before ordering. Items which are perishable and have a manufacturer described use by date. PLEASE NOTE: ANY PRODUCT ON OUR WEBSITE THAT IS PACKAGED IN EITHER A BAG OR A BOTTLE SHOULD BE CONSIDERED PERISHABLE AND THEREFORE NOT RETURNABLE.
We may require the collection/return of the products within 10 days of the refund or refund request being made. To arrange for the product(s) to be collected, send an e-mail to firstname.lastname@example.org with your order number and details of the product to be returned. Collection of orders that are refused at the collection address will incur a missed collection charge of £150.00. Vehicles that cannot gain access to the collection address may be charged a missed collection charge and or return/restocking charges. Please advise of any vehicle access issues in advance. Collections will only be collected from the original delivery address.
We will charge 30 % of the value of any order to be returned plus £150.00 carriage charge.
Your refund will be processed within 14 days. Refunds will only be made to the account used to make the purchase.
No returns, collections or refunds will be processed unless agreed with Builders Merchant Direct in writing. Please see terms & conditions for further information.