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We're sorry you are looking to return your product! 

To return a product please follow the below steps:

1. Contact [email protected]  and give your order number, reason for returning your product and if you would like to return this yourself to the nearest depot or if you would like us to collect the items for you.

2. Carefully pack the items in protective bubble wrap, or similarly suitable packaging. Please do not use the product box as outer packaging and note that we will deduct the cost of any items returned damaged from any amount refunded to you.

3. The address of return will depend on what part of the UK the goods have been delivered to. This will be given to the customer once the customer informs Building Supplies Online of the returns and quotes the purchase order number.

When returning goods (except when goods are faulty or damaged), the customer will carry the cost of restocking the goods. The restocking charge will be calculated on a job by job basis. The customer will be subject to a collection charge where applicable. In the unlikely event that any goods are damaged on arrival please notify us immediately via email to [email protected] and no later than 24 hours after the goods have been delivered. Failure to do this may result in the damaged goods not being exchanged for replacements.

Please note that, once opened and or used, products cannot be returned to us unless the product is faulty or damaged. Any item that has to be ordered in specifically from a manufacturer cannot be cancelled or returned once ordered in and delivered to the closest distribution point unless faulty or damaged. Any item that is delivered direct from a manufacturer cannot be returned unless faulty or damaged. For any item incorrectly ordered by a customer and delivered to site, the customer will cover the full cost of its delivery and return. If any item, that has been ordered in specifically from a manufacturer is refused on delivery, the customer will cover the full cost of this material unless damaged or faulty. To help us process an exchange, refund or credit note when returning goods, we would be grateful if you could supply details of your order number, name, date of order. If you wish for Building Supplies Online to collect your returns, you may be charged a collection and restocking charge unless goods are damaged or faulty.

We highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post.

In addition to our returns policy under the distance selling regulations you have the legal right to cancel your order within seven working days from the date of receipt of the merchandise if you send us a notice of cancellation in writing and return the merchandise to us in their original, unopened and unused condition. You must contact us by email before returning an item. Please note that if the item has already been shipped from our warehouse a restocking charge will apply. Your statutory rights are not affected. A full refund may be provided where incorrect, broken or damaged goods have been provided. Any orders cancelled outside of the first 2 hours of being placed may be be subject to a cancellation fee. All orders are processed within this time frame once placed online or over the phone and this is a none refundable fee due to procedures in place to process your order in a speedy manor.

Refunds are processed in batches, depending on date and time of order cancellation or amendment. Please allow 7 working days for your refund to be approved and processed correctly. A further 5 working days needs to be allowed for the refund to appear back on your statement. If you do not see your refund back on your statement within this 5 day period after your refund has been processed please contact our sales office. Some banks / credit cards companies process transactions slower than others so allowing this time frame will ensure enough time for most banks to refresh their transactions.

Please read our terms & conditions.