My Builders Merchant Returns Policy

Returns & Refunds

Here at My Builders Merchant we do our best to supply you with the highest quality goods at the best value for money to suit your exact specifications. We understand that on a rare occasion you may have a need to return or exchange the products that you have purchased from us. We recommend that you document all confirmation emails received from us and a copy of the invoice as proof of purchase.

Depending on weight, goods can be returned using Royal Mail, online booking with or any other service of your choice (you hold full responsibility for the products and the safe arrival of them in the case of a refund). When returning goods via these services you will need access to a printer, if it not possible to gain access to a printer contact us and we can generate a returns label and post it out to you. Please follow the instructions on the labels regarding re-packing items. If you need help and advice on returning goods please contact us. Goods are returned at the buyers expense and within the 30 day returns policy. (If My Builders Merchant are to generate the returns label the cost will be deducted from your refund)

Courier Collections

Courier Collections can be organised for a fee depending on the tem being returned, please contact us on 02880760427 to make arrangements.

Unwanted goods

If the goods you received do not meet your requirements or you have changed your mind you can return them to us for a refund or exchange. Unwanted goods must be returned at the buyers own cost with reasonable care taken to ensure they return undamaged.

Before returning any goods we require written confirmation (this can be an email) within 14 days of receipt, we will then notify you when we have cleared the cancellation. A phone call is not considered acceptable for cancellations and we will not accept any cancellations by phone call. Any free items or gifts included in the purchase must be returned with the goods in order to receive a refund. We must receive the goods undamaged and in a resalable condition before a refund is processed, please note that refunds will be processed as soon as possible within 30 days of the cancellation.

Damaged goods

We recommend that you inspect all goods on receipt and (if possible) refuse delivery if there is any noticeable damage. We require written confirmation of damaged, lost or missing goods (this can be an email) as soon as possible but no longer than 7 days of receipt. If the facility is available to you we recommend you send us a picture of the damage.

Due to the nature of some products they may arrive with scuffs and scratches from manufacturing/transit or storage. If these superficial marks do not affect the functionality of the product we will be unable to accept them as damaged goods, however, the goods may be returned at the customers own cost under the distance selling regulations and our terms and conditions.

Wrong/Incorrect Items Received 

In the unlikely event that you have received the wrong or short items we require that you contact us straight away in order for us to resolve the issue.

Distance Selling Regulations

Under the Distance Selling Regulations you have a 14 day ‘cooling off’ period in which you have the right to cancel your order for any item purchased on this website for a full refund. This does not apply to goods that have been made to your specification.

To cancel, you can email or write to us (see Contact us for details) within 14 calendar days from receipt of the goods. You must take reasonable care of the item ensuring that they are returned in the original packaging and in a resalable condition.
If you have any confusion or queries on this matter, please contact us for further details.

All orders placed at are subject to our Terms & Conditions. Please make sure you have read and understand them before placing an order with us.

Explanation of the terms used

Working days – Monday, Tuesday, Wednesday, Thursday and Friday. (excluding Public and Bank Holidays in Northern Ireland)
Written confirmation – an email or letter explaining you want to return the items you received, with the reason and all your contact details.
Goods – any products received by the consumer from