Refund and Returns Policy

We hope you will be pleased with your purchase. If you should change your mind and wish to return anything purchased online from us, we will be happy to refund or exchange the goods within 14 days of delivery, provided the return is made following the terms below:

(A) Customers have a legal right to cancel orders up to 14 days from receipt of the goods, except for any specially ordered non-stock and non-refundable items. If unsure if the item is non-stock and non-refundable, please contact our support team at [email protected] or 0203 318 0854 to find out. Please note, return delivery charges, and restocking charges will apply.

(B) In the event that the goods delivery is accepted and the customer decides to return unopened packs, they have to be accessible. If goods are not accessible at the time of collection, the collection fee will still be applicable, and a new, second attempt collection fee will be applied.

(C) The goods must not be unpacked and sent back in the original packaging and same condition as received. Once Building Materials Wholesale has been informed of the customer’s intention to return products, the goods must be received at the point of dispatch within 7 days. If the fault is discovered after the delivery has been received and accepted, it has to be reported, and a refund or exchange requested within 14 days.

(D) When placing an order, we advise you to add 5% – 10% to your final quantity required for breakages that sometimes happen during transportation or events out of our control. In the event that damaged goods arrive, we will refund or replace the number of bricks outside of the allowed 5-10% for breakages.

(E) All items must be returned along with their original packaging and with sufficient protection to avoid damage occurring in transit. The customer is wholly responsible for the goods in transit and any damage. Goods must be sent by a secure carrier and signed for.

(F) In the event that the goods were sent directly from a manufacturer or distributor, the return must be made to the dispatch depot. All manufacturers charges, including re-stocking charges, handling charges and haulage charges, must be paid in full by the customer. Each manufacturer and distributor have specific return policies, including non-return policies, which will apply to the customers’ orders.

(G) If the customer believes an order or part of an order to be faulty, please do not return the item before contacting our sales team to explain the problem. Regarding a fault, no full or part refunds or replacements can be issued without first establishing with Building Materials Wholesale and the manufacturer that the fault lies with the product.

(H) Once Building Materials Wholesale has received goods in a resalable condition, refunds will be processed within 14 days. Refunds on goods returned directly to manufacturers are subject to longer processing periods. Only once Building Materials Wholesale have received confirmation of the refund from the manufacturer or distributor the refund will be processed, and any manufacturers or distributors charges deducted.