Want to place an order over the phone? Call our Dial & Deliver team on 03331 886388.

Product Returns & Cancellations

If your product is faulty, or if you have received the wrong item, please call your local trading branch. Any returns will be at the manager’s discretion until further notice.

Need to return an item?

If you’ve got any questions, queries or problems with your item(s), contact us to request an order refund form. Don’t forget to quote your order number in your email.

Don’t want your item?

Under 28 days: If you don’t want your order, you can either return it to your nearest branch with your invoice or use contact us to request a returns form and post the form and the item(s) to us from your local post office. Depending on the item, you may be subject to a 15% restocking charge.

On cancellation/return, where you have received the Goods, you must return the Goods to us (together with the original packaging) without undue delay and in any event within 14 days after the day of notification to us, (unless we agree in writing that you may dispose of them; in which case please comply with the manufacturer’s instructions before disposing of hazardous Goods). You must return Goods with all components and also any promotional items received (including free gifts) or discounted additional products. If we agree to collect the Goods from you then we may charge a fee for the carrier pick up service.

Faulty item?

Under 28 days: If your item is faulty, we’ll collect it from you free of charge and offer you an exchange or a refund. Contact us to request a FREEPOST returns form.

Over 28 days: Check if the manufacturer of your item has a helpline, a repair or warranty service, or a collect and repair service. If there’s no warranty or repair service, email us at [email protected] or drop into your nearest branch and speak to a member of the team about what to do next.


When you return items to us, please include all parts, components and extras and drain any fuel and oil. If your item is powered by lithium batteries, please return your purchase to branch.

Non-returnable items

We don’t accept returns on any bagged products, e.g. plaster or cement and bespoke items such as mixed paint are excluded. For a full list of exclusions see the Terms & Conditions of Trade.

There are some items that are excluded from the 28-day unwanted items return: made-to-measure goods (items cut or mixed to your requirements), used macerators, toilets, water pumps, and boilers where the box/product has been opened. Return items 1m in length or 2kg in weight cannot be returned via post office - please contact us at [email protected] for advice on posting these items.

Click & Collect Order Cancellation

If you wish to cancel your click & collect order you must contact the order pick up branch to arrange the cancellation. For us to process the refund we will require you to have the same card you paid for the order available so we can refund the money back into your account.

Courier Delivery Order Cancellation

Cancellation: You may cancel an order and receive a full refund, to do so please email [email protected] and reference your order number. You are able to cancel up until the order is dispatched for delivery. Once the Goods are out for delivery, you will need to take delivery of the Goods before you can cancel/return any Goods.

Returns after Delivery: You may cancel your order and return any of the Goods purchased to us by giving us notice of cancellation within 28 days of the date of delivery. You will lose your right to cancel after the expiry of the 28 day period (this does not affect your rights if there is any problem with the Goods).

Full details of our Courier Delivery returns policy can be found on the Courier Delivery Online Terms & Conditions page.

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