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Buildbase | Building & Timber Supplies. Designed for the trade - Open to the public
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Returns Policy

Changed Your Mind

If you change your mind about the product, you can notify us within 14 days and return it to us. The return may be subject to a re-stocking charge. For further information on re-stocking charges please refer to the Terms and Conditions section. Any refunds will be made within 14 days of receiving your returned item. You are expected to cover the cost of returning the item and your initial delivery charge will not be refunded.

Refunds will not be given for the following items:

  • if the item was a special order,
  • if the item was personalised to you including paint that has been colour matched or timber cut to length
  • perishable goods or items that are susceptible to degrading overtime or due to incorrect storage,
  • loose aggregates, sand, or ready mixed concrete,
  • any item that has been fitted, damaged, or so altered that it is not fit for immediate re-sale.

Faulty Goods

We will repair, replace or refund the cost of the goods and the delivery charge for all faulty goods notified to us within 12 months of delivery. Please see note below regarding manufacturer warranties.

Upon receiving your request we will arrange shipment of the item with you. All returns are tested and if the item proves not to be faulty when tested then no refund will be offered and you will be charged the actual cost of the original delivery, collection and the subsequent item return.

How to arrange a Return

For online card transactions:

  • Please email the branch that received your order (on the order confirmation email) quoting your customer order number, name and postcode.
  • Please also state the value of the refund you are looking for, for full or part refunds
  • The branch will review the request and once confirmed will cancel any outstanding orders then request processing of the refund.
  • Once processed the refund takes 3 working days to get back to your account.
  • We are only able to refund to the card on which the original payment was taken.

For trade acount payments

  • Please email or call the branch that received your order (on the order confirmation email) quoting your customer order number, name and postcode.
  • Please also state the value of the refund you are looking for, for full or part refunds
  • The branch will review the request and once confirmed will cancel any outstanding orders then issue a credit note against your account.

Manufacturers Warranties

All products supplied by Buildbase come with a commitment to pass on manufacturers warranties in good faith but we do not endorse them and they form no part of your contract with Buildbase.

Some manufacturers arrange for engineers to fix problem parts on site. In such cases, we will provide you with the telephone number of the manufacturer's after sales team to make the necessary arrangements directly with them. In the event that you are not satisfied with the service they provide then please contact us and we will endeavour to resolve any problems for you.

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