Refund policy

Returns Policy

We are committed to providing clear and fair terms for returns. Please review the details below to ensure your eligibility for a return.

Return Policy Overview

Consumer Customers: You have 14 days from the date of receiving your order to request a return, in line with the Consumer Contracts Regulations 2013.
Business Customers: If you are purchasing on behalf of a business, you have 7 days from receipt of the goods to request a return. Business returns may be subject to deductions for handling, restocking, and carriage charges, as outlined in clause 11.5 of our Terms of Service.

Eligibility for Returns

To qualify for a return:

Items must be in their original condition, unused, and in resalable condition.
The original packaging must be intact.
You must provide proof of purchase, such as your receipt or order confirmation email.

If these conditions are not met, we reserve the right to decline your return request.

How to Request a Return

To initiate a return:

Contact us at sales@trustedbuildingsupplies.co.uk within the applicable return window (14 days for consumers, 7 days for businesses).
Do not send items back without prior authorisation. Unauthorised returns will not be accepted.

For any questions about returns, contact us at the same email address.

Damages and Issues

We kindly ask you to inspect your order upon delivery and notify us immediately if:

The item is defective or damaged
You received the wrong item

Please contact us promptly so we can address the issue and arrange for a replacement or resolution.

Non Returnable Items

Certain items are not eligible for return, including but not limited to:

Bespoke or personalised items
Items clearly labelled as "cut to size", "bespoke", "made to order", or "non returnable" on our website

These exclusions are in line with the Consumer Contracts Regulations 2013 for personalised or customised goods.

Exchanges

If you wish to exchange an item, we recommend:

Returning the original item in accordance with our return policy
Placing a separate order for the new item once your return has been processed

Refunds

Once we have received and inspected your return, we will notify you of the outcome:

For Consumer Returns: If approved, refunds will be processed to the original payment method, less any applicable direct return carriage or collection costs where permitted under UK consumer regulations.
For Business Returns: Refunds may be subject to handling, restocking, carriage, or supplier charges. If applicable, these will be communicated to you upon inspection of the returned items.

Please note that it may take some time for your bank or credit card provider to process and post the refund.

Returns, Refused Deliveries & Cancellation After Dispatch

If an order is cancelled after it has been dispatched, Trusted Building Supplies reserves the right to deduct any direct costs incurred, including outbound delivery charges, return haulage charges, pallet collection fees, carrier charges, and any applicable supplier restocking fees from the final refund amount.

Due to the size and nature of many building materials, return carriage charges for palletised, bulky, or specialist products can be significant.

If a delivery is refused at the point of delivery or a failed delivery occurs due to customer circumstances, any additional delivery, return, storage, or re-delivery charges incurred may be deducted from the refund.

Products marked as made to order, bespoke, custom made, or non returnable cannot be cancelled or returned once production has commenced or the goods have been dispatched.

Legal Disclaimer

This returns policy is intended to comply with all relevant UK consumer and business laws, including the Consumer Contracts Regulations 2013 for consumer purchases. Business to business (B2B) sales are not covered under the same regulations but are subject to our contractual terms as outlined in our Terms of Service. For further clarification, please contact us.