FAQs

www.buildersmerchant.com is a website owned and managed by Builders Marketplace Ltd.

We are a privately owned, specialist supplier of building materials who focus on supplying a quality service at competitive prices.

This denotes that the product is in stock within most of our delivery depots within mainland UK and can be despatched immediately which takes 2-3 working days to arrive.

If you specifically require a next day delivery you must contact the sales office directly to discuss your requirements.

Standard deliveries (i.e. working days) are made Monday to Friday.

Weekend deliveries can be organised by request and will be subject to an additional delivery charge.

Deliveries to Non mainland UK (i.e. Nothern Ireland, Isle of Wight, Isle of Man etc) are possible but are subject to discussion with the sales office first and may incur additional delivery charges.

On occasions it is with regret that a product highlighted as immediate despatch is not available for delivery within 2-3 working days in your area. If this does happen you will be informed either by phone or email.

We have collection points in many major towns and cities and each stocks a wide variety of products.
If you require to collect a product contact the sales office to find out the nearest collection point before placing your order.
When your order has been place we will confirm by phone or email the full address of the collection point.

Deliveries are made by a variety of vehicles and sources, therefore delivery times are very difficult to guarantee. We will attempt to give you an approximate time but this will not be guaranteed and can be subject to change.
If you have specific requirements please contact the sales office first before placing your order.

Faulty products must be advised in writing either by post or email within 10 days for a full refund (including delivery charge).

Alternatively, collection of the product can be arranged through our nominated carrier, where the cost of the return will be at our expense. We require the return of the products within 10 days of the refund request being made.

To arrange for the product(s) to be collected, send an email to sales@buildersmerchant.com with your order number and details of the product to be returned. We will either dispatch a replacement or process the refund.

All refunds will be made to the account used to purchase the product.

In the unlikely event that products (including special order and made-to-measure items) are delivered damaged, we will exchange the product or provide you with a full refund. Notification of any damage must be made within 10 days of the product being delivered to you. We reserve the right to inspect all returned products prior to agreeing to any part-refund, full refund or product exchange.

Damaged products must be advised in writing either by post, email or fax within 10 days for a full refund (including delivery charge).

Alternatively, collection of the product can be arranged through our nominated carrier, where the cost of the return will be at our expense. We require the return of the products within 10 days of the refund request being made.

To arrange for the product(s) to be collected, send an e-mail to sales@buildersmerchant.com with your order number and details of the product to be returned. We will either dispatch a replacement or process the refund.

All refunds will be made to the account used to purchase the product.

In the event that you wish to return a product that is no longer required we will provide you with a refund less a 25% restocking charge and excluding any delivery charges, provided we are advised of the proposed return within 10 days of the product being delivered to you.

Alternatively, send an email to sales@buildersmerchant.com and we will arrange for the collection of the product by our nominated carrier. There will be a minimum charge, payable by you of £25 for this service, which may increase significantly dependent on your location and product type. Your refund will be processed within 30 days.

Refunds are not available on 'free with purchase' items, unless all other products are returned.

All refunds will be made to the account used to purchase the product.

This does not affect your statutory rights.

If you have anything you want to say, good or bad, please contact the management team directly on 020 8617 8979 or via email at sales@buildersmerchant.com