Build 360 support
How can we help?
Order questions, delivery dates, returns and trade credit — answered below, or by a person on the phone at any hour. Start with a topic, or go straight to the questions.
What do you need help with?
Six things people ask about most. Each one goes straight to the answer.
Returns & refunds
Ninety days to change your mind
Order more than the job needed and the surplus is not your problem. Unused material in saleable condition goes back within ninety days of delivery or collection — refunded to the way you paid, or exchanged, whichever you ask for.
What we take back
- Unused material in its original packaging, with the delivery note or order number.
- Full, unopened bags and bundles — cement, adhesive, grout and filler.
- Boxed tile, sanitaryware, fittings, tools and electricals that have not been installed.
- Anything that arrived damaged, short or simply wrong, reported within 48 hours.
What we cannot take back
- Cut, mixed or tinted material — cut rod, mixed mortar, tinted paint.
- Opened bags of cement, sand or aggregate, which cannot be sold on.
- Special-order and made-to-measure items, unless they are faulty.
- Anything already installed or used on site.
- Loose bulk loads tipped on site — sand, stone and aggregate.
How to start a return
- 1
Tell us
Open the order in your account and choose Return, or call customer care with your order number.
- 2
Send it back
Drop small items at any staffed store, or we collect larger loads from the address we delivered to.
- 3
Get your money
Once the material is checked in, the refund goes back the way you paid within seven working days.
Damaged, short or wrong on arrival?
Do not wait out the ninety days. Check the load against the delivery note before the driver leaves, write anything wrong on the note itself, and tell us within 48 hours. We replace it or credit it, and the collection is on us.
Frequently asked
Grouped by subject. Open a question to read the answer.
Orders & tracking
Delivery & collection
Returns & refunds
Payments, VAT & invoices
Products & safety
Still stuck?
Customer care answers at any hour, every day of the year. Have the order number ready and we will pick it up from there.