Returns Policy

30-day change-of-mind returns

You can return any unused, undamaged item within 30 days of delivery for a full refund or exchange. Products must be in their original packaging and in resellable condition.

• Tiles and paving must be unopened, unmixed and unlaid.
• Security doors and windows must not have been fitted or modified.
• Free return collection is available for orders over £50; smaller orders can be returned by post with a prepaid label.

How to return

1. Contact our support team on 01536 314730 or via the order confirmation email.
2. We will arrange a free collection or send a prepaid return label.
3. Pack the items securely in their original packaging where possible.
4. Refunds are processed within 5 working days of the items reaching our warehouse.

Faulty or damaged items

If an item arrives damaged, defective or not as described, you are protected under the UK Consumer Rights Act. We will cover the return cost and offer a full refund, replacement or repair, including for made-to-measure and bespoke security items.

Items excluded from change-of-mind returns

Custom-cut or specially ordered items that cannot be resold (for example, tiles cut to a requested size or security products with non-standard specifications) may not be eligible for change-of-mind returns unless they are faulty.

Need help?

Our customer service team is available Monday to Friday, 8am–6pm and Saturday 9am–4pm. Call 01536 314730 or email support@homebuilddirect.com.