Return and Refund Policy
Returns, Refunds & Cancellations Policy
Last updated: 3rd June 2025
At The Yard Builders Merchant Ltd, we are committed to ensuring your satisfaction. Please read our returns and cancellation terms carefully to understand your rights and our responsibilities.
1. Order Issues
If there is an issue with your order such as missing items, incorrect products, or damaged goods please notify us as soon as possible.
- Issues must be reported within 48 hours of delivery via email.
- We may request photographic evidence of damage or incorrect items to expedite resolution.
- Please fill out our Order Issue to help us process your request efficiently.
2. Cancelling Your Order
Before Dispatch
- You may cancel your order before it is processed without charge.
- If you cancel more than 3 hours after placing your order, a £25+VAT administration fee will apply.
After Dispatch
- If your order has already been dispatched or delivered, please see our Returns section below.
3. Your Right to Cancel (Consumers Only)
If you are purchasing as a consumer (not a business), you have the right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days of receiving the goods.
- You must notify us in writing (by email or post) within 14 days of delivery.
- You are responsible for the cost of returning the goods in their original condition and packaging.
- We will refund the product cost (excluding delivery fees) within 14 days of receiving the returned goods, provided they are in acceptable condition.
4. Returning Goods
To return an item, please:
- Notify us via email or our Refund Request within 14 days of receipt.
- Goods must be returned in their original, resaleable condition and packaging.
- You may arrange your own return or request that we collect the goods from the original delivery address.
- Minimum courier collection fee: £75 + VAT (exact cost will be confirmed prior to collection).
- Minimum restocking charge: 25% of the item’s value (may be higher depending on the product).
- Additional charges may apply for failed collections, damaged goods, or missing original packaging.
5. Special Order and Non-Returnable Items
Some products are non-returnable unless faulty or damaged:
- Special order items, made-to-measure goods, and custom insulation products (e.g., EPS100 in non-standard sizes, specific Kingspan or Tyvek items) are non-refundable unless defective.
- If a return is accepted for these products, re-stocking charges and other fees may apply.
6. Faulty or Damaged Goods
- Please report any damage or fault within 48 hours of delivery.
- We may require images or further evidence before processing a replacement or refund.
- Depending on your preference and product availability, we will arrange a refund or a replacement at no cost to you.
7. Refunds
- Refunds are processed once goods have been inspected and approved.
- We aim to issue refunds within 7–14 business days from the date we receive returned items.
- Refunds will be issued using the same method of payment used for the original order.
8. Contact Us
If you have any questions please contact us:
Email: support@theyardbm.co.uk
Phone: 07902952591
Returns Form: Order Issue or Refund
