Return and Refund Policy
Returns, Refunds & Cancellations Policy
At The Yard Builders Merchant Ltd, we are committed to ensuring your satisfaction. This policy explains how we handle returns, refunds, and cancellations. It applies in addition to your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which are not affected.
1. Order Issues
If there is an issue with your order (e.g. 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 complete our [Order Issue Form] 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
• Once your order has been dispatched or delivered, cancellations will be handled under our Returns Policy (see Section 4).
3. Your Right to Cancel (Consumers Only)
If you are purchasing as a consumer (not as 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 (email or post) within 14 days of delivery.
- You are responsible for the cost of returning goods unless they are faulty or misdescribed.
- Goods must be returned in their original, unused, and resaleable condition with all packaging and accessories.
- We will refund the product cost and the standard delivery charge (if paid) within 14 days of receiving the returned goods or proof of return.
- Please note: any premium delivery charges (e.g. next-day, timed, or Saturday delivery) are non-refundable.
4. Returning Goods
To return an item:
1. Notify us via email or our [Refund Request Form] within 14 days of receipt.
2. Ensure goods are returned in their original packaging, unused, and in resaleable condition.
3. You may arrange your own courier return or request a collection from us.
Return Charges (if we collect):
- Minimum courier collection fee: £75 + VAT (confirmed prior to collection).
- Minimum restocking charge: 25% of the item’s value (may vary by product).
- Additional charges may apply for failed collections, damaged goods, missing parts, or non-original packaging.
5. Special Order & Non-Returnable Items
Some items are non-returnable unless faulty or damaged, including:
- Special order products
- Made-to-measure goods
- Custom insulation items
Where a return is accepted, restocking and handling charges will apply.
6. Faulty or Damaged Goods
- Faults or damage must be reported within 48 hours of delivery.
- We may require images or other evidence before processing your claim.
- Where goods are confirmed faulty or damaged, we will offer either:
– A replacement (subject to availability), or
– A full refund, including the original standard delivery charge.
7. Refunds
- Refunds are processed once goods have been inspected and approved.
- We aim to issue refunds within 7–14 business days of receiving returned items.
- Refunds will be issued using the original payment method.
- Partial refunds may apply if goods are returned damaged, incomplete, or without original packaging.
8. Contact Us
If you have any questions about returns, cancellations, or refunds, please contact us:
📧 Email: support@theyardbm.co.uk
📞 Phone: 07902 952591
📋 Order Issue / Refund Form
