RETURNS POLICY

Overview

 

We want you to be satisfied with your purchase from Melbros Building Supplies. If there is an issue with your order, please contact us as soon as possible and we will do our best to resolve it quickly and fairly.

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Change of Mind (Online Orders)

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You have the right to cancel your order within 14 days of receiving the goods, in line with UK Consumer Contracts Regulations.

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• You then have a further 14 days to return the goods

• Returns can be made in-store or by post

• Customers are responsible for arranging and paying for return postage where applicable

• We do not provide return labels

• If you require your goods to be collected then a collection fee may apply

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Goods must be unused, in original packaging, and in resaleable condition.

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Restocking Fee

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A restocking fee of up to 20% of the product price may be applied to returned items.

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This reflects handling, inspection, and repackaging costs, particularly for bulky or palletised goods.  This fee is not inclusive of potential collection fees if required.

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Damaged or Faulty Goods

 

If your goods arrive damaged or faulty, you must notify us within 48 hours of delivery:

• Please provide photos of the issue where possible

• Do not use or install the product before contacting us

• We will offer a replacement, repair or refund where appropriate

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Incorrect Items Supplied

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If we have supplied the wrong product, please notify us within 48 hours of delivery.

We will arrange collection and replacement at no cost to you.

 

Non-Returnable Items

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The following items are non-returnable unless faulty:

• Loose materials (e.g. bulk aggregates, stone, grave; compost, topsoil)

• Bagged materials that have been opened or used

• Perishable or time-sensitive goods

• Special order or bespoke products

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Collection Charges

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If a return collection is arranged by us for non-faulty goods, a collection charge will apply and be deducted from the refund.

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Refunds

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Refunds will be processed to the original payment method within 10 working days after the returned goods have been received and checked subject to our third party payment processing partners.

 

How to Arrange a Return

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Please contact us with your order details:

Email: sales@melbros.com
Phone: 01788 866900

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Include your order number and a brief description of the issue.

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Important Notes

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• We strongly recommend checking all goods at the point of delivery

• Any issues should be reported before installation or use

• This policy does not affect your statutory rights