Returns & Refunds
If you change your mind, you can return your B&Q purchase to us, in its original condition, within 90 days - just bring your receipt, order confirmation or sales invoice with you. Find out more about our returns and refunds policy below.
We want you to be delighted with your products but if you do change your mind, you can return your purchase in its original condition within 90 days.
Please note that we are unable to offer refunds or to exchange products that have been cut to size, made to measure or mixed to your individual requirements, or are not suitable to return due to health or hygiene reasons, if the product packaging has been opened after delivery or collection. Products which are liable to deteriorate or expire rapidly, including perishable products such as plants or turf, will not be exchanged or refunded unless they are faulty or incorrectly delivered. Your consumer rights are not affected.
In store purchases and Click + Collect
For products purchased in B&Q stores and via Click + Collect, simply return the item to your chosen store. You’ll need your receipt, sales advice or order confirmation and your original payment method, and we can exchange the product or issue a refund. For Click + Collect you will also need to bring valid identification.
Products purchased online from B&Q
Products bought from B&Q are labelled “sold and shipped by B&Q” on diy.com and on your order confirmation.
If you need to return a product that was sold and shipped by B&Q, you can return it to any B&Q store. You’ll need your order confirmation or sales advice and your original payment method, and we can exchange the product or issue a refund.
If you can’t get to store, you can contact 0333 014 3357 or email us at home.delivery@b-and-q.co.uk to discuss your options. This may include arranging a collection from your home which may incur a collection charge up to £50.00.
Products purchased from verified sellers
Products bought from B&Q verified sellers are labelled “sold and shipped by B&Q verified sellers” on diy.com and on your order confirmation email. To arrange a convenient return of a product that is sold by a B&Q verified seller, Customers should arrange this directly with the Verified Seller. To do this, use the 'Contact Seller' link in the email relating to your order or your diy.com account. Some items bought from a B&Q verified seller are difficult to return at a B&Q store and should be sent directly to the Seller, these include:
- Products (including packaging) that are larger than 100 x 70 x 60cm
- Products weighing more than 30kg
- Products containing lithium, glass, or ceramics
- Products containing liquid or chemicals
When returning to a B&Q store, it is important to bring your product packaged ready for shipping. The store colleague will label your package and arrange the return of the product to the B&Q verified seller. You’ll need your order confirmation or sales advice and your original payment method. Please note that products bought from B&Q verified sellers cannot be exchanged in B&Q stores. Products that weigh over 30kg may incur a charge of up to £50 in order to return the item.
Faulty products
If a product you purchase is faulty, you may be offered a repair, exchange or refund as appropriate in accordance with your consumer rights.
Products bought from B&Q
- For products bought from B&Q you can return faulty products to any B&Q store.
- Alternatively, you can contact us on 0333 014 3357. You will need your proof of purchase when returning a faulty product and the original payment method for the processing of any associated refund.
Products bought from B&Q verified sellers
- For products bought from B&Q verified sellers: contact the seller directly using the ‘Contact Seller’ link in the email relating to your order or by calling us on 0333 014 3098 to discuss your options.
- If you agree with the Verified Seller to return a faulty product via a B&Q store, it is important to bring your product packaged ready for shipping to the Verified Seller. The store colleague will label your package and arrange the return of the faulty product to the Verified Seller. You’ll need your order confirmation and your original payment method.
YOUR STATUTORY RIGHTS ARE NOT AFFECTED
For our full Terms and Conditions please visit our Terms & Conditions page.