Returns & Refunds

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, use the 'Contact Seller' link in the email relating to your order.

Please note that we are unable to accept returns for products that have been cut to size, made to order 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. Return requests for products which are liable to deteriorate or expire rapidly, including perishable products such as plants or turf, will not be accepted or refunded unless they are flagged as faulty at the point of delivery or incorrectly delivered. Your consumer rights are not affected. In the instance you have changed your mind and the product weights over 30kg, the Seller may charge up to £50.00 to process your return, which will be deducted from the total refund returned to you.

Some items bought from a B&Q verified seller are eligible for return to a B&Q store, but there are exceptions that cannot be returned in store:

• Products (including packaging) that are larger than 100 x 70 x 60cm
• Products weighing more than 30kg
• Products containing lithium, glass, or ceramics
• Paint products, products containing liquids and chemical cleaning products
• Plants

If your product is eligible to be returned 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. A refund will be issued once the B&Q verified seller has validated your return. Please note that products bought from B&Q verified sellers cannot be exchanged in B&Q stores.

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 (select option 1) 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, and your refund will be issued within 14 days.

YOUR STATUTORY RIGHTS ARE NOT AFFECTED

For our full Terms and Conditions please visit our Terms & Conditions page.