At Just Building Products Ltd, we aim to provide quality products and clear information regarding returns and refunds.
This policy explains your rights and our procedures relating to returns, cancellations, faulty goods, and refunds. Nothing in this policy affects your statutory rights under applicable UK consumer law.
1. Consumer cancellation rights (online orders)
If you purchase goods as a consumer (not for business or trade purposes) through our website, you may have the right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days of receiving your goods.
To exercise your right to cancel, you must notify us clearly within the cancellation period by email or other written communication.
After notifying us of cancellation, you must return the goods within 14 days.
Exceptions to cancellation rights
The right to cancel may not apply to:
- Goods made to your specifications or clearly personalised;
- Bespoke or custom-made products;
- Special-order items obtained specifically for your order;
- Sealed goods unsuitable for return for hygiene or health reasons once unsealed (where applicable);
- Other products excluded under applicable law.
2. Standard returns
Where returns are accepted outside statutory cancellation rights:
Returned goods must generally:
- Be unused and in resaleable condition;
- Be returned with original packaging where reasonably possible;
- Include all supplied components or accessories;
- Not show signs of installation, damage, misuse, or alteration.
Acceptance of discretionary returns outside legal rights remains at our discretion.
Certain products may be subject to restocking charges where clearly stated before purchase.
3. Return costs
Unless goods are faulty, damaged, incorrectly supplied, or otherwise required by law:
- Customers are responsible for return delivery costs;
- Original delivery charges may not be refundable where permitted by law.
Customers should ensure returned goods are packaged appropriately to avoid damage in transit.
4. Faulty, damaged or incorrect goods
If you receive goods that are:
- Faulty;
- Damaged on arrival;
- Incorrect; or
- Not as described,
please contact us as soon as reasonably possible after receiving the goods.
Where appropriate, we may request:
- Photographs;
- Order details;
- Further information regarding the issue.
Depending on circumstances and your legal rights, remedies may include:
- Repair;
- Replacement;
- Refund;
- Partial refund.
5. Consumer rights for faulty goods
Under the Consumer Rights Act 2015, consumers may have legal rights including:
- A short-term right to reject faulty goods within 30 days in certain circumstances;
- Repair or replacement rights;
- Price reduction or refund rights where issues cannot be resolved.
Your statutory rights remain unaffected by this policy.
6. Refund processing
Approved refunds will generally be processed using the original payment method.
Refund times may vary depending on:
- Payment provider processing times;
- Banking systems;
- Completion of goods inspection where returns are involved.
We aim to process eligible refunds within a reasonable period after receiving returned goods or confirming entitlement.
7. Trade and business customers
Where products are purchased for:
- Business use;
- Trade purposes;
- Commercial activity,
consumer cancellation rights may not apply.
Returns and refunds for trade customers may be subject to separate terms or agreed conditions.
8. Non-returnable products
Unless faulty or required by law, returns may not be accepted for:
- Bespoke products;
- Made-to-order products;
- Special-order items;
- Products altered after delivery;
- Items specifically excluded at point of sale.
9. How to request a return
To request a return, cancellation, or report an issue, contact:
Just Building Products Ltd
Contact us
Please include:
- Order number;
- Product details;
- Reason for return;
- Supporting photographs where relevant.
10. Changes to this policy
We may update this Returns & Refunds Policy periodically.
Updated versions will be published on this page with a revised effective date.