Returns Policy

We want you to be happy with your purchase. If you change your mind about an item purchased online, we’re happy to offer a refund or exchange within 14 days of delivery, subject to the terms below.

Please contact our sales team before arranging any return so we can advise you on the correct process and any applicable charges.

1. Your Right to Cancel

You have a legal right to cancel your order within 14 days of receiving your goods. This does not apply to specially ordered, non-stock or non-refundable items.

If you’re unsure whether your item falls into this category, please contact our team before placing your order or arranging a return:

Email: sales@less2buildit.co.uk

Phone: 03333 584 844

Please note that return/collection and restocking charges may apply.

2. Condition of Returned Goods

To be eligible for a refund or exchange, goods must:

• Be unopened and unused.
• Be returned in their original packaging and in the same condition as received.
• Be suitable for resale.
• Be returned within the required timeframe agreed with Less 2 Build It.

Once you have notified us that you wish to return your goods, you must make them available for collection or return them to the relevant dispatch point within 7 days.

If goods are not accessible when an agreed collection takes place, the collection charge will still apply, and an additional charge may be made for any subsequent collection attempt.

3. Faulty or Damaged Goods

If you believe your goods are faulty or have been damaged in transit, please contact our sales team before returning anything. We will work with you to establish the issue and agree the most appropriate solution.

Where goods are confirmed as faulty, we will arrange a suitable refund or replacement in accordance with your statutory rights and our suppliers’ procedures where applicable.

For building materials such as bricks, we recommend allowing an additional 5 to 10% when calculating your required quantity. This helps account for minor breakages that can occur during transportation, handling or installation.

Where goods arrive damaged, we will refund or replace the quantity of damaged goods that exceeds this reasonable allowance.

4. Packaging & Returning Goods

All returned goods must be securely packaged and adequately protected to prevent damage during transit.

Unless we arrange the collection, you are responsible for the goods while they are in transit to us. We strongly recommend using a reputable, insured carrier and a signed-for delivery service.

Goods that arrive damaged due to inadequate packaging or unsuitable transportation may not be eligible for a full refund.

5. Goods Supplied Directly by a Manufacturer or Distributor

Some products are dispatched directly from the manufacturer or distributor. Where this applies, returns may need to be made directly to the relevant dispatch depot.

Manufacturer or distributor charges may apply, including:

• Restocking charges
• Handling charges
• Haulage or collection charges
• Other applicable return fees

These charges are payable by the customer and will be deducted from any refund where applicable.

Please be aware that individual manufacturers and distributors may have their own return terms, including restrictions on returns. These terms may apply to your order.

6. Reporting a Fault

If you believe an item is faulty, please contact our sales team before returning it.

We will need to establish the nature and cause of the issue and, where appropriate, confirm this with the manufacturer before arranging a refund or replacement.

This helps us resolve your issue as quickly as possible and ensures we follow the correct process.

7. Refunds

Once we have received and inspected the returned goods and confirmed that they are in a resalable condition, refunds will normally be processed within 14 days.

Returns made directly to a manufacturer or distributor may take longer. In these circumstances, we will process your refund once we have received confirmation from the relevant manufacturer or distributor.

Any applicable manufacturer, distributor, collection, haulage or restocking charges will be deducted from the refund.

8. Delivery, Collection & Additional Charges

Original delivery charges are non-refundable where you are returning goods because you have changed your mind.

Collections and returns are subject to a minimum charge of £75.00 + VAT per pack, together with a minimum restocking charge of 10%, where applicable.

Additional charges may apply if you request changes after the haulage company has collected the goods. These may include:

• Refused deliveries
• Redirecting a delivery to an alternative address
• Rescheduling a delivery after the driver is already en route
• Failed deliveries due to restricted or unsuitable access
• A wasted journey where delivery or collection cannot be completed
• Excessive waiting time for the driver at the delivery or collection address
• Additional haulage or handling requirements

Charges are assessed individually and may depend on factors including the delivery location, order size, vehicle type, access requirements and time spent on site.

If you would like clarification on any potential charges, please contact our team before arranging a return or collection.

Sales & Support Team
Email: sales@less2buildit.co.uk
Phone: 03333 584 844