Refund policy

Refund & Returns Policy

Davies DIY & Builders Merchants

Last updated: 15 October 2026

At Davies DIY & Builders Merchants, we want our customers to shop with confidence. We understand that building projects can change and that occasionally materials may need to be returned.

This policy explains how we handle returns, cancellations, refunds, faulty products and unwanted goods.

Davies DIY & Builders Merchants is the trading name of Builders Supplies (Port Talbot) Limited.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Your Statutory Rights

Consumers are protected by the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Goods must be of satisfactory quality, fit for their intended purpose and as described.

If goods are faulty, damaged, incorrectly supplied or do not meet these legal requirements, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.

These rights apply regardless of any voluntary returns conditions or exclusions described below.

2. Our Voluntary 14-Day Returns Policy

In addition to your statutory rights, we offer a voluntary 14-day returns policy on eligible goods purchased from Davies DIY & Builders Merchants.

If you have changed your mind, please contact us within 14 days of purchase or delivery to request a return.

To qualify for a voluntary return:

  • Goods must be unused, complete and in a condition suitable for resale as new.

  • Original packaging should be retained wherever applicable.

  • Proof of purchase must be provided.

  • Goods must not have been damaged, altered, installed or improperly stored.

  • The products must be eligible for return under this policy.

Voluntary returns require our agreement and may be subject to the reasonable collection or re-handling charges described in Section 8.

We may accept returns outside this period at our discretion.

This voluntary policy does not restrict any statutory cancellation or faulty-goods rights.

3. Online and Distance Purchases – Your Right to Cancel

If you are a consumer purchasing eligible goods online or by telephone, you generally have a legal right to cancel your order without giving a reason.

For most goods, the cancellation period ends 14 days after you, or someone you nominate, receives the goods.

For an order delivered in separate instalments, the cancellation period generally runs from receipt of the final item.

To exercise this right, you must clearly inform us of your decision to cancel before the cancellation period expires.

You can contact us by email, telephone or post using the details at the end of this policy. You may also use the model cancellation form in Section 14, although this is not compulsory.

After notifying us of cancellation, you must send or hand back the goods without undue delay and no later than 14 days after informing us of your decision.

You may inspect goods as you reasonably would in a shop. However, we may make a lawful deduction from your refund for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Our voluntary returns conditions, including re-handling charges, do not apply to a valid statutory cancellation.

Certain goods may be exempt from the statutory cancellation right, as explained in Section 6.

4. Refunds for Cancelled Online Orders

Where you validly exercise your statutory cancellation right, we will refund the payments received for the cancelled goods.

We will also refund the original standard delivery charge where required by law. If you selected a more expensive delivery option, we are not required to refund the additional amount above our least expensive standard delivery option.

For partial cancellations, any delivery refund will be determined according to the applicable legal requirements and circumstances of the order.

Refunds will be made using the original payment method unless you expressly agree otherwise. We will not impose a refund fee.

We will make the refund without undue delay and within the applicable statutory deadline.

Where we have not offered to collect the goods, we may withhold the refund until we receive the goods back or you provide evidence that you have sent them back, whichever is earlier.

Where we have agreed to collect the goods, the statutory refund deadline will apply without waiting for collection.

Any lawful deduction for excessive handling will be explained.

5. Returning Goods and Transport Costs

Returns to our premises

Customers may return eligible goods directly to our Port Talbot premises during opening hours, provided the goods can be transported safely and the return has been arranged where required.

Change-of-mind online cancellations

For a valid statutory cancellation, customers are responsible for the direct cost of returning goods where we have provided the legally required information about that responsibility before purchase.

Customers may arrange their own suitable transport or request a collection quotation from Davies DIY.

For bulky goods that cannot normally be returned by post, estimated return transport costs must be disclosed before an online order is placed, as required by law.

Our local collection estimates

For standard bulky-goods collections using our own vehicles within our normal delivery area, our estimated collection charges are:

  • 0–4 miles: £7.50.

  • 4.01–20 miles: £7.50 plus £1.88 per mile, calculated from our Port Talbot premises.

These estimates range from £7.50 to approximately £45.10 within our normal 20-mile delivery area.

They are indicative costs for standard collections, not a guarantee that every return will cost the same as the original delivery. Any different or additional costs must be handled in accordance with the information provided before purchase and applicable law.

Collections outside our normal delivery area, including orders originally arranged by individual quotation, may involve higher return transport costs. The applicable estimate or calculation basis must be provided before purchase where required by law.

Customers are not obliged to use our collection service if they can arrange a suitable and lawful alternative.

Where goods are faulty, incorrectly supplied or otherwise fail to meet statutory requirements, we will bear reasonable return costs where required by law.

6. Special Orders, Bespoke Products and Cut Materials

We supply a wide range of building materials, timber and specialist products, some of which are ordered specifically for individual customers.

Special-order products

Goods sourced specifically for a customer may be excluded from our voluntary change-of-mind returns policy.

However, the fact that a product was ordered from a supplier specifically for you does not, by itself, remove your statutory cancellation rights for an eligible distance purchase.

Bespoke and personalised goods

The statutory cancellation exemption may apply to goods made to a consumer's specifications or clearly personalised, where the legal conditions for that exemption are satisfied.

This may include certain products specially manufactured to unique measurements, designs or specifications.

We will not treat all special-order products as automatically exempt.

Timber and cut materials

Standard stock timber lengths and regularly stocked timber products are not automatically exempt from statutory distance-selling cancellation rights.

Materials cut, altered or manufactured to a customer's individual specifications will be assessed according to the relevant legal rules.

For our voluntary returns policy, we may decline to accept materials that have been cut, altered or otherwise rendered unsuitable for resale.

These conditions do not affect your rights if goods are faulty or incorrectly supplied.

7. Products Excluded from Voluntary Returns

Unless we agree otherwise, the following products will not normally qualify for a voluntary change-of-mind return:

  • Special-order or non-stock products.

  • Bespoke, personalised or custom-manufactured products.

  • Timber or other materials cut or altered to individual requirements.

  • Opened, partially used or damaged products.

  • Cement, plaster, adhesives, grouts and similar products where condition, shelf life or storage cannot be satisfactorily verified.

  • Plasterboard, insulation and other moisture-sensitive products where their condition or storage history makes resale unsuitable.

  • Products that have been installed, fitted or incorporated into building work.

  • Incomplete packs or quantities that cannot reasonably be resold, unless we agree otherwise.

  • Clearance or discontinued products where a voluntary returns exclusion was made clear at purchase.

These exclusions apply to our additional voluntary returns service only.

They do not remove statutory rights to cancel eligible distance purchases or obtain remedies for faulty or misdescribed goods.

8. Re-Handling and Collection Charges for Voluntary Returns

We aim to be reasonable when accepting unwanted goods back into stock. However, collecting, checking, transporting and restocking building materials can involve significant costs.

The following charges may apply where we agree to a return under our voluntary returns policy, rather than where a customer is exercising statutory rights.

Goods collected by Davies DIY

Where we agree to collect unwanted goods using our own vehicles, we reserve the right to apply:

  • A re-handling charge of up to 20% of the value of the returned goods; and

  • A reasonable collection charge reflecting the distance, vehicle and transport requirements.

Goods delivered by Davies DIY but returned by the customer

Where goods were originally delivered by our vehicles and the customer arranges to return them to our premises, a re-handling charge of up to 5% of the returned goods' value may apply.

Goods purchased and collected from our premises

Where a customer originally collected goods from our premises and subsequently returns them directly, we will not normally apply a re-handling charge.

Our discretion

These charges are maximum discretionary amounts, not automatic fees.

We may reduce or waive them depending on the circumstances, condition of the goods and our relationship with the customer.

Any applicable charges will be explained and agreed before a voluntary return is accepted.

No re-handling charge will be imposed where a consumer exercises a valid statutory cancellation right or receives a statutory remedy for faulty or non-conforming goods.

9. Faulty, Damaged or Incorrectly Supplied Goods

If you receive goods that are faulty, damaged, not as described or incorrectly supplied, please contact us as soon as reasonably possible.

Photographs and order details can help us resolve problems quickly, although they are not a condition of exercising your statutory rights.

Under the Consumer Rights Act 2015, consumers generally have:

  • A short-term right to reject qualifying faulty goods within 30 days, subject to the statutory rules.

  • Rights to repair or replacement where applicable.

  • Further rights to a price reduction or final rejection where the statutory conditions are met.

For faults discovered within the first six months, the law generally presumes that the fault was present at delivery unless the trader proves otherwise or the presumption is incompatible with the goods or circumstances.

Your rights may continue beyond six months, depending on the nature of the goods and the applicable limitation period.

Where required by law, we will arrange or cover reasonable return costs for faulty or non-conforming goods.

We may inspect goods to establish the nature and cause of a reported problem, but this will not be used to unreasonably delay or deny statutory remedies.

10. Damage, Shortages and Delivery Problems

Please inspect your order as soon as reasonably possible after delivery.

If anything appears damaged, missing or incorrect, contact us promptly so that we can investigate and resolve the issue.

Where practical, photographs of the products, packaging and delivery location can be helpful.

We encourage customers to report visible damage or shortages promptly, but failure to report within a particular number of hours does not automatically remove statutory consumer rights.

If goods are delivered using our own vehicles or a carrier arranged by us, responsibility for their condition and delivery will be determined in accordance with applicable law.

11. Refunds for Voluntary Returns

Where we agree to accept goods under our voluntary returns policy, refunds will normally be processed after the goods have been returned and inspected.

Any agreed re-handling or collection charges may be deducted from the voluntary refund.

Original delivery charges are not normally refundable for a voluntary change-of-mind return unless we agree otherwise.

We may decline a voluntary refund where returned goods do not meet the agreed conditions.

These arrangements do not apply where statutory cancellation or faulty-goods rights require a different outcome.

12. Trade and Business Customers

This policy distinguishes between purchases made by consumers and purchases made wholly or mainly for business purposes.

Business customers do not automatically receive the same statutory distance-selling cancellation rights as consumers.

Returns of unwanted goods purchased for business use are subject to our agreed commercial terms and any voluntary return arrangements we choose to offer.

Special-order, cut, bespoke and non-stock goods may be non-returnable for trade customers unless otherwise agreed.

Any applicable collection or re-handling charges will be explained as part of the agreed return arrangements.

Nothing in this section excludes rights or remedies that cannot lawfully be excluded.

13. How to Request a Return

To request a return, cancellation or refund, please contact us with:

  • Your name and contact details.

  • Your order number or proof of purchase.

  • Details of the products concerned.

  • The reason for your request, where relevant.

  • Photographs where these may help explain damage or a fault.

You can contact us using the details below.

Davies DIY & Builders Merchants
Builders Supplies (Port Talbot) Limited
Endeavour Close
Purcell Avenue Industrial Estate
Port Talbot
Neath Port Talbot
SA12 7PT

Telephone: 01639 884261
Email: admin@daviesdiy.onmicrosoft.com

Company registration number: 01271679
VAT registration number: 124 8023 96

Please do not arrange the return of large or heavy goods without ensuring that suitable transport and safe unloading arrangements are available.

14. Model Cancellation Form

Complete and return this form only if you wish to cancel an eligible distance-selling contract. You do not have to use this form; any clear statement of cancellation is sufficient.

To: Builders Supplies (Port Talbot) Limited, trading as Davies DIY & Builders Merchants, Endeavour Close, Purcell Avenue Industrial Estate, Port Talbot, SA12 7PT.

Email: admin@daviesdiy.onmicrosoft.com

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

Goods ordered:

Order number (if known):

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if submitted on paper):

Date:

Delete as appropriate.

Important: This policy forms part of our customer information but does not override applicable UK consumer protection legislation. Where a provision conflicts with a consumer's statutory rights, those statutory rights take precedence.