CANCELLATIONS

This policy explains how order cancellations work at Materials Market, including cut-off times and what happens if an order is already being prepared for dispatch or delivery.

Because we coordinate delivery of large and bulky building materials through third‑party suppliers, cancellations are time‑sensitive.

Quick summary

  • Standard cancellations: must be requested by 2pm on the working day before your scheduled delivery.
  • Fixings / accessories only (courier orders): must be cancelled by 8am on the working day before delivery (these are typically already in transit after 8am).
  • Fixings orders (exception): the 2pm cut-off does not apply where the order is a fixings order (see “Fixings and accessories” below).
  • If a cancellation is requested after cut-off, charges may apply (for example, failed delivery, redelivery, or return/handling costs).

Why cut-off times matter

Goods are often loaded and delivery routes scheduled the afternoon before dispatch. For courier-sent items (such as fixings and accessories), parcels may already be on route the day before delivery.

Cut-off times help us stop orders before they are dispatched and avoid unnecessary transport and handling costs.

Cancellation cut-off times

Standard orders (most building materials)

If you need to cancel your order, please let us know by 2pm on the working day before your scheduled delivery.

Example:

  • For a Monday delivery, cancellation must be requested by 2pm on Friday.

Fixings and accessories (courier orders)

Orders containing only fixings or accessories must be cancelled by 8am on the working day before delivery.

This is because these items are typically sent via couriers and will usually already be in transit to you after 8am on the day before delivery.

Fixings orders (exception)

Where the order is a fixings order, cancellations are treated differently and the 2pm cut-off does not apply.

If you need to cancel a fixings order, contact us as soon as possible so we can confirm what is still possible based on whether the courier shipment has been processed or dispatched.

If your order has already been dispatched or scheduled

If an order has already been dispatched, loaded, or is otherwise in progress with the supplier or courier network, we may not be able to stop it.

In these circumstances:

  • Delivery may still proceed, and
  • Charges may apply to cover transport, handling, and return costs

Delivery failures, access issues and related charges

To complete delivery successfully, we need safe vehicle access and someone on-site to accept delivery.

If delivery can’t be completed for reasons within your control (for example, access issues, no one available, or unsafe unloading conditions), the delivery may be treated as a failed delivery.

A failed delivery charge of £50 + VAT or 20% of your order value (whichever is greater) may apply. This reflects real costs for transport and handling and isn’t a penalty.

For more details, see:

How to request a cancellation

Contact us as soon as possible with your order number:

We’ll confirm whether your order can be cancelled and any applicable charges (if the order is already in progress).

Changes to this policy

We may update this policy from time to time. The latest version will always be available on this page.

All Categories

Services