RETURNS & REFUNDS

This policy explains how returns, replacements, and refunds work at Materials Market, including what to do if you change your mind or if something isn’t right with your delivery.

Because we coordinate delivery of building materials through third‑party suppliers, the steps and time limits below are important to make sure we can resolve issues quickly and fairly.

Quick summary

• Missing, damaged, or incorrect items: report within 48 hours of delivery.
• Consumers changing their mind (online purchases): you usually have 14 days from the day after delivery to tell us you want to cancel, and then return the goods.
• Business customers changing their mind: returns may be possible, but charges may apply.
• Check before signing: always inspect your delivery before signing the Proof of Delivery, and record any issues at the point of delivery.
• Unattended delivery: if you request delivery without anyone present, you accept responsibility once delivery is confirmed and claims may not be accepted.

Before you request a return or refund

Check your delivery at the point it arrives

You (or someone you’ve authorised) should be present on the agreed delivery day to accept the delivery and sign the Proof of Delivery.

Before signing, you should check that:

• All items have arrived in full
• The products are correct
• There is no visible damage or defect

Only sign once these checks have been completed. If something is wrong, record it clearly on the Proof of Delivery and (where appropriate) refuse the affected items.

For full details, see our Proof of Delivery and Acceptance Policy.

Kerbside delivery and access requirements

All deliveries are kerbside only unless we’ve agreed something different with you in writing before delivery.

It’s your responsibility to make sure your delivery location is accessible and safe for unloading. If access issues prevent delivery, a failed delivery charge may apply (see “Delivery failures, redelivery and return charges” below).

For more details, see our Access Policy and Delivery Information.

If something isn’t right with your delivery

If any items are missing, damaged, defective, or incorrect, please let us know within 48 hours of delivery.

We may ask for:

• Photos of the delivered items and/or damage
• A copy of the delivery note or Proof of Delivery
• Confirmation of whether issues were noted at delivery

Depending on the situation, we may offer:

• A replacement
• A partial refund (for example, if items are usable)
• A full refund for affected items (with collection arranged if required)

Claims raised outside the 48‑hour window may be rejected.

For more details, see our Missing, Damaged & Incorrect Items policy.

Change of mind returns

Your right to change your mind depends on whether you’re buying as a consumer or a business.

Consumers (online purchases)

Consumers have a legal right to change their mind and receive a refund for most products bought online.

This right normally:

• Starts from the date you purchase the products, and
• Expires 14 days after the day you (or someone you nominate) receive the products

Exceptions (non-returnable items)

The consumer right to change your mind does not apply to:

• Products that become mixed inseparably with other items after delivery
• Perishable products (these may be marked as non‑returnable on our site)
• Kingspan products (please refer to your order confirmation)

What you need to do

To exercise your right to change your mind, you must tell us within the 14‑day period.

If the order has been dispatched or received, you will need to return the products to the supplier. You must either:

• Post them back to the address provided, or
• If they’re not suitable for posting, allow the supplier to collect them

You must organise the return and pay any associated costs (including the supplier’s reasonable collection costs where items aren’t suitable for posting).

Products must be returned in similar condition. Items that have been damaged or are not in similar condition may not be refunded.

Refund timing

If you cancel as a consumer, we will refund you the price paid for the corresponding products as soon as possible and in any event within 14 days after you inform us of your decision to cancel, provided the products have been returned (where applicable).

Business customers

Even if the supplier is not at fault and you are not a consumer with a right to change your mind, you may still be able to end the contract before it is completed. In these cases, you may have to pay compensation for the net costs the supplier will incur as a result.

If you’re a business customer and you need help with a return request, contact us as soon as possible so we can review your options.

Defective products (faulty goods)

Your rights and remedies depend on whether you’re buying as a consumer or business.

Consumers

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of the product, consumers may be entitled to the following (subject to exceptions):

• Up to 30 days: if goods are faulty, you can get an immediate refund
• Up to 6 months: if goods cannot be repaired or replaced, you may be entitled to a full refund in most cases
• Up to 6 years: if goods do not last a reasonable length of time, you may be entitled to some money back

For detailed information, visit the Citizens Advice website or call 03454 04 05 06.

Where the supplier is responsible for the fault, the supplier will pay the costs of postage or collection. Contact us via the site for next steps.

Business customers

For business customers, the supplier warrants that on delivery all products shall:

• Conform in all material respects with their description on the site, and
• Be free from material defects in design, material and workmanship (unless previously disclosed)

If you give notice in writing within 48 hours after delivery of discovery that the products do not comply with this warranty, and you give the supplier a reasonable opportunity to examine the products (for example, by providing clear photos), and you return the products at the supplier’s cost, the supplier may (at their option):

• Repair or replace the defective products, or
• Refund the price of the defective products in full where a replacement is not available

The supplier will not be liable if the products fail to comply with this warranty because:

• You make any further use of the products after giving notice
• The defect arises because you failed to follow oral or written instructions as to storage, installation, commissioning, use, or maintenance (or good trade practice where none are provided)
• You alter or repair the products without written consent
• The defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal working conditions

Delivery failures, redelivery and return charges

Building materials deliveries require safe vehicle access and someone on‑site to accept the delivery.

If we’re unable to complete delivery 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 and a charge may apply.

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

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

Fixings and accessories (courier orders): Orders containing only fixings or accessories must be cancelled by 8am on the working day before delivery, as these are typically already in transit after 8am.

How to request a return, replacement, or refund

Contact us as soon as possible with your order number and any supporting information (such as photos):

• Live chat: Live chat with Kev
• Email: theteam@materialsmarket.com

We’ll confirm next steps and, where applicable, arrange collection, replacement, or a refund.

Unattended delivery

If you request delivery to take place without anyone present on site, this must be agreed in advance in writing.

By agreeing to unattended delivery, you:

• Accept full responsibility for the products once delivery is confirmed
• Waive your right to a signed Proof of Delivery
• Accept that no claims for missing or damaged items will be accepted
• Accept that no chargeback will be accepted

To arrange unattended delivery, email theteam@materialsmarket.com.

Changes to this policy

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