Cancellation & Returns Policy

Cancellations

You have the right to cancel your order within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or email). You can also electronically fill in and submit the cancellation form on our website, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancellation before the cancellation period has expired.

Effects of Cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We will make the reimbursement without undue delay, and not later than:

14 days after the day we receive back from you any goods supplied, or
14 days after the day you provide evidence that you have returned the goods, or
If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Returning Goods

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Non-Returnable Items

The following items cannot be returned or cancelled:

Items that have been cut to size or specially ordered/manufactured to your specification
Goods that have been mixed inseparably with other goods after their delivery
Products that have been clearly used or installed
Products with damaged or missing packaging where the packaging is required to resell the item

Damaged or Faulty Goods

If you receive goods that are damaged or faulty, please contact us within 48 hours of delivery. We will arrange for a replacement or refund as appropriate. Please retain all original packaging as this may be required for any claims.

Photographs of any damage are required before we are able to process a claim. Please email these to us as soon as possible.

How to Return an Item

Contact our customer services team to request a return authorisation number
Package the item securely in its original packaging where possible
Include your order number and return authorisation number inside the package
Send the package to the address provided by our customer services team
We recommend using a tracked service and retaining proof of postage

Refund Processing

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 to 10 business days.

Contact Us

If you have any questions about our returns policy, please contact our customer services team. We are happy to help.

Insullite Limited t/as Buildin Stores
Company Number: 08208530
Based in Lancashire, United Kingdom