Returns & Refunds
If you change your mind, you can return your B&Q purchase to us, in its original condition, within 90 days - just bring your receipt, order confirmation or sales invoice with you. Find out more about our returns and refunds policy below.
We want you to be delighted with your products but if you do change your mind, you can return your purchase in its original condition within ninety (90) days.
Please note that we are unable to offer refunds or to exchange products that have been cut to size, made to measure or mixed to your individual requirements, or are not suitable to return due to health or hygiene reasons, if the product packaging has been opened after delivery or collection. Products which are liable to deteriorate or expire rapidly, including perishable products such as plants or turf, will not be exchanged or refunded unless they are faulty or incorrectly delivered. Your consumer rights are not affected.
If you purchased from B&Q
In store purchases and Click + Collect
If you bought a product in a B&Q store or via Click + Collect, simply return it to your chosen store.
Please bring:
- Your receipt, sales advice, or order confirmation
- The original payment method
- Valid ID (for Click & Collect returns)
We’ll be happy to offer an exchange or a refund.
Products purchased online from B&Q
Online Purchases Products sold directly by B&Q are labelled “Sold and shipped by B&Q” on diy.com and in your order confirmation.
You can return these items to any B&Q store with:
- Your order confirmation or sales advice
- The original payment method
If you’re unable to return the item in person, contact us at 0333 014 3357 or email home.delivery@b-and-q.co.uk. We may be able to arrange a home collection, though a fee of up to £50.00 may apply.
Faulty products
If your B&Q product is faulty, you can:
- Return it to any B&Q store, or
- Call 0333 014 3357 with your proof of purchase
B&Q will offer a repair, replacement, or refund as appropriate.
If you purchased from a B&Q Verified Seller
Identifying Verified Seller Products
These items are clearly labelled “Sold and shipped by [Seller Name] (a B&Q Verified Seller)” on diy.com and in your order confirmation email.
Returns
To return a product:
Use the ‘Contact Seller’ link in your order confirmation email to arrange a return directly with the seller.
Some items may be eligible for store return, but please note these exceptions cannot be returned in store:
- Items (including packaging) larger than 100 x 70 x 60cm
- Items weighing more than 30kg
- Products containing lithium, glass, ceramics, liquids, chemicals, or plants
- Made-to-order or custom-mixed products
If your product is eligible for in-store return:
- Bring it packaged and ready for shipping
- A store colleague will label the package and return it to the seller on your behalf
- You’ll need your order confirmation and original payment method
- A refund will be issued once the seller confirms the return
Note: Items bought from verified sellers cannot be exchanged in B&Q stores.
If you’ve changed your mind and the product weighs over 30kg, the seller may charge up to £50.00 to process the return, which will be deducted from your refund.
Faulty Products
If the product is faulty:
- Contact the seller using the ‘Contact Seller’ link in your confirmation email
- Or call 0333 014 3098 (option 1)
If the seller agrees, you may return the faulty item via a B&Q store. Please bring it:
- Packaged for shipping
- With your order confirmation and original payment method
Your refund will be processed within 14 days of return validation.