EXPERT TRADE TEAM  01295 235536
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Returns and cancellations

If you wish to talk to us about a return or cancellation, please email our Customer Service Department or fill in the form below and one of the team will be more than happy to help!

To ensure a quicker resolution to your email please include the following
- Order Number 
- What you are looking to return and any other useful information
- Product Image

Customer Details

Reason for Return

* Required fields

Returns Information

Please can you read this information regarding returns and refunds required for purchases made from the BSO website.

 Your statutory rights are not affected by this information.

NON BUSINESS CUSTOMERS

Products No Longer Required

You have a right to cancel your order before dispatch or return within 14 working days after the date of delivery. 

You must notify us via our Contact Us page, email customerservices@bso.co.uk or call us on 01295 701777 (lines are open 8.30am to 5 pm weekdays) quoting your order number for reference. or emailing us at customerservices@bso.co.uk quoting your order reference number. We will refund you the cost of the unwanted item within 14 days. 

This right of cancellation does not apply where Goods are specifically made to your specification or personalised at your request.

All goods, wherever possible, must be returned unused and in their original packaging. We cannot refund goods that have been damaged whilst in your possession.

We are not responsible for any return costs for unwanted items, you will need to arrange for the shipping yourself and ensure their safe return.

 If you advise us of your return more than 14 calendar days following the date of delivery you will be UNABLE to return the goods to us.

 Any request MUST be made via the form above. Phone returns are not acceptable.

 *We offer 3 months returns on VELUX windows, so you have plenty of time to change your mind! 

Returns via courier

All products marked as a parcel will be able to be returned by a standard courier,the approximate cost of this will be £7.50 per item. Costs may vary depending on the size of the parcel.

If you need any further product information in order for you to estimate the cost of returning the item, please contact us.

Returns via Pallet or Artic 

All goods marked as 'BIG & HEAVY' will incur a cost of approximately £45 per pallet. Costs may vary depending on where you are sending it from, etc.

If you need any further product information in order for you to estimate the cost of returning the item, please contact us.

Faulty/ Damaged Products

On receipt of the Products, you must check they match your order. If there is any problem, or if they are defective or damaged you must notify us as soon as is reasonably possible. Claims may be reduced or rejected if we have not been given an opportunity to put matters right. You must notify us via our Contact Us page, email customerservices@bso.co.uk or call us on 01295 235536 (lines are open 8 am to 5 pm weekdays) quoting your order number for reference.

Please open each box and check thoroughly for damages. If we are notified within a suitable time frame, we will then organise a replacement and collection. In many situations in which customers have adhered to terms and conditions, yet have received goods that are incorrectly supplied or damaged in transit, Building Supplies Online LTD will replace goods free of charge. 

Please note that in some cases, a courier will refuse to collect, and we will be unable to organise a collection, for example in the case of broken glass or pottery.

Upon signing, responsibility for these products passes on to you, and any risk of damage or loss is assumed by the purchaser. We are not responsible for any goods received or unpacked by anyone other than the purchaser, so please ensure that person is present to check and sign for the goods at the supplied delivery address.

Please do not fit any damaged goods, as we will be unable to replace or refund damaged items which have been installed. If you find your goods are damaged, please get in touch with us and we'll do our best to help. 

All damaged goods, wherever possible, must be returned in their original packaging.

Please be aware that we cannot be held responsible for any loss or damage incurred due to errors made by the purchaser during checkout, for example entering incorrect address details, so please ensure all information is correct before processing your order.

Once you have installed the product we are no longer repsonsible for any damages or faults.

Refunds

Once we have received your return we will inspect the items to ensure they are in a resalable condition, once approved you will receive your refund within 14 days via the payment method you placed the order on (Card, PayPal, BACS).

BUSINESS CUSTOMERS (operating within building / maintenance industry)

Products No Longer Required

Once you have placed your order you will be UNABLE to amend or cancel it.

You have 5 working days to notify us that you no longer require your order, any requests made outside of this will be refused.

If you wish to cancel your order because you no longer require the goods you will be subject to a 25% restocking fee of the total value of the returned goods.

Failed delivery charges will be subject to double the initial delivery cost paid.

Faulty/ Damaged Products

You must notify us of any damages with your delivered product within 48 hours. Replacements for damages or faults reported after this period will be refused.

If you product is faulty NOT damaged you will refer to the Manufacturers Warranty. 

Once you have installed the product we are no longer repsonsible for any damages or faults.

On receipt of the Products, you must check they match your order. If there is any problem, or if they are defective or damaged you must notify us within 48 hours. You must notify us via our Contact Us page, email customerservices@bso.co.uk or call us on 01295 235536 (lines are open 8 am to 5 pm weekdays) quoting your order number for reference.

Refunds

Once we have received your return we will inspect the items to ensure they are in a resalable condition, once approved you will receive your refund within 14 days via the payment method you placed the order on (Card, PayPal, BACS).