Overview

At London DIY Store Ltd, we want our customers to be satisfied with their purchases. This policy explains when returns or refunds may be accepted and the conditions that apply.

Change of Mind Returns (Consumer Rights)

If you are a consumer, you have the right to cancel your order within 14 days of receiving your goods, in accordance with the UK Consumer Contracts Regulations.

To be eligible for a change-of-mind return:

  • Items must be unused

  • In their original packaging

  • In a resalable condition

You must notify us of your intention to return an item before sending it back.

Non-Returnable Items

The following items may not be eligible for return unless faulty:

  • Used tools or equipment

  • Consumables that have been opened or used (e.g. sealants, adhesives, tapes)

  • Items returned incomplete or missing parts

  • Products damaged due to misuse or improper handling

  • Special-order or custom items (where applicable)

This does not affect your statutory rights.

Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact us as soon as reasonably possible after delivery.

When contacting us, please include:

  • Your order number

  • A brief description of the issue

  • Photographic evidence where applicable

We will assess the issue and offer a replacement, repair, or refund in line with your legal rights.

Missing Items

If any items are missing from your order, please contact us promptly with your order details so we can investigate and resolve the issue.

Refund Processing

Once a return or refund is approved:

  • Refunds will be issued to the original payment method

  • Processing times may vary depending on your payment provider

  • Refunds may take several working days to appear in your account

Return Shipping Costs

  • Customers are responsible for return shipping costs for change-of-mind returns

  • We will cover reasonable return shipping costs where items are confirmed to be faulty or incorrect.

Order Cancellations

Order cancellation requests may be accepted before an order has been processed or dispatched.

Once an order has been processed or dispatched, cancellation may no longer be possible.

If you wish to cancel an order, please contact us as soon as possible via the Contact Us page.

Contact Information

For any returns or refund enquiries, please contact us via the Contact Us page. Our team will assist you as soon as possible.