Returns & Refunds

If you change your mind, you can return your B&Q purchase to us, in it's 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.

If you’re unable to return your product because of the current restrictions we will accept a late return providing that the product meets all of the other terms of our returns policy, including proof of purchase requirements. If you have any questions please contact our customer support team.

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 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. 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.

In store purchases and Click + Collect

For products purchased in B&Q stores and via Click + Collect, simply return the item to your chosen store. You’ll need your receipt, sales advice or order confirmation and your original payment method, and we can exchange the product or issue a refund. For Click + Collect you will also need to bring valid identification.

Products purchased on diy.com

On diy.com you can buy products from B&Q or from Verified Sellers.

Products bought from B&Q:

Products bought from B&Q are labelled “sold and shipped by B&Q” on diy.com and on your order confirmation. If you need to return a product that was sold and shipped by B&Q, you can return it to any B&Q store. You’ll need your order confirmation or sales advice and your original payment method, and we can exchange the product or issue a refund. If you can’t get to store, you can contact 0333 014 3357 or email us at home.delivery@b-and-q.co.uk to discuss your options. This may include arranging a collection from your home which may incur a collection charge up to £50.00.

Products bought from B&Q verified sellers:

Products bought from B&Q verified sellers are labelled “sold and shipped by B&Q verified sellers” on diy.com and on your order confirmation. If you choose to return a product that is sold by a B&Q verified seller, you can arrange a convenient collection directly with the seller using the ‘Contact Seller’ link in the email relating to your order or by calling us on 0333 014 3098 (select option 1).

If you return a product bought from a B&Q verified seller via a B&Q store, it is important to bring your product packaged ready for shipping. The store colleague will label your package and arrange the return of the product to the B&Q verified seller. You’ll need your order confirmation or sales advice and your original payment method. A refund will be issued once the B&Q verified seller has validated your return. Please note that products bought from B&Q verified sellers cannot be exchanged in B&Q stores. There are limits on what products bought from B&Q verified sellers can be returned in-store. Large / bulky products, returns containing broken glass and products containing lithium-ion batteries cannot be returned in store.

Faulty products

If a product you purchase is faulty, you may be offered a repair, exchange or refund as appropriate in accordance with your consumer rights.

For products bought from B&Q you can return faulty products to any B&Q store.

Alternatively, you can contact us on 0333 014 3357. You will need your proof of purchase when returning a faulty product and the original payment method for the processing of any associated refund.

For products bought from B&Q verified sellers: contact the seller directly using the ‘Contact Seller’ link in the email relating to your order or by calling us on 0333 014 3098 (select option 1) to discuss your options.

If you agree with the Verified Seller to return a faulty product via a B&Q store, it is important to bring your product packaged ready for shipping to the Verified Seller. The store colleague will label your package and arrange the return of the faulty product to the Verified Seller. You’ll need your order confirmation and your original payment method, and your refund will be issued within 14 days.

YOUR STATUTORY RIGHTS ARE NOT AFFECTED

For our full Terms and Conditions please visit our Terms & Conditions page.