Are you extending credit notes?
Credit notes are valid for 12 months. However, if your credit note expired while our stores were temporarily closed, you are still able to use it. The manager of your local store will be able to sort this out for you.
When will I get a refund?
We will refund you within 14 days. The refund will go back to the payment method you used when making your purchase.
Why can't I see the refund on my bank statement?
Refunds are sneaky things and can show up in a couple of places. Normally it shows on the day of refund confirmation by us. If it’s not there, try looking back to the date when you bought the items – some banks now highlight the refund credit against the initial debit date (or up to 7 days after this date depending on your bank’s processing time). If you still can’t see it, give us a call.
What if my product is faulty and I have already filled it with fuel?
For safety reasons, we cannot accept petrol powered items or any other products that use flammable liquids with the fuel still in it. This would include items such as lawn mowers, leaf blowers, patio heaters and any other items that use flammable liquids. Please empty the product before returning it to your local store.
What should I do if I’ve already used or installed something which has developed a fault?
Please return the faulty item to a B&Q store with all the components so that we can advise on the next steps. For your convenience, if the product has already been installed, please call our contact centre on 1800 946 327 and we’ll see if we can resolve the issue without the need to remove the product.
What do I do if I receive a faulty, missing or wrong item?
We’re really sorry about that. Please return it to your local store or give us a call at our contact centre on 1800 946 327.
My product came direct from a supplier, how do I return it?
As your product came direct from one of our vendors, you might find it more convenient to call them directly. Please call our contact centre on 1800 946 327 who will be happy to assist.
Can I cancel my home delivery order?
Read the answer on our Home Delivery FAQs topic page here.
I can’t return my product because of current restrictions, what should I do?
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.