Returns & Refunds

Find answers to questions about our returns and refunds policy at B&Q.


B&Q credit notes are valid for 12 months. However, if your credit note expired while our stores were temporarily closed last year, you are still able to use it. The manager of your local store will be able to sort this out for you.


You will receive your refund within 14 days from when the goods are returned or, where you have not received the products (and the products have not been dispatched to you) you will receive it within 14 days of notifying us that you wish to cancel your order.

This policy applies to both items sold by B&Q and verified sellers (‘Sold and shipped by [seller name]’) products.


Refunds 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, please get in touch using our Contact Us form.


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.

This policy applies to both items sold by B&Q and verified sellers (‘Sold and shipped by [seller name]’) products 


If your item was sold by B&Q, please contact our Customer Support Team on 0333 014 3098, or use our online Contact Us form available on the Customer Support pages of diy.com.

If your item was sold by a verified seller, please contact the verified seller directly by using the ‘contact seller’ link at the top of emails related to your order or contact our Customer Support Team on 0333 014 3098 (select option 1).


We are really sorry your purchase has arrived below standard. If your item was sold by B&Q, please contact our Customer Support Team on 0333 014 3098, or use our online Contact Us form available on the Customer Support pages of diy.com.

If your item was sold by a verified seller, please contact the verified seller directly by using the ‘contact seller’ link at the top of emails related to your order or contact our Customer Support Team on 0333 014 3098 (select option 1).

Please see our ‘returns & refunds’ page for information on returns & refunds. 


To provide you with the largest range, sometimes products are shipped directly from our suppliers. If your product was sold by B&Q & shipped by a supplier, you can arrange a return from home. Please contact us on 0333 014 3098 or via our Contact Us form and we'll be happy to help.

Note that products sold by B&Q, shipped by suppliers can be returned differently to products sold & shipped by verified sellers.

If your product was sold & shipped by one of our verified sellers, you can arrange a return directly with the verified seller using the ‘contact seller’ link at the top of emails related to your order or contact our Customer Support Team on 0333 014 3098 (select option 1).


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 get in touch using our Contact Us form.


You can return most products apart from the following:

1) Customized/installed items - we are unable to offer refunds for products that have been cut to size, made to measure or mixed to your individual requirements.

2) Perishable products - 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.

3) Gift cards

4) Items for hygienic reasons – e.g. used/open toilet seats/mattresses

5) Items containing petrol or any kind of combustible material (e.g. a lawn mower). Please empty any product of such material before returning.

This policy applies to both products sold by B&Q and products sold by our verified sellers (‘Sold and shipped by [seller name]’ products).


For B&Q products (excluding items sold by verified sellers), you can return these in store (apart from those non-returnable items mentioned above: customized/installed items, perishable products, gift cards, Items for hygienic reasons – e.g. used/open toilet seats/mattresses, or items containing combustible material).

For items sold by verified sellers (flagged as ‘Sold and shipped by [seller name]’ on diy.com), you can arrange a convenient collection directly from your home with the seller directly by clicking the ‘Contact Seller’ button at the top of emails related to your order.

You can return any home delivered product (apart from those non-returnable items mentioned above) from home.

Contact us on 0333 014 3098 and we will help you with next steps. This policy applies to items sold by B&Q and verified sellers (‘Sold and shipped by [seller name]’) products.


For products purchased from B&Q, there is no charge for returning products to your local B&Q store. If a product is eligible for home collection, we may charge a fee for this service that will vary, but will not exceed £50. For products sold by verified sellers (‘Sold and shipped by [seller name]’) there is no charge for returns from home or in store.

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.


For items sold by B&Q and verified sellers - you will not need to print a label when returning the product, but we do ask you return the product in its original packaging including any delivery packaging .


We will try our best to accommodate your return in store. For both items sold by B&Q and verified sellers, we do not need the products to be labelled for return.


For items sold by both verified sellers or B&Q, (flagged with ‘Sold and shipped by [seller name]’), the refund timeline will be the same regardless of whether you return the item in store or from home. The refund will be processed to your original payment method within 14 days of the goods being returned. We will not be able to give you cash or exchange the product for another one if you return the verified seller product in one of our stores.


A product sold by B&Q (for home delivery, in-store or for click + collect) can be exchanged in-store by bringing your receipt, order confirmation email or sales invoice with you within our returns window. Products bought from verified sellers cannot be exchanged, only refunded.