We remain open and here to help. Customer and colleague safety remains our priority. Whether shopping in-store or online, we urge you to follow the Government’s social distancing guidelines and to shop responsibly only for what is necessary. 

Returns & Refunds

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


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.


We will refund you within 14 days. The refund will go back to the payment method you used when placing your order.


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.


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.


Please return the faulty item to a B&Q or GoodHome 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 0333 014 3098 and we’ll see if we can resolve the issue without the need to remove the product.


We’re really sorry about that. Please return it to your local store or give us a call at our contact centre on 0333 014 3098.


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 0333 014 3098 who will be happy to assist.


Read the answer on our Home Delivery FAQs topic page here.


Read the answer on our Click + Collect FAQs topic page here.


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.