Returns

We will support you to return items by coordinating the process with our suppliers, so that you have a single point of contact. For all returns, you will need your MyDIY order number and details of the item(s) concerned.

Return of Faulty or Damaged Items

We will exchange or refund any faulty items or items which were received in a damaged condition if you notify us with 7 days of delivery. We may ask you to supply a photo of the item still in its packaging and damaged. We will collect and replace such items free of charge.

To arrange this, please contact us on customerservice@mydiy.online or call us on 01282 446800.

Return of Unwanted Items

We will accept return of any items that are in a re-sellable condition within 14 days of purchase.

You can arrange collection by emailing us at customerservice@mydiy.online or calling 01282 446800. The return of perishable items (such as plaster or cement) will not be accepted. For a full list of items that cannot be returned please see below.

Please note that this is a chargeable service, with a minimum charge of 15% of the order value. This may increase depending on your location and the product(s) you wish to return. Once the products have been returned to our supplier and verified to be in their original condition, you will be refunded within 7 working days.

Items Which Cannot Be Returned

Products which are personalised, cut, made to measure or mixed to your specific requirements.

Products which are liable to deteriorate or expire rapidly, which includes perishable products such as cement, plaster and renders.

Products which are not suitable for return due to health or hygiene reasons, for example, where you have opened the product packaging after delivery or collection.

Products which become mixed inseparably with other items after delivery or collection, such as sand, renders and aggregates, or situations where products are installed.