J R Building Supplies Ltd
Last Updated: November 2025
1. Your Cancellation Rights
1.1 Consumer Rights
If you are a consumer (purchasing for personal use, not business), you have the right to cancel your order under the Consumer Contracts Regulations 2013.
Cooling-Off Period:
- You have 14 days from the date you receive the products to cancel your order for any reason
- You do not need to provide a reason for cancellation
- This applies to online and telephone orders
How to Cancel:
- Email us at hello@jrbuildingsupplies.co.uk
- Clearly state your intention to cancel and provide your order number
- You may use our cancellation form (available on request)
1.2 Business Customers
If you are purchasing for business purposes, the 14-day cooling-off period does not apply. Please contact us to discuss cancellation options.
2. Cancelling Before Delivery/Collection
2.1. You may cancel your order before dispatch or collection by contacting us at hello@jrbuildingsupplies.co.uk.
2.2. If your order has not been dispatched or prepared for collection:
- Full refund will be issued
- Refund will be processed within 5 working days
2.3. If your order has been dispatched but not yet delivered:
- You may refuse delivery and we will issue a full refund once products are returned to us
- Alternatively, you may follow the Returns Procedure (Section 4)
2.4. If products have been custom-cut, made-to-order, or specially ordered for you, cancellation may not be possible. We will assess on a case-by-case basis.
3. Cancelling After Delivery/Collection
3.1. For consumer customers exercising their 14-day cancellation right:
- Products must be returned in their original, unused condition
- Products must be in original packaging where possible
- You are responsible for the cost of returning products unless they are faulty or incorrectly supplied
- We recommend using a tracked delivery service
3.2. Products that cannot be returned under the 14-day right:
- Custom-cut materials (timber, sheet materials cut to size)
- Made-to-order items
- Perishable goods
- Products that have been opened, used, or installed
- Mixed materials (e.g., paint that has been opened or mixed)
4. Returns Procedure
Step 1: Contact Us
- Email hello@jrbuildingsupplies.co.uk within 14 days of receipt
- Provide your order number, details of products to return, and reason for return
Step 2: Authorization
- We will provide a Returns Authorization Number
- Do not return products without authorization
Step 3: Return Products
- Package products securely in original packaging
- Include Returns Authorization Number
- Send to: J R Building Supplies Ltd, 7 Adderley Avenue, Nuneaton, Warwickshire, CV10 0FB
- You are responsible for return shipping costs unless products are faulty or incorrectly supplied
Step 4: Inspection
- We will inspect returned products within 5 working days
- Products must be in original, resaleable condition
Step 5: Refund
- Refund will be processed within 14 days of receiving your return
- Refund will be issued to the original payment method
5. Faulty or Damaged Products
5.1. Reporting Faults:
- Inspect products upon delivery
- Report damage or defects within 24 hours by emailing hello@jrbuildingsupplies.co.uk
- Provide photos of damage including packaging
5.2. Our Response:
- We will arrange collection of faulty/damaged products at no cost to you
- You will receive a replacement or full refund (including delivery costs)
- We will process your claim within 5 working days
5.3. Manufacturing Defects:
- Products found to have manufacturing defects will be replaced or refunded
- This applies within a reasonable time after purchase
- You must provide proof of purchase
6. Wrong or Incomplete Orders
6.1. If we deliver incorrect products or your order is incomplete:
- Contact us within 24 hours at hello@jrbuildingsupplies.co.uk
- Provide your order number and details of the issue
- We will arrange collection and send correct items at no additional cost
- If you prefer, we can issue a full refund
7. Refund Process
7.1. Refund Timeframe:
- Refunds are processed within 14 days of receiving returned products or agreeing to a refund for damaged/faulty goods
- It may take 5-10 working days for refunds to appear in your account depending on your bank
7.2. Refund Method:
- Refunds are issued via bank transfer to the account from which payment was received
- For trade account purchases, credit will be applied to your account
7.3. Delivery Charges:
- Delivery charges are refunded if products are faulty, damaged, or incorrectly supplied
- For consumer cancellations under the 14-day right, standard delivery charges are refunded, but express or premium delivery charges are not
7.4. Partial Refunds:
- If returned products are not in original condition due to customer handling beyond what’s necessary to inspect them, we may issue a partial refund
8. Restocking Fee
8.1. For certain products returned in accordance with the 14-day cancellation right, a restocking fee of up to 20% may apply if:
- Products have been opened or removed from packaging unnecessarily
- Products cannot be resold as new due to customer handling
- Products require repackaging or inspection
8.2. No restocking fee applies if products are faulty, damaged, or incorrectly supplied.
9. Non-Returnable Items
The following items cannot be returned unless faulty:
- Custom-cut materials (timber, sheet materials, glass cut to specific dimensions)
- Special-order items not held in regular stock
- Opened paint, adhesives, or mixed materials
- Electrical items that have been installed or used
- Perishable materials (certain chemicals with limited shelf life)
- Hygiene products that have been opened
10. Collection Returns
10.1. If you collected products from our depot:
- You may return them to our depot during business hours
- Bring proof of purchase and Returns Authorization Number
- Returns must be within 14 days for consumer customers
11. Damaged in Transit
11.1. If products are damaged in transit:
- Do not refuse delivery, but note the damage on the delivery note
- Take photos of damage and packaging
- Contact us within 24 hours
- We will arrange collection and replacement or refund
12. Trade Account Returns
12.1. Trade account customers should refer to their specific account terms for returns procedures.
12.2. Generally, returns are accepted within 7 days with prior authorization and in resaleable condition.
12.3. Restocking fees may apply for trade returns.
13. Fair Use
13.1. We reserve the right to refuse returns or refunds if we believe there is abuse of our returns policy, including:
- Excessive returns
- Products showing signs of use beyond inspection
- Suspected fraudulent activity
14. Legal Rights
14.1. This policy does not affect your statutory rights under UK consumer protection law.
14.2. Under the Consumer Rights Act 2015:
- Products must be as described, fit for purpose, and of satisfactory quality
- If products are faulty, you can request repair, replacement, or refund
- Digital content must be of satisfactory quality
15. Complaints
If you are not satisfied with how we handle your return or refund:
- Contact our customer service team at hello@jrbuildingsupplies.co.uk
- We will investigate and respond within 10 working days
- If you remain unsatisfied, you may refer the matter to Trading Standards or use Alternative Dispute Resolution
16. Contact Us
For returns and refunds enquiries:
J R Building Supplies Ltd 7 Adderley Avenue Nuneaton, Warwickshire CV10 0FB United Kingdom Registered in England No: 16384516
Email: hello@jrbuildingsupplies.co.uk Phone: +44 123456789
Business Hours: Monday to Friday: 7:30 AM – 5:00 PM Saturday: 8:00 AM – 1:00 PM Sunday: Closed