Refund policy

JJ Building Materials – Returns, Refunds & Cancellation Policy

At JJ Building Materials, we aim to provide a clear, fair and legally compliant returns process. Nothing in this policy affects your statutory rights.

1. Change-of-Mind Returns (14-Day Right to Cancel)

If you are a consumer, you have the right to cancel your order within 14 days from the date you receive your goods.

To start a cancellation or return, you must email info@jjbuildingmaterials.co.uk within 14 days of delivery.

Return Conditions

Returned goods must be:

  • Unopened and unused
  • In original packaging
  • In full resalable condition

You must arrange and pay for the return of unwanted goods. We do not offer collection services for change-of-mind returns.

Handling & Processing Deduction (25%)

A 25% Handling & Processing Deduction is applied to all change-of-mind returns.
This covers inspection, repackaging, administration and processing work required to return goods to stock.

This deduction does not apply to faulty or misdescribed products.

Refund of Original Delivery Charges

If you cancel within 14 days, we will refund your standard delivery cost as required by law.
Premium or upgraded delivery services are non-refundable.

2. Items That Cannot Be Returned (Unless Faulty)

The following items cannot be returned if they are simply unwanted:

  • Goods installed or attempted to be installed
  • Made-to-measure or bespoke products
  • Clearance, reclaimed or end-of-line stock

If unsure, do not open the packaging until you have checked with us.

3. Return Authorisation Required

All returns must be pre-approved.

  1. Email info@jjbuildingmaterials.co.uk to request a returns form.
  2. Once approved, we will provide the form and the return address.
  3. Do not send items back, arrange your own courier or deliver items to a branch without an authorised returns form.
  4. Goods must be securely packaged to avoid damage in transit, as damage may reduce or void your refund.

Unauthorised returns cannot be processed.

4. Cancelling an Order Before Dispatch

If your order has not yet been dispatched by us or our suppliers, you may cancel it for a full refund, including standard delivery charges.

Email info@jjbuildingmaterials.co.uk immediately to request cancellation.

Once dispatched, the change-of-mind return procedure applies.

5. Faulty or Damaged Goods

Under UK law, you are entitled to goods that are:

  • Of satisfactory quality
  • Fit for purpose
  • As described

If items arrive damaged or faulty, report this to us within 3 working days by emailing info@jjbuildingmaterials.co.uk.

Please include:

  • Your order number
  • Photos clearly showing the damage or fault
  • The quantity affected

We will review your evidence and offer the appropriate remedy, such as a repair, replacement, partial refund, or full refund depending on the situation.

No deductions are applied to returns involving faulty or misdescribed goods.

6. Tile and Brick Deliveries – Damage and Batch Variation

Damage on Small Tile or Accessory Orders

For small pallet deliveries:

  • Individual replacements cannot be sent due to high breakage risk.
  • We recommend ordering 10% extra for natural wastage.
  • If more than 10% of the order is damaged, we will refund the damaged portion upon receiving photographic evidence.

This does not affect your statutory rights.

7. Brick and Tile Colour Matching

Bricks and tiles are natural or batch-produced products. As a result, variations in colour, texture and finish are normal and unavoidable.

Please note:

  • Exact colour matching cannot be guaranteed, even for products with the same name or code.
  • Colour differences may occur due to manufacturing processes, firing temperatures or batch changes.
  • Images on our website may appear slightly different due to lighting, screen settings or photography limitations.
  • For best consistency, order all required quantities for a project in a single batch.
  • If colour matching is critical, we advise checking with us before placing your order.

Colour variation is not considered a fault unless the product significantly departs from its description or stated specifications.

8. Important Customer Advice

  • Inspect goods upon delivery.
  • Do not install items until you are satisfied they are correct and undamaged.
  • Installing goods may be treated as acceptance and can affect return eligibility for unwanted items.

Your statutory rights always take precedence.

9. Contact Information

For all returns, cancellations, damage reports or product concerns, please contact:

info@jjbuildingmaterials.co.uk

We aim to respond within 1–2 working days.