DELIVERY
DIY Refurb works with a network of manufacturers, distributors, and supplier partners. As delivery costs vary depending on the products ordered, delivery location, supplier fulfilment arrangements, and courier requirements, all applicable delivery charges are calculated and displayed at checkout before an order is placed.
Where available, UK mainland orders meeting the qualifying threshold displayed at checkout may be eligible for free delivery. Free delivery eligibility, thresholds, and exclusions may vary depending on the products ordered and the supplier fulfilling the order.
Delivery timeframes shown on our website are estimates only and are not guaranteed unless expressly agreed in writing. Whilst we aim to dispatch stocked items promptly, delays may occasionally occur due to circumstances outside of our reasonable control including, but not limited to, courier delays, supplier delays, adverse weather, traffic disruption, stock availability, or operational issues.
DIY Refurb supplies products both directly and via approved third-party supplier partners. Certain products may therefore be dispatched separately, delivered directly by the supplier, or subject to different lead times, delivery methods, and courier services.
Where products are fulfilled by third-party suppliers, delivery estimates are provided in good faith based on information supplied to us by those partners and may be subject to change without notice.
Customers are responsible for ensuring that:
• The delivery address is accurate;
• Suitable access is available for delivery vehicles;
• Someone is available to accept delivery where required.
Failed deliveries caused by customer unavailability, restricted access, incorrect delivery details, refusal of delivery, or any other circumstance outside our control may result in additional delivery, storage, or re-delivery charges.
DIY Refurb shall not be liable for any indirect or consequential losses arising from delayed delivery or non-delivery including, but not limited to:
• Contractor or labour costs;
• Postponed installations or works;
• Business interruption;
• Accommodation expenses;
• Loss of profits;
• Loss of opportunity.
Nothing in these Terms & Conditions excludes or limits any liability which cannot lawfully be excluded or limited under applicable law.
For deliveries to the following areas, please contact us before placing your order, as additional delivery charges may apply and some locations may not be serviceable:
• Northern Ireland
• Isle of Wight
• Isle of Man
• Isles of Scilly
• Scottish Highlands & Islands
• Channel Islands
Subject to additional delivery charges.
Unfortunately, we are unable to offer delivery to BFPO addresses.
DAMAGED, MISSING OR INCORRECT ITEMS
Customers should inspect all goods as soon as reasonably possible following delivery.
Any visible damage, shortages, incorrect items, or delivery-related issues should be reported to DIY Refurb within 48 hours of receipt, together with supporting photographs where applicable.
Prompt notification allows us to investigate issues efficiently and, where appropriate, raise claims with suppliers and delivery partners within their required reporting periods.
Failure to report visible damage, shortages, incorrect items, or delivery-related issues within this timeframe may affect our ability to investigate the matter and recover costs from suppliers or couriers.
Customers should not install, use, alter, cut, treat, or otherwise modify products they believe to be damaged, defective, incorrect, or incomplete.
Installation, use, alteration, cutting, treatment, or modification of products may affect our ability to investigate claims relating to visible damage, shortages, incorrect items, or delivery-related issues.
Nothing in this section affects a consumer's statutory rights in relation to goods that are faulty, not of satisfactory quality, not fit for purpose, or not as described under the Consumer Rights Act 2015.
RETURNS & CANCELLATIONS
Consumers have the right to cancel eligible orders under the Consumer Contracts Regulations 2013 within 14 days of receiving the goods.
To exercise your right to cancel, you must notify us in writing within the cancellation period.
Returned goods must:
• Be complete;
• Be returned with all accessories, components, manuals, and packaging where reasonably available;
• Not have been installed, cut, treated, modified, or damaged after delivery.
Unless goods are faulty, damaged, incorrectly supplied, or cancelled under your statutory rights, customers are responsible for return costs.
DIY Refurb may either:
• Request customers return goods directly to the relevant supplier or warehouse; or
• Arrange collection on the customer's behalf, with collection charges deducted from the refund where permitted by law.
Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, and functioning, we reserve the right to make a deduction from any refund to reflect any reduction in value, in accordance with the Consumer Contracts Regulations 2013.
Where a consumer exercises their statutory right to cancel, we will refund the standard outbound delivery cost originally paid, where required by law. Any premium delivery upgrades selected by the customer are non-refundable.
Certain products may be non-returnable including:
• Bespoke or made-to-order products;
• Special-order items;
• Products cut or manufactured to customer specification;
• Installed or partially installed products;
• Clearance or non-returnable items clearly identified before purchase;
• Opened bags of powdered products where storage conditions, contamination, moisture ingress, or product integrity can no longer be verified.
THIRD-PARTY SUPPLIER PRODUCTS
DIY Refurb works with selected manufacturers, distributors, and third-party fulfilment partners.
Products supplied directly by these partners may be subject to:
• Separate delivery schedules;
• Supplier-specific courier services;
• Supplier-specific return requirements;
• Different packaging and dispatch methods.
Where products are fulfilled directly by a supplier, additional supplier inspection, collection, returns, and refund procedures may apply.
Some suppliers may:
• Charge collection fees;
• Apply restocking charges where legally permitted;
• Refuse returns of bespoke or special-order items;
• Require photographic evidence before approving claims or returns.
Refunds for supplier-fulfilled orders may only be processed once returned goods have been inspected and accepted by the relevant supplier.
Nothing within any supplier-specific process affects your statutory rights or DIY Refurb's responsibilities as the retailer.
HOW TO ARRANGE A RETURN
To arrange a return, please contact us:
Phone: 0800 111 4898
Email: customerservices@diyrefurb.co.uk
Once your request has been received, we will provide instructions on how to return the item(s).
RETURN ADDRESS
DIY Refurb
Unit 31 Hilton Industrial Estate
Sutton Lane
Hilton
Derbyshire
DE65 5FE
FAULTY GOODS
Nothing within these Terms & Conditions affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.
If goods are faulty, damaged, not of satisfactory quality, not fit for purpose, or not as described, customers should contact us as soon as reasonably possible with full details and supporting photographs where available.
Depending on the circumstances, we may request further information, inspect the goods, arrange collection, or require the goods to be returned for assessment before determining the appropriate remedy.
Where appropriate, we may offer:
• A replacement;
• A refund; or
• An exchange,
in accordance with applicable consumer law.
GENERAL LIABILITY
To the fullest extent permitted by law, DIY Refurb shall not be liable for any indirect, incidental, special, or consequential losses arising from the supply, delay, use, or inability to use any products purchased from us.
Our total liability relating to any order shall not exceed the total purchase price paid for the goods in question, except where such limitation would be unlawful.
Nothing in these Terms & Conditions is intended to exclude, restrict, or affect any rights available to consumers under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, or any other applicable consumer protection legislation.
