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.
Standard UK mainland delivery is free on qualifying orders over £75 where applicable. Products fulfilled by our supplier partners may have different delivery charges and free-delivery thresholds, as shown at checkout and in the Partner Deliveries table below.
We aim to dispatch stocked items ordered before 3pm on the same working day, with most stocked items delivered the next working day. Orders placed after 3pm, at weekends or on bank holidays will normally be processed on the next working day.
Delivery timeframes are estimates only and are not guaranteed unless expressly agreed in writing. Delays may occasionally occur due to circumstances outside our reasonable control, including courier or supplier delays, adverse weather, traffic disruption, stock availability or operational issues.
DIY Refurb supplies products both directly and through approved third-party supplier partners. Some products may therefore be dispatched separately or delivered directly by the supplier and may have different dispatch times, delivery methods, courier services and delivery charges.
Where products are fulfilled by third-party suppliers, delivery estimates are provided in good faith based on information supplied by those partners and may be subject to change. The applicable delivery charge and estimated delivery information will be shown at checkout.
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
Under the Consumer Contracts Regulations 2013, customers have the right to cancel eligible online purchases within 14 days of receiving the goods.
The 14-day cancellation period starts the day after the goods are received, not from the date the order was placed or dispatched. You must notify DIY Refurb that you wish to cancel within this period. Once you have notified us of your cancellation within the 14-day period, you then have a further 14 days to return the goods.
Where an order contains multiple goods delivered on different days, the cancellation period normally runs from the day after the final item is received.
This right applies to eligible change-of-mind cancellations and is subject to the exclusions and return conditions set out below. Your statutory rights in relation to faulty, damaged, incorrect or misdescribed goods are not affected.
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;
- Bagged powdered products where the relevant product page clearly states that the item is non-returnable.
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, simply start a chat with our AI Assistant and let us know you'd like to return an item. The AI can help answer many returns questions and guide you through the process. If your request needs a member of our team, simply ask to speak to a human and we'll respond as soon as one becomes available.
Alternatively, you can email us at sales@diyrefurb.co.uk.
Once your return request has been approved, we'll provide full instructions on how to return your item(s).
RETURN ADDRESS
DIY Refurb
Unit 31 Hilton Industrial Estate
Sutton Lane
Hilton
Derbyshire
DE65 5FE
REFUNDS
Once returned goods have been received and, where applicable, inspected, we will process any refund due without undue delay and no later than 14 days after receiving the returned goods or evidence that they have been sent back, where required by law.
Refunds will normally be made to the original payment method. Once processed, it may take additional time for your bank or payment provider to show the funds in your account.
For supplier-fulfilled orders, returned goods may need to be received and inspected by the relevant supplier before the return can be confirmed.
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.
Partner Deliveries
Orders may be split delivered from partner retailers
| Company | Standard / Economy Shipping | Express Shipping | Free Delivery Threshold |
|---|---|---|---|
| Mstore | £3.95 | £5.95 | £50+ |
| Dandy’s | £19.95 | £27.95–£60 | — |
| Best Ideas UK | £2.99 | — | £20+ |
| Genie Clean | £4.29 | — | — |
| Workwear Nation | £4.25 | — | — |
| Ballistol | £3.99 | — | — |
| 4Less Group | £6.50 | — | £300+ |
| Equip2Clean | £4.95 | £5.95 | — |
| Best4TradeRetail | £4.79 | — | — |
| Rhinobuild | £6.00 | £10.00 | £60+ |
| Oz Overboots | £3.50 | — | — |
| GoPoxy | £5.95 | £9.95 | — |
| Senelux | Free | — | All orders |
| Keyblades & Fixings | £3.99 | — | £50+ |
| Big Boots | Free | — | All orders |
| Genie Clean | £4.29 | — | — |
| TradeCoatings | £6.00 | £10.00 - £20 | — |
| Protek | £4.99 | — | £35+ |
