Returns & Refunds Policy — Joe’s Building Supplies
Last updated: 19th April 2026
This Returns & Refunds Policy explains how returns, cancellations, and refunds are handled when purchasing breathable membranes and other building materials from Joe’s Building Supplies (“we”, “us”, “our”).
This Policy applies to orders placed through our website by both consumer and business customers.
1. Your Right to Cancel (Consumers Only)
If you are a consumer (not buying on behalf of a business), you have the right to cancel your order under the Consumer Contracts Regulations 2013.
You may cancel your order within 14 days of receiving the goods, unless the goods fall into one of the exceptions listed in Section 2.
To cancel, you must notify us in writing at:
2. Items That Cannot Be Returned
The following items are non‑returnable unless faulty:
Products cut to size, custom‑cut, or made to order
Opened rolls of breathable membrane or insulation
Goods that have been installed, used, or altered
Sealed items that cannot be returned for hygiene or protection reasons once opened
Clearance or end‑of‑line items marked as non‑returnable
If you are unsure whether your item qualifies, contact us before ordering.
3. Condition of Returned Goods
To qualify for a refund:
Goods must be unused, unopened, and in resalable condition
Packaging must be intact and suitable for transport
Returns must include all accessories, fixings, and documentation
We reserve the right to refuse a refund or apply a deduction if goods are returned damaged or not in resalable condition.
4. Returns Process
If your return is accepted:
We will provide return instructions and the return address.
You are responsible for arranging and paying for return shipping unless the item is faulty.
Goods must be returned within 14 days of notifying us.
Once received and inspected, we will process your refund within 14 days.
We recommend using a tracked courier service for your protection.
5. Returns for Business Customers (Trade Orders)
For business customers, returns for non‑faulty goods are not automatically accepted.
Where we agree to accept a return:
Goods must be unused and in resalable condition
You are responsible for return shipping
A restocking fee may apply (typically 10–25%, depending on the product type and supplier terms)
Trade customers do not have cancellation rights under consumer legislation.
6. Damaged or Faulty Goods
We take great care in packaging and shipping building materials, but damage can occur during transit.
You must:
Inspect goods upon delivery
Report any damage, defects, or shortages within 48 hours
Provide photos of the issue and packaging where possible
If goods are confirmed to be faulty or damaged, we will:
Replace the item, or
Offer a refund, or
Provide another suitable remedy in line with your statutory rights
We may arrange collection of faulty goods at our cost.
7. Incorrect Items Received
If you receive the wrong item:
Notify us within 48 hours
Do not open or use the item
We will arrange collection and send the correct product as quickly as possible
8. Refunds
Refunds are issued to the original payment method only.
Refunds may be reduced if:
Returned goods are damaged
Packaging is missing
Goods show signs of use
A restocking fee applies (trade customers only)
Delivery charges:
Standard delivery charges are refunded for consumer cancellations
Express or premium delivery charges are not refundable
Delivery charges are refunded in full if the goods are faulty or incorrect
9. Collections for Large or Palletised Goods
For bulky or palletised items (e.g., insulation packs, large membrane rolls):
Returns may require pallet collection
Collection fees may apply unless the goods are faulty
Goods must be securely wrapped and accessible for collection
10. Contact Us
For returns, cancellations, or questions, contact:
Joe’s Building Supplies
Email:
Phone:
Address:
4th Floor
18 St Cross Street
London
EC18 8UN
