Thames Building Supplies Ltd – Returns & Refunds Policy

Last updated: 09/01/2026

This Returns & Refunds Policy explains how returns, exchanges, and refunds work at Thames Building Supplies Ltd (“Thames”, “we”, “us”, “our”).
This Policy applies to purchases made in-branch, by phone/email, and online (where applicable). It should be read alongside our Terms & Conditions and any product/manufacturer warranty terms.

1) Before you return anything

• Please contact us first so we can confirm whether your item is eligible and advise the quickest way to return it.

• Some goods cannot be returned (see Section 6). Turning up with a soggy bag of cement and a sad story will not improve your chances.

Contact:
Email: info@thamesbuildingsupplies.co.uk | Phone: 020 8550 1178
Returns address / store: Lugg Approach, London, E12 5LN

2) Standard returns window

Business Customers (Trade)

• We accept eligible returns within 28 days of purchase, subject to this Policy and our Terms & Conditions.

Consumers

• We accept eligible returns within 28 days of purchase, subject to this Policy.

• If you bought online or at a distance, you may also have additional cancellation rights under consumer law (see Section 9).

3) What must be provided

To return goods, you must provide:

• proof of purchase (receipt, invoice, or order confirmation), and

• the Goods in a condition that meets the eligibility rules below.

If you cannot provide proof of purchase, we may refuse the return.

4) Condition of goods required for return

Returned goods must be:

• unused and unopened (where applicable),

• clean, dry, and in re-saleable condition,

• returned with all original packaging, labels, and components (where relevant),

• not damaged by poor storage, handling, or exposure to weather.

If goods are not re-saleable, we may refuse the return or offer a partial refund at our discretion.

5) Restocking fee (up to 30%)

• Eligible returns may be subject to a restocking charge of up to 30%.

• The restocking fee reflects handling, checking, repackaging, and administrative costs.

• Any restocking fee (if applicable) will be confirmed when your return is assessed.

6) Items that are not returnable

The following are non-returnable (unless faulty, or unless required by law):

1. Goods sold loose, including loose aggregates, loose items, and goods supplied from open stock.

2. Split packs (e.g., part boxes of fixings, part packs of insulation, part pallets).

3. Individual items taken from a pallet (where the full pallet is not returned in saleable condition).

4. Special Order Goods, including goods sourced specifically for you, made-to-order items, non-stock items ordered in, and bespoke items.

5. Cut-to-size items (e.g., timber cut to length, sheet materials cut, trims cut).

6. Mixed/tinted products (e.g., mixed paint, coloured render, special mixes).

7. Perishable or shelf-life goods (including items affected by time, temperature, or storage).

8. Bagged products exposed to moisture/weather (for example cement, plaster, adhesives, grouts, levellers, lime, and similar), or any bagged goods that are not in clean, dry, saleable condition.

9. Any item that has been installed, used, altered, or cannot be resold for hygiene/safety reasons.

7) Faulty or damaged goods

If you believe goods are faulty, damaged, or incorrect, contact us as soon as possible.

Delivery/collection checks

• If delivered: you should check goods before the driver leaves where practical.

• If collected: you should check goods before leaving our premises.

Claims timeframe (delivery/collection issues)

• Any claim for shortages, wrong items, or visible damage must be reported in writing within two (2) Working Days of delivery/collection.

• Please provide photos and your order/invoice number to help us investigate quickly.

Manufacturer warranties

Some items are covered by manufacturer warranties. Where applicable, we may direct you to the manufacturer process or handle it with you, depending on the product and circumstances.

8) How refunds are processed

• Refunds are issued to the original payment method where possible.

• Refunds are typically processed after goods are inspected and approved.

• Delivery charges are non-refundable unless required by law or where the return is due to our error (e.g., wrong item supplied).

9) Consumer online/distance sales (14-day cancellation rights)

If you are a Consumer and you purchased online or at a distance, you may have the right to cancel your order within 14 days of receiving the goods, unless an exemption applies (including Special Order Goods, cut-to-size goods, mixed/tinted goods, perishable/shelf-life goods).
To cancel, you must notify us clearly in writing. You may be responsible for return shipping costs unless we agree otherwise.

10) Returning goods to us

In-store return

Bring your goods and proof of purchase to: [Address] during opening hours.

Collection from site (if agreed)

If we agree to collect goods from your site:

• a collection charge may apply, and

• you must ensure safe access and the goods are ready for collection.

11) Important notes for heavy/bulk building materials

• Many building materials are stored outdoors or on working sites. If goods have been exposed to weather, contaminated, or cannot be resold, they are not eligible for return.

• For products with batch variation (bricks, blocks, paving, etc.), we recommend ordering sufficient quantity in one go. Returns may be refused if goods are mixed batch, damaged, or not saleable.

12) Governing terms

This Policy forms part of our Terms & Conditions and is governed by the laws of England & Wales.