B&Q Return Policy : 90-Day Returns: Refunds Made Simple

Bought paint in the wrong shade? Ordered a wardrobe that doesn’t quite fit? The good news is that B&Q has a
90-day return window for most products, as long as they’re in their original condition and you have proof of purchase.

The details change slightly depending on whether you bought in store, online, or from a B&Q Verified Seller,
so this guide breaks it all down in plain English.

Key Points at a Glance

Change of mind: You can return most items within 90 days in original condition.
Proof of purchase needed: Receipt, order confirmation, or sales invoice.
Where to return: Most items can go back to any B&Q store.
Home collection: Possible for online orders; a collection fee of up to £50 may apply for standard B&Q items.
Verified Sellers: Marketplace items often need to be returned via the seller, not just B&Q alone.
Exceptions: No change-of-mind return on made-to-measure, cut-to-size, custom-mixed paint, or perishable items like plants and turf.
Faulty goods: B&Q can arrange a repair, replacement, or refund, depending on the issue.

The 90-Day Change-of-Mind Returns Policy

B&Q’s core promise is simple: if you change your mind, you can return your purchase in its original condition
within 90 days and get a refund or exchange.

To use this 90-day policy, your item should:

Be in original condition – clean, unused and re-sellable.
Include all parts, fittings, accessories and manuals.
Be in its original packaging where possible.
Be backed up with proof of purchase:
- Receipt, or
- Order confirmation email, or
- Sales invoice.

In-Store Purchases & Click + Collect

If you bought in a B&Q store or used Click + Collect, the process is very straightforward.

You can return items within 90 days of purchase or collection.
Take the item to any B&Q store in the UK.
Bring:
- Your receipt, sales advice or order confirmation, and
- Your original payment method (the same card, for example).
- Valid ID if you’re returning a Click + Collect order.

As long as the product is in original condition and isn’t in one of the excluded categories, B&Q will offer:

a refund to your original payment method, or
an exchange for another product.

There’s no fee for returning items to a B&Q store.

Online Orders Sold & Shipped by B&Q

Products bought on diy.com and labelled “Sold and shipped by B&Q” follow similar rules.

You can:

Return them to any B&Q store within 90 days, or
Contact B&Q to see if a home collection can be arranged.

Returning Online Orders to a Store

Bring:
- Your order confirmation or sales advice.
- Your original payment card.
Hand the item over at the customer service desk.
Staff will check the condition and process a refund or exchange.

Arranging Home Collection

If you can’t get to a store, contact B&Q by phone or email (details are on the returns page).
B&Q may be able to arrange a home collection for you.
For standard change-of-mind returns, a may apply, depending on the product.
Make sure the item is securely packaged and ready for collection.

For faulty or incorrect items, collection is usually organised without you having to pay that fee, provided B&Q agrees the item is faulty or wrong.

Products Sold & Shipped by B&Q, but Delivered by a Supplier

Some large or specialist products are sold by B&Q but shipped directly from a supplier.

They are still covered by the 90-day change-of-mind window (if in original condition).
Returns are normally arranged from home rather than via store.
You’ll need to contact B&Q customer support so they can arrange collection with the supplier.

The returns page and FAQs make it clear that these “sold by B&Q, shipped by supplier” items can work slightly differently
from store stock, so it’s always worth checking your order emails and then contacting support for the next steps.

Marketplace & B&Q Verified Seller Returns

B&Q also runs a marketplace where Verified Sellers sell products via diy.com. These are clearly marked as:

“Sold and shipped by [Seller Name] (a B&Q Verified Seller)”

For these items, the returns process is a little different.

How to Return a Verified Seller Product

Use the “Contact Seller” link in:
- Your order confirmation email, or
- The “My Orders” section of your B&Q account.
Arrange the return directly with the seller.
The seller will confirm:
- Whether you can return via a B&Q store, or
- Whether the product must go back directly to them from your home.

When You Can’t Return a Verified Seller Item in Store

Some marketplace items are too large, heavy or risky to handle through B&Q stores. These typically can’t be returned in store if they:

Are larger than 100 x 70 x 60cm (including packaging), or
Weigh more than 30kg, or
Contain lithium, glass, ceramics, liquids, chemicals or plants, or
Are made-to-order or custom mixed.

For eligible items that can be returned in store:

Bring the product packaged and ready for shipping.
A B&Q colleague will label it and send it back to the seller.
You must have your order confirmation and the original payment method with you.
The seller validates the return, then a refund is issued (usually within about 14 days of validation).

Note that products bought from B&Q Verified Sellers can’t be exchanged in B&Q stores – they can only be refunded.

If you change your mind about a heavy verified-seller item that weighs over 30kg, the seller may charge a return fee (up to around
£50) which is deducted from your refund.

What You Can’t Return Just Because You Changed Your Mind

Even under the generous 90-day policy, there are some clear exceptions where B&Q won’t offer a refund or exchange unless the
item is faulty or was sent incorrectly.

Cut-to-size products: e.g. timber cut down, worktops cut to length.
Made-to-measure items: items made to your exact measurements, such as certain blinds, doors or bespoke furniture.
Mixed-to-order products: paint that’s been custom mixed to your colour, or other products mixed to your specification.
Health or hygiene-sensitive products where the packaging has been opened after delivery or collection.
Perishable goods: products likely to deteriorate or expire quickly, such as plants and turf, unless they are faulty or incorrectly delivered.

For these items, returns are normally only accepted if there is a genuine fault or if you were sent the wrong product.

Gift Cards & Refunds

Gift cards have their own rules:

The value on a B&Q gift card can’t be exchanged for cash or refunded.
If B&Q agrees to refund a purchase that was paid for using a gift card, the amount that came from the gift card is usually
returned as a credit note or new gift card for use in B&Q stores.

It’s worth keeping your gift card details safe and treating them like cash, as lost or stolen cards generally can’t be replaced.

Faulty, Damaged or Not-as-Described Items

The 90-day rule is mainly for change-of-mind returns. If your item is faulty, damaged or not as described,
B&Q’s returns page and general UK consumer law give you stronger protection.

Faulty Products Sold by B&Q

You can return faulty products to any B&Q store, or
Call B&Q with your proof of purchase to discuss repair, replacement or refund.
B&Q will usually:
- Offer a repair, or
- Provide a replacement, or
- Give a refund if repair or replacement aren’t appropriate.

Under UK law, if a fault appears within a short period after purchase (often treated as up to 30 days), you may have the right
to reject the item and get a full refund. After that, repair or replacement is usually offered first, with refunds coming later
if the issue can’t be fixed.

Faulty Products from Verified Sellers

Contact the seller via the “Contact Seller” link in your email or account.
Or call B&Q’s marketplace support number and choose the relevant option.
If agreed, you may be able to bring the faulty item to a B&Q store:
- It must be packaged for shipping.
- Bring your order confirmation and your payment card.
- The store sends it back to the seller, and a refund is processed once the seller validates the fault.

Refund Methods & Timelines

Once B&Q or a Verified Seller has accepted your return and it has been processed, refunds work like this:

Refunds are made to the original payment method where possible:
- Debit or credit card refunds go back to the same card.
- Online payments go back to the same account.
- Gift card payments are usually refunded as a credit note or new gift card.
For marketplace and some online returns, refunds are typically processed within around 14 days of the return being validated.
Your bank or card provider may then take a few extra working days to show the money.

If you haven’t seen your refund after a reasonable time, it’s worth checking your bank statement first and then contacting B&Q
or the Verified Seller with your order and return details.

Quick FAQ: B&Q Return Policy

How long do I have to return something to B&Q?
For most products sold by B&Q, you have 90 days from purchase, delivery, or collection, as long as the
item is in original condition and not in an excluded category.
Can I return an online order to any B&Q store?
Yes, if it’s labelled “Sold and shipped by B&Q” and isn’t made-to-measure, cut-to-size, mixed-to-order
or perishable. Bring your order confirmation and the card you used.
Do I pay to return items?
There’s no charge to return items to a B&Q store. For home collection of standard B&Q items, a fee of
up to £50 may apply. For some Verified Seller products over 30kg, a similar return fee may be deducted from your refund.
Can I exchange items from Verified Sellers in store?
No. Products from B&Q Verified Sellers can usually only be refunded, not exchanged, when returned via a
B&Q store. Any replacement has to be ordered as a new purchase.
What if my item is faulty after I’ve used it?
If it’s faulty or not as described, contact B&Q (or the Verified Seller) as soon as you notice the problem. They’ll talk
you through repair, replacement or refund options, depending on how long you’ve had the product and what’s gone wrong.
Does the B&Q policy affect my legal rights?
No. B&Q explicitly states that your consumer rights are not affected. The 90-day policy is on top of your
legal rights for faulty or misdescribed goods.

Summary

B&Q’s return policy is quite generous: 90 days to return most items in original condition, easy store returns,
and clear rules for online and marketplace orders. The main things to remember are to keep your proof of purchase, look out for
items that are custom, cut-to-size or perishable, and check whether your order came from B&Q directly or a Verified Seller.

If something’s wrong or doesn’t match the description, get in touch early so B&Q (or the seller) can put it right with a
repair, replacement, or refund.