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Returns and Cancellations

We understand that occasionally you may need to return items you have purchased from BUILT/ and we aim to offer an efficient returns policy and make the process of returning products as easy as it was to buy them from us. There’s information listed below, and you can also contact us if you need any further help.

30 Days Returns

We offer you a 30 day period in which you can cancel your order and / or return unwanted items simply and easily. Items must be unused, in a saleable condition, in their original packaging, with their original parts returned with any additional component parts/promotional items.

Faulty Products

We will always endeavour to deliver quality products, but if, on the rare occasion a product is faulty we’ll try to get that sorted for you.

If it’s less than 30 days from when you purchased the item from BUILT/ then we’ll happily collect it from you free of charge or you can drop it back when you next visit the branch. We will offer you an exchange or a refund for the faulty product.

If it’s longer than 30 days then check if the item comes with a manufacturer's warranty or a repair service and if so contact their help line directly. If not then email us at support@built.co.uk or drop into a BUILT/ branch and we’ll advise on what you can do.

Please return items in their original packaging and with all component/promotional parts where possible.* If you are returning faulty petrol products, please ensure they are drained of fuel and oil where possible and if the item has been installed, please request a call-back or email us for further advice.

Cancel in a Click

If you change your mind about an order and it hasn’t yet been processed, you can cancel by logging into your account and cancelling your order (where available, depending of the status of your order). If you prefer to talk to us with regards to cancelling your order, you can request a call-back or email us quoting your order number.

If you change your mind once an order is processed or out for delivery and you don’t have the option to cancel, you may need to take delivery of goods. Please contact us for advice on what to do.

For prompt refunds, please ensure you have the card you paid with when visiting us.

Choose your Returns Route

The easiest way to return items is to take them back to the place you purchased them from. Simply have your order details and proof of purchase handy.

For anything other than returning goods to the branch please contact BUILT/ for advice on next steps.

Non returnable items

Some of the items we sell cannot be returned after they have been purchased. If an item cannot be returned then this information will be detailed on the product page on the website. If you are unsure if an item can be returned or not please contact us.

For full details on our returns process please refer to the BUILT/ Terms and Conditions section of the website.

Customer Support

Dedicated Support Hours (We aim to respond within 1 working hour)

  • Monday to Friday 9am – 4pm
  • Saturday 9am – 1pm

General Support Hours

  • Monday to Friday 6am – 9am and 4pm – 6pm
  • Saturday 1pm – 5pm

We will endeavour to respond and handle queries in a timely manner, unfortunately we can’t offer a guaranteed response time during these hours.

Please use our chat form, email us or leave a voicemail outside these hours for a prompt response within supported hours.