Returns and Cancellations

We hope that you will never need to return anything to us, however should you need to, we will aim to make it as simple as possible for you.

I need to return an item

Should you have any queries or problems with your item(s) please contact us on Make sure you quote your order number in your email.

I no longer want my item

If you have ordered Goods on our website, your right to cancel the contract starts from the date your order has been accepted, when we either email you to accept the order or we deliver the Goods to you or when the Goods are collected by you, which is the date that the contract between us is formed.

If your Goods are in a resalable condition we are happy to take them back within 14 days of you receiving them. Depending on the item(s) that you are returning you will be subject to a 25% restocking charge. If we have to collect the goods you will also be subject to a £25.00+VAT collection charge.

The cancellation of your order must be given in writing to (email address). Once we have accepted the cancellation of your order you will then be able to either return your item in store, by post or our wagon. When returning items, you will need to have with you or include in the package the invoice along with the item(s).

The cost of returns will not be covered by Greengates Builders Merchants LTD.

If you have received your Goods and you wish to cancel your order/ return your Goods, you must return the Goods to us in their original packaging, with all components and unused. Goods must be returned as soon as possible and within 14 days after the day of notification to us unless we agree in writing that you may dispose of them; in which case you must comply with the manufacturer’s instructions before disposing of hazardous Goods. If you have received any promotional items, including free gifts, or discounted additional products these must also be returned with your Goods.

The return of perishable items such as cement and plaster will not be accepted. In the case of block paving you may only return half banded packs.

Once the item(s) has been returned to Us, we will aim to refund the original payment card within 30 days.

My item is faulty

If you have received a faulty item please contact us as soon as possible at with your order number, full details of the item including photographs within twenty-four (24) hours of delivery.

If We find the Goods to be faulty in material or workmanship, following Our investigations, and You have complied with those conditions above in full, We will (at our discretion) repair or replace the goods or refund the price.

If you have noticed a fault after the 24hour period then you will need to check if the manufacturer of your item has a helpline, a repair or warranty service.

I have received the incorrect item

If you have received your delivery and your items are incorrect, please ensure you contact us as soon as possible on 01254 872061 or by email . You will need to provide us with your order reference number and full details of the products, so that we can resolve this for you.

For Click and Collect orders, where possible, always check the Goods before leaving the store.

Can all items be returned?

We are unable to accept the return of perishable or bagged items such as cement, plaster and K Rend.

Refunds will only be issued when we receive Goods back in a resalable condition. Goods must be in their original packaging, unused and undamaged and with a copy of the invoice included. It is your responsibility to take reasonable care to ensure that the Goods are not damaged in the meantime or in transit. If the Goods are damaged or have been modified by you or are damaged in transit in a way that you could have foreseen (such as not being sent back in the same or similar packaging as sent to you) we withhold the right to refuse any returns (or partial returns) that do not meet a good and sellable condition as described above.

I want to cancel my Click and Collect order

To arrange the cancellation of your Click and Collect order you must contact us on

To process the refund of your Goods we will require you to have the same card you paid for the order available so we can refund the money back into your account. We will not be able to refund you on a different card or in cash. There will be a 10% restocking charge on a cancelled order.

I want to cancel my order that is being delivered by courier

You may cancel your order up until the order is dispatched for delivery and receive a full refund. To do this contact us on 01254 872061 or by email; and quote your order number. However, once the Goods are out for delivery, you will need to take delivery of the Goods before you are able to cancel/ return them.

You may cancel your order and return Goods to us by giving us notice of cancellation within 14 days of the date of delivery. You will lose your right to cancel your order after the expiry of the 14 day period.