Refund policy

Returns Policy

Flexible, fair returns — 30-day return window, assessed on condition.

1. Our Returns Philosophy

We operate a condition-based return policy with a 30-day return window from the date of purchase.

  • You can request a return within 30 days of purchase
  • Returns are assessed based on the condition of the item within 30 days of purchase

2. Eligibility for Returns

We accept returns on most items provided they meet the following conditions:

Accepted
  • Unused items in original condition
  • Items returned with original packaging (where possible)
  • Faulty or damaged items
  • Incorrect items received
May be partially refunded
  • Opened but unused items
  • Items with minor packaging damage
Not accepted
  • Items that have been used, installed, or altered
  • Products returned in poor or unsellable condition

3. Exceptions (Time-Sensitive Items)

Due to safety, hygiene, and regulatory requirements, the following items have time-based return limits:

Electrical Products
  • Must be returned within 30 days of delivery
  • Must be unused and in original packaging
Consumables & Expiry-Based Products

e.g. sealants, chemicals, adhesives, treatments

  • Must be returned before the expiry date
  • Must be unopened and unused

We cannot accept returns for expired products or opened consumables (unless faulty).

4. Faulty or Damaged Items

If your item is faulty, damaged, or not as described, contact us with photos and details. We will offer:

  • Replacement
  • Repair (where applicable)
  • Full refund

We aim to resolve these cases quickly and fairly.

5. Return Process

To initiate a return:

  1. 1

    Contact our support team with:

    • Order number
    • Item details
    • Reason for return
    • Photos (if applicable)
  2. 2

    We will provide:

    • Return approval
    • Instructions
    • Return address
  3. 3

    Send the item back securely packaged.

6. Refunds

Once your return is received and inspected, refunds are issued to the original payment method within 3–7 working days.

Outcome Condition
Full refund Unused, resellable items
Partial refund Opened or minor condition issues
No refund Used or damaged items

7. Return Costs

  • If the item is faulty or incorrect — we cover return costs
  • If returning for any other reason — the customer is responsible for return postage

8. Our Commitment to You

All products sold by The DIYer Ltd are dispatched directly from our UK warehouse. We own and manage our entire fulfilment process, and every return is handled personally by our team.

  • All orders are fulfilled by The DIYer Ltd from our Birmingham warehouse
  • You deal directly with us at every stage — before, during, and after your purchase
  • Our team personally handles every return request within 2 business days

9. Fair Use

This policy is designed to be flexible and customer-friendly. However:

  • We reserve the right to refuse returns where items show clear signs of use or misuse
  • Repeated excessive returns may be reviewed

10. Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law, including your rights relating to faulty or misdescribed goods.

11. Contact Us

For any return enquiries: