B&Q Returns Policy: 90 Days, No Receipt, Fees and Refunds

The B&Q returns policy gives most items 90 days in the UK from purchase in store, delivery for standard home orders or collection for Click + Collect; bulk deliveries count from the order date. Returning B&Q’s own products to a UK store is free; home collection can cost up to £50. Verified-seller items follow the seller’s return route.

Key facts

• B&Q’s 90-day clock starts at purchase, delivery or collection; split deliveries use the last shipment, while bulk deliveries count from ordering and require unused goods in original packaging.
• B&Q products cost £0 to return to a store; home collection may carry a variable fee capped at £50.
• An invoice or order confirmation counts as proof; without a receipt, B&Q says it can offer a credit note valid for 12 months.
• Verified-seller store returns need seller approval and must meet size, weight and content restrictions; seller validation precedes the refund.
• B&Q usually issues refunds within 14 days, but its pages word the trigger differently; the return pages we checked do not state bank posting time.

Which B&Q return rules apply to your order

These distinctions come from B&Q’s returns guidance and channel-specific terms. For other retailers, browse the UK store returns guides.

How Long Do You Have to Return Something to B&Q?

90 days applies to most eligible B&Q products: purchase starts the store clock, delivery starts ordinary home-delivery returns, and collection starts Click + Collect returns. For multiple shipments under one B&Q order, the sale terms use delivery of the last shipment.

Goods must be in original condition; necessary inspection is allowed, but excess handling can reduce the refund. Keep original and delivery packaging: the return pages we checked do not list every category requiring it. The FAQ says staff will try to accommodate unpackaged items, so ask your store before relying on that.

The return pages we checked do not specify calendar versus working days, inclusive counting or bank-holiday treatment. Those pages also do not say whether requesting, collecting or receiving a home return must happen by day 90. Return a few days early and arrange collection well inside the window.

Example: Assume an ordinary B&Q item was ordered on 28 October 2026 and delivered on 4 November 2026, with a second shipment on 7 November 2026. Delivery starts the ordinary clock; the split order uses 7 November. A bulk delivery instead uses the order date. No final deadline is calculated because the pages we checked do not state the counting convention.

Buying project materials from both chains? Check the Screwfix return policy before planning returns alongside B&Q purchases.

Bulk deliveries: the clock starts when you order

B&Q’s bulk terms specify 90 days from order placement, with goods unused and in original packaging. Confirm whether your order falls into this category before relying on the ordinary delivery-date rule. B&Q’s bulk terms allow a store return or a collection arranged on 0300 303 4481.

Does B&Q extend returns for Christmas 2026?

The return pages we checked did not list a 2026 Christmas returns extension as of 28 October 2026, so the standard rules above apply. Don’t rely on seasonal dates from earlier years or from other websites; if B&Q announces an extension, its returns page will give the dates.

Is It a B&Q Order or a Verified Seller Order?

Check the product page or order for “sold and shipped by”. B&Q’s seller FAQ distinguishes these cases:

• B&Q sells and ships: use B&Q’s direct return routes.
• B&Q sells, a supplier ships: request the home return through B&Q support.
• A verified seller sells and ships: your contract is with that seller; contact them first.

The return pages we checked do not state a separate voluntary seller window or starting event, so check the instructions in My Orders. Seller terms describe a legal 14-day cancellation period from possession, with the last delivery controlling split deliveries under that contract. That legal route does not establish the full voluntary window. Use the direct steps below only for B&Q sales.

How to Return Something to B&Q

B&Q accepts eligible direct purchases in stores and arranges home collections through support. Prepare proof of purchase and the original payment method before using either route.

Returning to a B&Q store

1. Find a UK branch using B&Q’s store finder.
2. Bring the item, receipt, sales invoice or order confirmation, and original payment card or method.
3. Ask staff to process the eligible return; the store return costs £0.

Someone else can bring these on your behalf. UK purchases return to UK stores; the terms we checked do not promise cross-border returns. If transport is impractical, arrange collection instead.

Arranging a home collection

1. Open live chat on the B&Q contact page or call 0333 014 3098.
2. Ask for a collection quote before booking. The variable charge is capped at £50, but the return pages we checked do not explain its calculation or whether that cap applies per item, collection or order.
3. Confirm the arrangements early; the return pages we checked do not confirm that a request on day 90 is sufficient.

The return pages we checked do not list a universal anonymous label portal, mail-in address or named carrier route; ask support for instructions. If you also have bulky furnishings to return, consult the Dunelm returns guide for that retailer’s arrangements.

Click + Collect returns

Take the item, proof of purchase and original payment card to a UK B&Q store. Bring valid ID if required, as the Click + Collect instructions state. ID does not replace proof of purchase.

Orders shipped direct from a supplier

Request a home return through B&Q support, as the supplier-return FAQ directs. Check the seller name first: a supplier fulfilling a B&Q sale is different from a verified marketplace seller.

Returning Verified Seller Items

Verified-seller returns start with Contact Seller, including when you want to use a B&Q store. Follow B&Q’s seller return instructions:

1. Select Contact Seller in My Orders/My Account or your order confirmation email.
2. Obtain the seller’s return instructions and address; get confirmation before a store hand-off.
3. For an approved store return, pack the parcel ready for shipping and bring the order confirmation and original payment card.
4. Let store staff label and send it; you do not need to print a store-return label.

The seller must confirm receipt and validate the return before refund processing; handing it to store staff does not trigger a till refund. This cannot extend the statutory refund deadlines explained below. Seller items cannot be exchanged in B&Q stores.

What can’t be dropped at a B&Q store?

B&Q excludes seller parcels from store hand-off if they:

• Exceed 100 × 70 × 60 cm, including packaging.
• Weigh more than 30 kg.
• Contain lithium batteries, glass or ceramic, liquids or chemicals.
• Are plants or made-to-measure products.

Example: Assume a seller-approved return weighs 2 kg, fits the dimensions and contains glass. The glass restriction still prevents store hand-off; ask the seller for the direct route and confirm its cost.

Can You Return to B&Q Without a Receipt?

Often yes: B&Q accepts a sales invoice or order confirmation, and says it can offer a credit note when no receipt can be found. B&Q returns without a receipt therefore have three possible routes:

1. Find an invoice or order confirmation, or ask B&Q on 0333 014 3098 for a copy of a receipt or invoice for a B&Q or diy.com purchase; these count as proof.
2. Check for an existing Club digital receipt.
3. Ask about the no-receipt credit-note offer; credit notes last 12 months.

The general-information FAQ gives the receipt-request number. The return pages we checked do not state the credit-note valuation formula, substitute-evidence requirements, cap or seller-item scope. Ask staff before travelling; the return pages we checked do not promise cash or a card refund without a receipt. The pages we checked also do not describe card-transaction lookup, retrospective Club lookup, gift-receipt procedures or ID-only returns, so do not depend on them.

For a statutory faulty-goods claim, GOV.UK accepts other purchase evidence, including a bank statement. That separate legal route does not turn the voluntary credit-note offer into a cash refund.

B&Q Club digital receipts

Registered members receive digital receipts when their Club card is scanned while shopping, according to Club receipt guidance. Check for an existing receipt; the membership terms we checked do not state a Club returns extension (see the FAQ below).

Does B&Q Charge for Returns?

B&Q’s own eligible products cost £0 to return to a store; home collection may carry a variable charge capped at £50. Ask for the quote rather than treating the ceiling as a flat fee.

B&Q’s FAQ and its seller terms word seller costs differently: the FAQ says seller returns from home or store are free, while seller clauses 6.12/6.14 allow collection charges up to £50 for a product over 30 kg, deducted from the refund. Before booking a heavy-item collection, get written confirmation through Contact Seller; the seller’s instructions for your order provide the order-specific answer.

Handling beyond necessary inspection can cause a separate deduction for lost value. Under direct-sale consumer cancellation terms, return costs fall to the shopper except for faulty/not-as-described goods or goods you bought and received while B&Q was at your property.

For qualifying whole-order cancellation, standard outward delivery is refunded; premium delivery is limited to the standard equivalent. Partial cancellation can recalculate delivery charges. The return pages we checked do not state original-delivery reimbursement on a later voluntary return: ask support.

B&Q Refunds: How Long Do They Take?

B&Q usually issues refunds within 14 days, but the starting point differs between its pages. The main returns page says after receipt and processing; the FAQ says within 14 days of goods being returned. Allow up to 14 days after processing for planning, but contact support with proof of return if 14 days have passed since hand-back without confirmation. For an online, mail or phone order cancelled within the legal 14-day period, the refund is due without undue delay and within 14 days of B&Q (or the seller) receiving the goods or, if earlier, your evidence of sending them back. If the retailer has offered to collect them, it is due within 14 days of your cancellation, even before collection happens. Processing or seller validation cannot extend either limit. If you reject a faulty item, the refund is due within 14 days of the retailer agreeing you’re entitled to it. See CCR regulation 34 and CRA section 20. Your refund confirmation or B&Q support supplies the order-specific answer; the return pages we checked do not state a separate inspection duration.

The FAQ suggests checking both the refund-confirmation date and original debit on your statement. Ask support if it remains missing; do not add an assumed banking period.

Where does the refund go?

B&Q’s payment terms specify the original card or online payment service, cheque for cheque, and cash or a discretionary cheque for cash. Gift-card payments receive a credit note. Statutory cancellation uses the same payment method unless otherwise agreed. The payment terms we checked do not explain split payments, expired cards or finance refunds: ask support before returning or exchanging.

Exchanges at B&Q

B&Q direct purchases can be exchanged in store within 90 days of purchase, delivery or collection as applicable, with proof and the original payment card. Live chat can arrange collection for an exchange.

Seller products are refund-only under the FAQ, with no store exchange. The return pages we checked do not state exchange charges, stock holds or price-difference calculations; ask the store before you go.

What B&Q Won’t Take Back

B&Q’s exclusions depend on the product and condition:

• Cut-to-size, made-to-measure, mixed-to-requirement and personalised goods: no change-of-mind refund or exchange; faulty/incorrect-delivery exceptions remain.
• Perishables, including plants and turf: excluded unless faulty or incorrectly delivered.
• Health/hygiene goods: excluded once relevant packaging is opened; examples include toilet seats and mattresses.
• Gift cards: excluded as purchases, distinct from paying for goods with one.
• Goods inseparably mixed with other goods after delivery: excluded for change of mind; this can include installed products.

The return pages we checked do not state a separate sale/clearance window or exclusion. Confirm eligibility rather than assuming every discounted item qualifies.

Returning petrol tools and other fuel-filled items

Empty all fuel and flammable liquids before return, as the returns FAQ instructs. This does not override seller-parcel restrictions on liquids/chemicals. If the tool is faulty, contact B&Q support on 0333 014 3098 before moving it.

Faulty B&Q Products and Your Consumer Rights

B&Q’s faulty-item guidance directs direct purchases to a store for an appropriate repair, replacement or refund; support can arrange large-item collection. For verified-seller faults, start with Contact Seller.

For faults after use or installation, call 0333 014 3098 or use the Contact Support form; for marketplace goods, contact the seller, or call B&Q support on 0333 014 3098 and choose option 1. Do not remove a fitted item just to start an enquiry. Report delivered damage, defects or shortages as soon as reasonably possible; specialist deliveries have separate contacts.

Damaged appliances and bulk deliveries

For appliances, call the Home Delivery Centre on 0333 014 3357 and do not install known-damaged appliances. Appliance aftersales also describes manufacturer servicing for fitted appliances under guarantee.

For bulk-delivery damage, tell the driver or call 0300 303 4481/contact the local store. B&Q’s bulk terms aim for replacement within two working days after notification; this is an aim, not a refund deadline or a limit on legal rights.

If B&Q or the seller doesn’t resolve it

Keep your order number, proof of return and any complaint reference. Request Customer Resolution Team escalation through B&Q’s complaints procedure. The Furniture and Home Improvement Ombudsman may help after you have given B&Q the chance to resolve the complaint through that procedure; marketplace orders are excluded. For seller orders, the seller FAQ says to contact B&Q support after 48 hours without a reply, or if the response or resolution is unsatisfactory.

What UK law adds

B&Q’s voluntary offer sits alongside the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015. There is no general statutory change-of-mind refund for non-faulty shop purchases.

For eligible online, mail or phone purchases, normally notify cancellation within 14 days of receipt, then send the goods back or hand them over within a further 14 days, unless the retailer has offered to collect them. Custom goods, perishables and unsealed hygiene goods can be excepted. See GOV.UK’s cancellation guidance.

Faulty or misdescribed goods generally carry a 30-day short-term right to reject, which normally starts the day after you own the goods and they have been delivered, or, if the contract requires the retailer to install them or do something else before you can use them, the day after the retailer tells you that work is done. Tell the retailer within that period that you are rejecting them. Later repair/replacement remedies can apply. Perishables can have a shorter reasonable life. Sale prices preserve legal rights, as the CMA’s consumer guidance explains.

For repair/replacement claims within six months, the retailer generally must show the fault was absent at purchase; afterwards, you may need evidence. Warranty expiry does not itself end statutory remedies.

This guide cannot confirm seller instructions, collection quotes or counting rules for your order beyond the material we checked. B&Q’s order pages and support provide the order-specific answer; read how we check retailer policies for the evidence approach.

B&Q Returns Policy Mistakes That Cost You Money

• Booking collection automatically: compare its quote with the £0 store route for B&Q products.
• Starting a bulk clock at delivery: check the order-placement rule first.
• Taking heavy or glass seller goods to a store: over-30 kg items and glass fail the hand-off rules.
• Discarding order confirmation: keep this accepted proof of purchase.
• Transporting a fuel-filled mower: empty fuel and flammable liquids first.

FAQ

Can someone else return my B&Q item for me?

Yes. B&Q says someone else can return an item with your receipt, invoice or order confirmation and original payment method. Give your helper these before the trip. The item still needs to meet the applicable eligibility rules; verified-seller goods also need seller approval and must meet store hand-off restrictions.

Can I return a B&Q item to any store?

Eligible direct B&Q purchases can go back to a UK B&Q store, including home-delivery and Click + Collect orders. B&Q’s terms send UK purchases back to UK stores. For seller products, get confirmation first and check the parcel restrictions: a nearby store cannot accept every marketplace return.

Does B&Q Club membership give longer returns?

The membership terms we checked do not state a separate Club or Diamond extension, returns tier or fee waiver. Ask B&Q before relying on a promotion. The confirmed practical benefit is digital receipts for registered members whose Club card was scanned, which may help when the paper receipt is missing.

Can I return paint B&Q mixed for me?

Paint mixed to your requirements is excluded from change-of-mind refunds and exchanges, alongside other personalised products. That does not mean every paint product is excluded. If the mixed paint is faulty or incorrectly delivered, contact B&Q about that problem rather than treating it as an ordinary unwanted-item return.

Can I return something I’ve already installed?

Installation does not automatically remove faulty-goods rights. Contact B&Q support for a fault after installation, rather than removing the product first. For change-of-mind returns, the terms exclude goods inseparably mixed with other goods after delivery; that can include installed products. Explain the condition to support before arranging transport.

Official sources

The B&Q returns policy and supporting sources below were checked 28 October 2026:

• B&Q returns and refunds, returns FAQ and sale, seller and Club terms.
• Verified-seller FAQ, contact/live chat and store finder.
• Complaints procedure and general-information FAQ.
• Appliance aftersales.
• GOV.UK returns law and CMA consumer guidance; CCR regulations and CRA rejection/refund rules.