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Returns & Refunds

Returns Policy

Our general returns policy terms are outlined here below.

  1. If you should change your mind and wish to return anything bought from us, we will be happy to accept a return for goods you have purchased from us online within 14 days of delivery subject to our terms and conditions relating to goods not eligible for a refund. The goods you want to return must be unopened, unused and in a fully resalable condition.
  2. If you are a consumer under the Consumer Contracts Regulations and you cancel your order within 14 calendar days, beginning with the day after receipt of the goods, you will receive a refund including delivery charges, less any charge made in accordance with section (7.) below.
  3. If you cancel your order, you must return the goods to us at your own expense. This must be via a tracked and signed for delivery or alternatively see our "Returning in-store" section (1)
  4. You must notify us in writing before returning the goods. We reserve the right to refuse delivery of goods returned to us by courier without prior notification.
  5. Your notice of cancellation should include your order number, contact information and details of the goods being returned. Notification must be sent to us by post-Buildstop Limited Trading as MGN Builders Merchants by sending us a message via our contact us page online.
  6. You are under a duty to ensure that you take reasonable care of the goods until they have been returned. If the goods you return are not in a fully resalable condition, we reserve the right to refuse a refund on the goods or deduct a restocking charge from the refund amount, the deduction amount is subject to the company's discretion.
  7. If the item(s) returned is not in accordance with section 2, It will be the customer’s responsibility to either collect the item(s) from our Romford branch or have a courier collect it from us. You must notify us via our contact us page of the time and date the collection is due to be made. We are only able to hold items for a maximum of 14 days. Failure to collect or arrange collection of the item(s) within this time frame will result in the item being disposed of. We cannot be held liable for item(s) that are not collected within this time frame.
  8. The cost of return delivery is passed on to the customer in accordance with the Terms and Conditions of Online Sale.
  9. Refunds can only be made to the original card of purchase. Refunds will be made within 14 days of receiving the goods back, subject to being in accordance with section 2. Once we receive the goods back, we will inspect them and refund the order back onto the original payment method. The entire return process including the money being back onto the original payment method will take no longer than 14 days from the date of receiving the item(s) back. Once the refund is made, you will receive an email showing the credit being applied and the refund will be with you within 2 – 5 working days from receiving the credit applied notification.

Exchanging products

  1. If you are not fully satisfied with the goods which have arrived, you can exchange products for new items rather than receiving a full refund.
  2. In some cases, we may be able to send new items and exchange the original products. However, this depends on the nature of the issue that is being reported. Please speak to our customer care team for more information.

In-store Return

  1. If you wish to return in-store, please bring your order confirmation as proof of purchase and we also request that you please bring a photo ID with you. All goods must be returned to the Romford branch, any goods returned to other branches will be refused and directed to Romford Branch.
  2. All refunds will be given following our usual returns procedure as outlined in the above general returns policy terms. Please see section (1-9.) for further details. Refunds can only be processed back onto the original payment card.
  3. All orders being returned in person to our Romford Branch can only be accepted during our Ecommerce opening times of Monday - Friday 7:00 am - 5:00 pm. If the order is returned outside of these hours, your return will be refused, and you will be told to return during our opening hours.

Products not eligible for refund

  1. There are items which we cannot accept returns on due to the nature of the type of products we offer.
  2. Goods we cannot guarantee can be resold in accordance with health and safety, for example, bagged items we have no guarantee were stored in optimal conditions and as a result, may have been compromised in their nature cannot be returned.
  3. Goods made to your specifications, clearly personalised or which by reason of their nature also cannot be returned.

Please find here the list of items we do not offer refunds for:


  • Made to measure or bespoke/personalised products.
  • Perishable goods.
  • Any product with short shelf life or sell-by date.
  • Any bulk bag products
  • Sand or products delivered in an open fashion.
  • Specially obtained/ordered goods.
  • Boilers/Cylinders which have been opened.
  • Cementitious goods (eg. cement).
  • Plaster-based products (eg. multi-finish).
  • Mixed paints/liquids
  • Chemicals/liquids which have been opened.
  • PIR insulation boards.
  • Toilet seats have been opened due to hygiene purposes.
  • Sealed/sensitive electrical goods, if in sealed packages that have been opened, eg. circuit boards.
  • Goods that have been fitted/installed.
  • Any goods which have become mixed inseparably with other items/other orders after their delivery.

Due to the nature of these goods, unless they are faulty, we are unable to offer a refund or exchange. Please note store credit may be offered in some circumstances to be used against your next order.

Faulty Products

  1. In the event when goods supplied (including special order and made-to-measure items) are faulty or damaged, we will repair/exchange the goods or provide you with a full refund including delivery charges.
  2. If the item(s) delivered by our local transport arrives damaged or faulty, we will be collecting the damaged / faulty item(s) only. If you would like to return another product as a standard return, this will need to be brought back to the Romford branch.
  3. Notification of any defect or damage must be made in writing with a photo of the damage and a full description of the issue via our contact us page within 3 working days of the goods being delivered to you. We reserve the right to inspect all returned goods prior to agreeing to any part-refund, full refund, or product exchange.
  4. Goods made to your specifications, clearly personalised or which by reason of their nature also cannot be returned.