Builders' Merchant Returns & Account Terms Explained

Returns and account credit terms are two areas where disputes with builders’ merchants most often arise, and where understanding the rules in advance can save considerable time, money, and frustration. Most problems come from materials ordered in the wrong quantity, special orders placed without checking the returns position, or invoices that don’t match what was agreed.

This guide explains how returns policies typically work, what credit account terms mean in practice, and how to handle disputes.

Standard Returns Policy: What to Expect

There is no industry-wide standard, but most branches of major UK merchants operate along similar lines:

• Stocked goods: Generally returnable within 28–30 days of purchase, in original condition, with a valid proof of purchase (invoice or delivery note). The goods must be undamaged, uncut, and in sellable condition.
• Opened bags or partial units: Cement, plaster, adhesive, and similar products are generally not returnable once opened, as moisture ingress renders them unsaleable.
• Part-used or cut materials: Timber, sheet material, or insulation cut to size at your request is typically non-returnable.
• Special-order items: These are the highest-risk category and are discussed separately below.

Toolstation, for example, offers a 30-day money-back guarantee on most products, provided unwanted items come back unused and in their original packaging.¹ These store policies sit on top of your legal rights, not in place of them. If goods are faulty, a consumer has a short-term right to reject them that generally lasts 30 days from delivery under the Consumer Rights Act 2015.² Goods bought online or by phone can usually be cancelled within 14 days of delivery under the Consumer Contracts Regulations 2013.³

Always confirm the returns position before placing a large order, particularly if you’re buying to a project estimate that might vary. A written confirmation of the returns terms takes seconds to request and prevents argument later.

Special Orders: The High-Risk Category

Special-order materials are items not held in stock at your branch, brought in specifically for your order from a regional depot, manufacturer, or supplier. Common examples include:

• Facing bricks from a particular batch to match existing brickwork
• Roof tiles in a specific profile or colour not in the standard range
• Non-standard timber sizes or engineered structural elements
• Specialist insulation or membrane products
• Heritage or lime-based products

Because the merchant ordered these specifically for you, they typically cannot return them to their supplier if you change your mind or over-ordered. As a result, most merchants class special orders as non-returnable from the moment they’re placed.

If a return is agreed as an exception, usually requiring branch manager approval and a genuine reason such as a design change, expect to pay whatever restocking charge the original supplier applies, plus the cost of transporting the goods back to the depot or manufacturer. Jewson’s standard conditions of sale, for example, accept a delivered special order back only where its own supplier will take it, and pass on the supplier’s re-stocking charges and transport costs.⁴ The statutory 14-day cancellation right for online and phone orders does not apply to goods made to the consumer’s specifications or clearly personalised.⁵

Before placing any special order:

• Confirm quantities carefully. Special orders amplify the cost of an error.
• Ask explicitly: “Is this item returnable if I’ve ordered too many?” and get the answer in writing.
• If the specification might change, place a minimum quantity first rather than ordering in full.

Sale-or-Return Arrangements

Some merchants, particularly for high-value finish materials such as tiles or sanitaryware, will agree a sale-or-return arrangement upfront. This allows you to order with an agreed-upon buffer (say, 10–15% extra for breakage and cutting waste) with the understanding that any unopened, undamaged boxes can be returned at the end of the project for a credit.

Sale-or-return is not automatically offered, you need to request it and have it confirmed in writing before the materials are delivered. It’s most commonly available for:

• Tiles and stone (unopened boxes only)
• Sanitaryware and bathroom fittings (in original packaging)
• Some electrical accessories and fittings

If you’re buying tiles for a bathroom or kitchen, always ask about sale-or-return before ordering. Buying the standard 10% wastage allowance with no ability to return the leftover means you’re paying for material that will sit in a garage indefinitely.

How 30-Day Credit Accounts Work

A 30-day credit account (also called a charge account or trade account) allows you to collect goods throughout the month and receive a single statement at the end of the month. Payment is then typically due by the end of the month following the month of invoice, so you may have roughly 30–60 days between taking delivery of goods and the payment deadline, depending on where in the month the purchase falls. Jewson’s standard conditions, for example, make accounts due for payment on the last day of the month following the month in which the goods are invoiced.⁴

Account opening: Merchants require a credit application, usually including business details (company registration or sole trader name, VAT number if applicable), bank details, and trade references from other suppliers. A credit check is standard. Sole traders and micro-businesses can apply, though the credit limit offered may be lower than for larger businesses.

Credit limits: An initial credit limit is set when the account opens, often a modest one for a new business, rising as the merchant sees trading history. If you need a higher limit for a large project, ask to have it reviewed before you start ordering. Running up to the limit mid-project causes orders to be held until a payment clears.

Statement and invoice matching: On a credit account, each delivery comes with a delivery note. The monthly statement should match your delivery notes exactly. Checking these against each other before paying is basic accounts hygiene, errors in quantity or price do occur and are much easier to dispute before payment than after.

Late payment: Merchants’ account terms normally allow them to charge interest on overdue balances. Jewson’s standard conditions, for example, set late-payment interest at 8% above the Bank of England base rate.⁴ That is the same as the statutory interest a business can claim on a late business-to-business payment when the contract does not set a rate of its own.⁶ Late payment can also affect your credit limit or ability to place future orders. If you’re going to be late paying due to a cash flow issue, contact the accounts team in advance, most merchants prefer an honest conversation to a missed payment with no communication.

Disputing an Invoice

Disputes most commonly arise from:

• Delivery quantities that don’t match the invoice (short delivery)
• Damaged goods signed for unconditionally and then contested
• Price differences between the quote given and the invoice raised
• Returns not credited to the account within a reasonable time

The process for resolution is usually:

1. Contact the branch directly, not the central accounts team, as the branch holds the delivery records and can access the original order.
2. Quote the invoice number, delivery note number, and the specific discrepancy.
3. If the goods were damaged on delivery, produce any photographs taken at the time (this is why photographing deliveries before signing is worth doing).
4. Ask for a credit note rather than a cash refund, it’s faster and easier for the merchant to process.

Most disputes on stocked goods are resolved at branch level within a few working days. For persistent unresolved issues, the merchant’s regional credit manager is the escalation point. Formal legal routes (small claims court) exist but are rarely necessary for straightforward delivery or pricing disputes.

Keeping Account Administration Clean

A few habits that prevent most problems:

• File delivery notes as they arrive. Match them to invoices when the statement arrives, not weeks later when the detail is fuzzy.
• Note any discrepancy on the delivery note before the driver leaves, even if it’s just “quantity unverified” or “3 boards damaged.”
• Chase credits promptly. If you return goods or have a credit note agreed, confirm it appears on the next statement. Credits left open accumulate confusion.
• Review credit limits before starting a large project. A project requiring £15,000 of materials on a £5,000 credit limit will stall orders. Request a temporary increase at least two weeks before the project starts.

Understanding returns policies and credit terms before you need them, not after a dispute arises, is the simplest way to keep a renovation project’s material costs under control.