Refund policy

Returns & Refunds Policy

At Raptor Building Supplies, we aim to provide high-quality products and reliable service. If you are not completely satisfied with your purchase, this Returns & Refunds Policy outlines your rights and our procedures.

Your Right to Cancel (Consumer Contracts Regulations)

If you are purchasing as a consumer (not trade), you have the right to cancel your order within 14 days of receiving your goods, without needing to provide a reason.

You must notify us within this 14-day period of your intention to return the goods
You then have a further 14 days to return the items after notifying us
Items must be returned in a resalable condition, unused, and in original packaging

We will issue a refund within 14 days of receiving the returned goods or proof of return

Original standard delivery costs will also be refunded, but any upgraded delivery services will not be reimbursed

Trade Customers

As a supplier to trade professionals, returns from business customers are accepted at our discretion and may be subject to:

A restocking charge
Return approval prior to sending goods back
Proof of purchase and order details

Conditions for Returns

To be eligible for a return:

Goods must be unused, undamaged, and in original packaging
All components, manuals, and accessories must be included
Items must be suitable for resale

We reserve the right to inspect returned goods before issuing a refund or exchange.

Non-Returnable Items

Due to the nature of building materials, the following items are typically non-returnable unless faulty:

Made-to-order or bespoke products
Cut-to-size materials
Perishable or time-sensitive goods (e.g. certain adhesives, chemicals)
Clearance or non-stock items

Faulty, Damaged or Incorrect Goods

If your order arrives damaged, faulty, or incorrect:

You must notify us within 48 hours of delivery
Provide photographic evidence where possible

In these cases, we will:

Offer a replacement, repair, or full refund
Cover any return or collection costs

This is in line with your rights under the Sale of Goods Act / Consumer Rights Act, where goods must be as described, of satisfactory quality, and fit for purpose

Return Costs

If you are returning goods due to a change of mind, you are responsible for return shipping costs (unless agreed otherwise)
If goods are faulty, damaged, or incorrect, we will cover the return costs

We may be able to arrange collection via our courier, which may be chargeable depending on the reason for return.

How to Return an Item

To initiate a return, please contact our team with:

Your order number
Details of the item(s)
Reason for return

Once approved, we will provide instructions for returning the goods.

Refunds

Refunds will be processed:

Within 14 days of receiving returned goods or proof of postage
Via the original payment method
Subject to inspection of returned items

We reserve the right to make deductions if goods show signs of use beyond what is necessary to inspect them.

Important Notes for Building Materials

Due to the nature of construction products:

Colour variations, natural material differences, or batch differences may occur
It is the customer’s responsibility to ensure products are suitable before installation
We recommend checking all goods upon delivery before use

Contact Us

For all returns and enquiries, please contact:

Raptor Building Supplies
Email: accounts@raptorbuildingsupplies.co.uk
Phone: 01257 818031