Returns & refunds
Changed your mind, or something arrived damaged? Here is what happens.
Your legal right to cancel
If you are a consumer buying online, the Consumer Contracts Regulations 2013 give you 14 days from the day your goods arrive to tell us you want to cancel, and a further 14 days to send them back. You then get a refund of what you paid for the goods, plus standard outbound delivery, within 14 days of us receiving them back or you proving you have sent them.
This is your statutory minimum. Anything MyDIY offers on top of it is set out below.
The MyDIY returns window
delivery.returns_days in config.php and it will appear
here and on every product page. Until it is set, the site states only your
statutory rights above, which are always true.
Faulty or damaged goods
If something arrives damaged, faulty, or is not what you ordered, tell us within a reasonable time and we will put it right at no cost to you. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject faulty goods for a full refund. Photographs of the damage help us sort it out faster.
What cannot be returned
- Items cut, mixed or made to your specification (for example cut timber or mixed paint).
- Sealed goods that have been unsealed, where returning them is not hygienic or safe.
How to start a return
- Find your order reference — it is on your confirmation email and in your orders.
- Message us with the reference and what you would like to return.
- We will confirm the return address and next steps.