Last updated: 9 August 2026
At M&R, we aim to provide quality building materials and a reliable service to our customers. This policy explains our returns and refund arrangements for products purchased in-store and online.
1. Our Standard Returns Policy
We offer a 30-day returns policy on eligible products purchased in-store, subject to the conditions set out below.
To be eligible for a standard return, goods must be unused, undamaged, in their original condition and suitable for resale.
A restocking charge may apply to eligible returns.
Our 30-day returns policy is a voluntary policy and does not affect any statutory rights customers may have under UK consumer law.
2. Products Excluded From Our Standard Returns Policy
Due to the nature of certain building materials, some products are not accepted for return or refund under our standard change-of-mind returns policy.
This includes, but is not limited to:
- Plaster and plaster products
- Plasterboard
- Cement
- Gypsum products
- Bagged or powder-based building materials
- Products that have been opened, used, mixed or contaminated
- Products that have been damaged or otherwise made unsuitable for resale
- Bespoke or made-to-measure products
- Specially ordered products
- Products ordered or supplied specifically to a customer’s requirements
Certain building materials can deteriorate, become contaminated or lose their resale value once supplied, opened, handled or stored incorrectly. For this reason, we do not accept these products as standard change-of-mind returns.
Customers should contact us before purchasing if they are unsure whether a particular product is eligible for return.
Nothing in this policy removes or restricts any statutory rights that cannot legally be excluded.
3. Online Orders & Cancellation Rights
For consumer purchases made online, statutory cancellation rights may apply.
Where applicable, customers normally have 14 days from receiving the goods to notify us that they wish to cancel their order. Following notification of cancellation, the goods normally need to be returned within the applicable period.
Certain goods and circumstances are exempt from statutory cancellation rights. Where a legal exemption applies, a customer may not have a right to cancel simply because they have changed their mind.
Nothing in this policy is intended to restrict or remove statutory consumer rights.
4. Condition of Returned Goods
Where a return is accepted, goods must be returned in a condition that allows us to establish their nature, characteristics and functionality.
Customers may be responsible for any reduction in the value of goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functionality, where permitted by law.
We reserve the right to refuse a return that does not meet the requirements of our standard returns policy, subject always to applicable statutory rights.
5. Return, Delivery & Collection Charges
For unwanted goods returned under our voluntary returns policy, the customer is responsible for the direct cost of returning the goods.
For large, heavy or bulky building materials, customers should contact us before arranging a return.
Where a customer requests collection of unwanted goods, applicable collection, delivery and restocking charges may apply, where permitted by law and where the relevant charges have been communicated to the customer.
Where a refund is due under statutory cancellation rights, return and delivery charges will be handled in accordance with the applicable legal requirements.
6. Faulty, Damaged or Incorrect Goods
If goods are received faulty, damaged or incorrectly supplied, customers should contact us as soon as reasonably possible.
Please provide the order details and, where appropriate, photographs showing the goods and any damage.
We will assess the issue and, where appropriate, arrange a repair, replacement, collection, refund or other appropriate remedy in accordance with the customer’s statutory rights.
Our exclusions for unwanted or change-of-mind returns do not prevent customers from exercising their legal rights in relation to faulty, damaged or incorrectly supplied goods.
7. Special Orders & Bespoke Products
Products that are specially ordered, made to measure, cut, altered or supplied specifically to a customer’s requirements may not be eligible for cancellation or return where permitted by law.
Customers should check product specifications, quantities and measurements carefully before placing orders for specially ordered or bespoke goods.
8. Refunds
Where an eligible return is approved, refunds will normally be made to the original payment method.
For online cancellations, refunds will be processed in accordance with applicable consumer law.
Where applicable, standard outbound delivery charges will be handled in accordance with the customer’s statutory rights. Additional charges resulting from a customer’s choice of a more expensive delivery option may not be refundable.
9. Product Suitability
Customers are responsible for checking that products ordered are suitable for their intended application.
Where customers are unsure about the suitability, specification, quantity or compatibility of a product, we recommend contacting us before placing an order.
Where professional advice, structural calculations or specialist installation is required, customers should obtain appropriate professional advice before purchasing or using the product.
10. Contact Us
If you have any questions regarding returns or refunds, or would like to check whether a particular product is eligible for return, please contact us before purchasing.
Email: info@mandrcaerdydd.com
Telephone: 02920 238107