Refund policy
Returns, Refunds & Damaged Goods Policy
At LandDIY, we want you to be satisfied with your purchase. If something is not right with your order, please contact us and we will work with you to resolve the issue.
30-Day Returns
We offer a 30-day return policy.
If you change your mind about a product, you may request a return within 30 days of receiving your order.
For a standard return, the product should be:
- unused and in a resalable condition;
- returned with all parts and accessories supplied with it;
- in its original packaging where reasonably possible; and
- accompanied by your order number or proof of purchase.
To request a return, please contact:
Please do not return products without contacting us first. We will provide the appropriate return instructions.
Damaged Products
Please inspect your order as soon as possible after delivery.
If your product arrives damaged, please contact us as soon as possible and preferably within 24 hours of delivery. This allows us to investigate the issue quickly with the courier and arrange the most appropriate solution.
When contacting us, please provide:
- your order number;
- your name and delivery address;
- photographs of the damaged product;
- photographs of the packaging;
- a brief description of the damage; and
- photographs of the delivery where relevant.
Depending on the circumstances, we may arrange a:
replacement, collection, redelivery or refund.
Reporting an issue outside the suggested 24-hour period does not remove any statutory rights you may have.
This follows the general approach used by Wickes, which asks customers to inspect deliveries and ideally report missing or damaged goods within 24 hours so that replacement, redelivery or collection can be arranged promptly.
Faulty Products
If a product develops a fault within 30 days of delivery, please contact us at support@landdiy.co.uk.
Where the product is confirmed to be faulty, we may offer an appropriate:
refund, replacement, exchange or repair, depending on the product and circumstances.
If a fault develops after 30 days, please still contact us. Your rights may depend on the nature of the fault, how long you have owned the product and your rights under UK consumer law.
Our returns policy does not affect your statutory rights.
Wickes similarly distinguishes between faults arising within the first 30 days and faults developing later, while preserving rights under the Consumer Rights Act 2015.
Incorrect Products
If you receive a product different from the one you ordered, please do not use or install it.
Contact support@landdiy.co.uk with your order number and photographs of the item received.
Once confirmed, we will arrange an appropriate replacement, collection or refund at no additional return cost to you.
Missing Items or Incorrect Quantities
If part of your delivery is missing or you receive an incorrect quantity, please contact us as soon as reasonably possible after delivery.
Please provide:
- your order number;
- details of the missing product or quantity;
- photographs of the products received; and
- photographs of any labels or packaging where appropriate.
We will investigate the delivery and arrange the appropriate solution.
Heavy & Bulky Products
Some LandDIY products may be heavy, bulky or unsuitable for return through a standard parcel service.
This may include:
sand, gravel, aggregates, soil, compost, building materials, trellis, landscaping materials, large garden products and other heavy DIY supplies.
Please do not arrange your own return courier for a bulky product without contacting us first.
Contact:
We will advise you whether the product should be returned or whether a collection needs to be arranged.
Wickes also provides a collection option for home-delivered items that are too heavy or bulky for an ordinary return.
Return Collection Charges
If you are returning a product simply because you have changed your mind, you may be responsible for the reasonable cost of returning or collecting the product, where permitted by law.
We will inform you of any applicable collection charge before arranging the collection.
If the product was:
damaged on delivery, faulty, incorrect or materially not as described, we will not charge you for an authorised return or collection where we are legally responsible for those costs.
Building Materials, Aggregates & Bagged Products
For products such as:
building sand, sharp sand, gravel, decorative stone, soil, compost and other bagged or bulk materials, please inspect the goods before opening, mixing, spreading or incorporating them into a project.
If you believe the wrong product has been delivered or there is a quality issue, contact us before using it wherever reasonably possible.
Products that have already been substantially used, mixed with other materials, installed or incorporated into works may not qualify for a normal change-of-mind return.
This does not affect your rights where goods are faulty or not as described.
Installed, Cut or Altered Products
Products that have been:
- cut to size;
- installed;
- permanently fixed;
- painted or treated;
- mixed with another material;
- significantly altered; or
- used beyond what is reasonably necessary to inspect them
may not be accepted for a standard change-of-mind return.
If you believe an installed or altered item is faulty, please contact us before removing it wherever practical.
Products That Cannot Normally Be Returned
Unless faulty or otherwise required by law, we may be unable to accept returns of:
- personalised or made-to-order products;
- products manufactured or cut to your specifications;
- perishable items such as certain plants or turf;
- products that have expired or deteriorated because of storage after delivery;
- gift cards;
- products identified as non-returnable before purchase; and
- products that cannot safely or legally be transported back.
Wickes similarly excludes items such as made-to-measure goods, gift cards, perishable products and specifically designated non-returnable products from its voluntary return policy unless faulty. Wickes
Packaging
Where reasonably possible, please keep the original packaging until you have inspected your order.
For change-of-mind returns, we ask that products are returned in their original packaging where possible and in a condition suitable for resale.
For damaged or faulty products, please keep the packaging until you have contacted us because photographs of the packaging may be needed for our courier investigation.
Delivery Damage
If you notice significant damage at the time of delivery, please photograph the goods and packaging before moving or opening them where possible.
If the delivery contains multiple products, please check the quantity and visible condition of the products as soon as reasonably possible.
Contact:
with details and photographs.
Change-of-Mind Return Delivery Costs
Where you are exercising our additional 30-day change-of-mind policy rather than returning faulty or incorrect goods, the customer may be responsible for the cost of returning the item.
For heavy or bulky products, the collection cost can be considerably higher than the cost of returning a standard parcel. We will tell you the applicable cost before arranging collection.
Online Order Cancellation Rights
For qualifying online purchases, UK consumers generally have a statutory right to cancel within 14 days after receiving the goods, subject to certain exceptions.
Our 30-day returns policy is additional to these statutory rights and does not replace or restrict them.
Wickes also distinguishes its voluntary 30-day return policy from the statutory 14-day cancellation rights applying to qualifying distance sales.
Refunds
Once we receive and inspect your returned goods, we will notify you whether the refund has been approved.
Approved refunds will normally be issued to the original payment method.
Please allow additional time for your bank, card company or payment provider to process the refund after it has been issued.
For authorised damaged or faulty goods, any applicable standard delivery charge will also be refunded where required.
Reduced Refunds
We reserve the right, where permitted by law, to reduce a refund if the value of the product has been reduced because it has been handled beyond what would reasonably be necessary to inspect its nature, characteristics and condition.
For example, this could apply to a product that has been substantially used, damaged after delivery or altered by the customer.
Wickes similarly states that it may reduce a refund where a product’s value has been diminished while in the customer's possession.
Amazon & eBay Orders
If you purchased a LandDIY product through Amazon or eBay, please initiate your return through the marketplace account used to place the order.
Amazon or eBay return procedures may apply to those transactions.
For orders placed directly through LandDIY.co.uk, contact:
Return Address
Once your return has been authorised, we may instruct you to return eligible products to:
LandDIY / BXALEEM LIMITED
9 Leys Place
Oxford
Oxfordshire
OX4 3DE
United Kingdom
Do not send heavy or bulky goods to this address without first contacting us.
Contact Us
For returns, missing products, damaged deliveries, faulty goods, exchanges or refunds:
Email: support@landdiy.co.uk
Website: LandDIY.co.uk
Business: LandDIY.co.uk entity of BXALEEM LIMITED